Enabling transit agencies to make smart decisions about technology that fit their context, achieve their goals, and serve their riders.
Disruption communications can't operate in silos. Drawing on my work at the MBTA, this article explores how transit touchpoint maps empower communications teams to spot context gaps, reduce platform anxiety, and turn stressful delays into opportunities for service recovery.
We often think of GTFS as a technical standard. But the data it carries shapes what riders see, what they expect, and whether they can trust the information your agency gives them.
The hidden cost of disconnected technology ecosystems
Transit data pipelines often reflect the same problem as service processes: multiple systems and teams making well-intentioned changes without a shared view of the whole. Over time, complexity compounds, and the burden shows up at the edges of the system.
Why disconnected tools, not bad apps, are breaking rider trust and how Jobs to Be Done exposes the gaps
Why transit investments often fail to change outcomes
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.
Transit agencies invest heavily in rider experience but organize around departments, not outcomes. These 8 principles connect investments to ridership growth.
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.
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