Snapshot: A large Metropolitan Transit Authority was exploring ways to increase ridership, improve customer service, and reduce dependency on their call center for customer inquiries using existing assets.

Solution:

• Evaluated the competitive landscape for way finding/trip planning tools with the transit industry.
• Conducted one-on-one usability testing on the existing applications to gain insight into the customer experience and usage of the features and functionality presented.

Outcomes:

• Competitive Analysis - identified enhancements that could be made to improve the rider experience utilizing a trip planner tool.
• Usability Testing - Identified areas of improvement and recommendations for an enhanced customer experience.