The decision to add a new transit service can be energizing for transit agencies and communities alike. At the same time, however, this type of decision introduces a host of new questions your agency will need to address.This includes “What should the new service be named? What will the logo and branding look like? How will we reach consensus with all stakeholders? And, most importantly, “How will we attract and inform people who will want to use the system, so that the new line will be a success?”
The key to ensuring all these questions are answered properly lies in focusing first on users and the experience you want them to have with the new service.
This “experience” is composed of every encounter a customer has with your transit service, from advertising to signage to buying a ticket to using a ticket to vehicle cleanliness to the attitude of customer agents, record of punctuality, ease of navigating the system and more.
Read the full article featured in Metro Magazine here.