Previously I wrote about User Experience (UX) testing of new transit products, and how involving transit riders in the design process can create improvements to the customer experience. Today's blog post will take you on a journey into one project in particular, namely BART's new train cars, called the "Fleet of the Future." I will describe how the UX process worked, the value of involving customers, and lessons learned. The Fleet of the Future design and UX testing process l

Any CX program is incomplete without User Experience (UX) Testing of products. Are you preparing for your next order of new buses or trains? (Or renovating old ones?) Planning a new website? New apps? Designing new signage? Buying new ticket vending machines? Installing new bus stop shelters? Developing new internal administrative systems? Today's consumers experience unprecedented convenience - purchasing products and services at the click of a mouse and having them show up