Imagining the Future of Public TransitIt always seems impossible until it is done. Nelson Mandela Hot off the press, here is an excerpt of a Customer Experience chapter I...
CX and Transit AmbassadorsTraditional design of transit services is often constrained at the start by what's available, politically acceptable, or convenient. A...
Operation WelcomeSome of the best Customer Experience ideas start with insights from front-line employees. When I oversaw the rollout of a BART brand...
CX and Train Car DesignPreviously I wrote about User Experience (UX) testing of new transit products, and how involving transit riders in the design process can...