Kristin Taylor is a civic and service design leader with 15+ years of experience helping transit agencies and large public institutions operate more effectively and deliver better service. Her work focuses on how agency goals, service planning, day-to-day operations, and leadership decisions come together to shape both the rider experience and the long-term health of the organization.
She works at the foundational layer of a transit agency: the technology and processes that support operators in delivering service, planners in making tradeoffs, and leaders in aligning strategy, policy, and execution. Her approach emphasizes clarity, coordination, and decision-quality across complex systems, so staff can do their jobs well and the agency can adapt, perform, and earn public trust.
Kristin currently serves as Senior Director of UX Research & Design at the Massachusetts Bay Transportation Authority (MBTA), where she leads teams responsible for the digital products and services that support millions of trips each year.
She also serves as Chief Experience Officer (CXO) for the nonprofit TransitOPS, where she advises transit agencies on technology strategy and service delivery modernization.
Talks and Panels
- Building the Right Things for Public Transit Riders, TransportationCamp NYC (2025)
- Transit Tech is Civic Tech, TransportationCamp NYC (2023) & TransportationCamp DC (2024)
- Building Bridges Across Organizational Silos, Civic Design by Rosenfeld (2022)
- More, Better, Faster: How Service Design Helps the Austin.gov Team Transition Content at Scale, Government UX Summit (2020)
- How Can We Use Service Design to Enable Change in Large Systems?, University of Texas at Austin – Design + Impact (2019)
- Improving City Services Through Service Design, Austin Design Week (2019)
- Design + Open Source: It’s Alright!, AIGA Grow (2019)