From Technology to Rider Impact: Mapping the Outcome Chain in Transit
Why transit investments often fail to change outcomes
6 min read
Smarter Systems for Better Transit
Enabling transit agencies to make smart decisions about technology that fit their context, achieve their goals, and serve their riders.
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Better Apps Won't Fix an Operational Problem
Most transit technology decisions are made without sufficient understanding of the operational layer that drives rider outcomes. Frontline research is the diagnostic capability that makes correct problem identification possible.
5 min read
8 Principles of Rider-Centered Transit
Transit agencies invest heavily in rider experience but organize around departments, not outcomes. These 8 principles connect investments to ridership growth.
5 min read
Featured
Managing Transit Technology the Way Riders Experience It
Even when systems perform as designed, riders can still face delays, confusion, and frustration. This article introduces a jobs-to-be-done framework that helps leaders coordinate technology, operations, and strategy to deliver the outcomes riders actually need.
8 min read
The Waves of Civic Tech
The first wave of civic tech The first wave of civic tech at a government agency brings public websites up to modern standards to meet basic ‘customer’ expectations. This work
5 min read