Internship Overview

During my time at Amtrak in the summer of 2019, I worked with the Amtrak Customer Experience team as a UX design intern. With the guidance of the team, I conducted research and supported the redesign of the online booking process for the Amtrak website. I also assisted in UX research by crafting surveys and usability test plans. Although all of my work during the internship is under NDA, please do not hesitate to reach out if you have any questions about the projects and experiences!

Duration: May 2019 - August 2019

Role: UX Design Intern

Team: Amtrak Customer Experience team

1) Supported the team throughout the entire product development process. I collaborated with designers and cross-functional teams at every stage including research, design, and execution.

2) Worked with a UX researcher to prepare materials for usability testing such as a testing roadmap, user scenarios, checklist, and test template. These resources helped the team effectively capture the user interaction with our new booking flow and what challenges they face during the testing.

3) Conducted customer sentiment analysis on the seat assignment service in Acela Express.
I compiled user sentiment from various channels such as customer care, Amtrak virtual assistant, and social media. I leveraged the insights to contribute to the company’s return on investment and make recommendations for the next phase of the seat assignment service. At the end of my internship, I presented the findings and the report to the leadership.

Learnings

Over three months at Amtrak, I had the chance to experience the entire product development process and work with incredibly talented individuals. I’m so grateful for the opportunity to work on projects that directly impacted customer’s day-to-day life and the growth of customer experience at Amtrak. 

1) Being proactive and curious

It was my first time applying UX design practices in the industry, and everything felt very new.
I proactively reached out to the designers in my team and cross-functional partners for help and feedback.
This approach helped me learn about the product effectively. I was also able to apply my learnings to the design process. I learned that staying curious and sharing my perspective is not only important for the growth of the product but also for my personal growth as a designer. 

2) Empathizing with your stakeholders

I learned that every stakeholder has unique needs and expectations. By prioritizing communication and collaboration, I was able to have a clear understanding of their requirements, enabling me to create design solutions aligned with both stakeholders’ and users’ needs.