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