User Experience (UX) and Customer Experience (CX) require humility. User Experience (UX) and Customer Experience (CX) demand that we set aside our own preconceptions and surrender to the wisdom of the crowd. That means listening to transit riders and being open to bursting our own bubbles. Better yet, we can actually learn to ENJOY bursting our own bubbles... - think of it as learning and self-improvement. ( : "wisdom of the crowd" (Oxford Dictionary): the collective knowledg

It's not unusual for Cleanliness to pop up as a top pain point for transit riders. Cleanliness is an important aspect of the customer experience, and clean transit systems are more likely to keep and attract riders. Cleanliness, however, means different things to different people, so it is important to drill down to identify the aspects of cleanliness that most need improvement. Is it litter? is it stains? Is it spills? is it the hygiene of surfaces? Is it smell? Biohazards?