Chicago Transit’s Digital Redesign Offers Blueprint for Transforming Customer Experience

Mobility Lab – Feature Story

Transit users are an agency’s most valuable source of insight. Customers typically use an agency’s website to plan trips, check arrival times, and get updates on planned work. Visitors typically need to get maps, figure out fares, and find their way around. Journalists, advocates, and policymakers need to keep up with capital plans, system improvements, and service quality for their constituents. Engaging with each group gives an agency the ability to inform, drive, and optimize its services in ways that can continually energize their relationship with transit. Jennifer Pahlka, founder of Code for America, and former US Deputy Chief Technology Officer during the Obama Administration calls this delivery-driven government. Continues…

A Transit Vision for the Tri-State Region

Customer experience is a major factor in consumer decision-making that can rebuild trust in transit. Record and Asbury Park Press

On August 23, 2018, the North Jersey Record published an op-ed on transit in New Jersey that called for a new vision for the mass transit systems serving the tri-state region. Here is my vision, based on my experience of having created and chaired the PATH Riders Council for the past four years. Let’s make the customer experience of transit rival that of the interstate highway system: Simple signage, standardized wayfinding, seamless payment, and a streamlined network that gets you from Point A to Point B. Continues…

Seamless Subway Rides Replace Shuttle Buses, Thanks to Port Authority, MTA Collaboration

Free MetroCards Streamline the Customer Experience During Weekend Service Changes on PATH

Mobility Lab

Taking cues from feedback in 2016, transit officials on both sides of the Hudson River this year collaborated on a new way of speeding weekend riders on the Port Authority Trans-Hudson (PATH) subway into midtown Manhattan from New Jersey during scheduled service disruptions. This year’s improved customer service program constitutes both an achievement and a model for further collaboration among transit agencies in the New York metro area. Here’s the story of how this latest innovation came together. Continues…

Verkehrsverbund: How Germany Standardizes Transit Customer Experience

Berlin Friedrichstraße

Mobility Lab

The customer experience of transit starts before you ever board a bus, train, tram, or ferry. For transit to compete effectively with driving, it needs to be easy for a person to make an informed decision that transit will offer a superior experience. Over the past half-century, Germany’s urban regions have harmonized their transit customer experience via the Verkehrsverbund, or transport association, a coordinating body that works with transit operators to synthesize their services and present them to the customer as a unified network. Continues…

Extending PATH: Newark Airport Access, New Neighborhood Connections, & Hudson Transit Resilience

PATH Newark Extension

The New York & New Jersey region has a transformational opportunity to improve airport access, and better connect Newark’s South Ward to transit, by extending PATH, New York’s ‘second subway’, to Newark Liberty International Airport. The Port Authority of New York & New Jersey, which operates PATH, is currently in the advanced planning stages of the PATH Extension Project, and is seeking public input as the project moves forward. Here are three ways it would benefit the region. Continues…

Microtransit: How Private Residential Shuttles Can Become Hyperlocal Public Transit

Hoboken could make the Hop into an indispensable, hyperlocal transit backbone with expanded service, and an iconic fleet.

Access to transit is a major selling point for real estate developments. In Hoboken, New Jersey, a growing number of residential developments offer private shuttle bus service to the city’s major transit hub, Hoboken Terminal. While these shuttles can streamline trips with luggage or strollers, keep people dry during rainstorms, and warm in winter, they also contribute to congestion on Hoboken’s Streets, aren’t open to everyone, and draw people away who might otherwise ride The Hop, Hoboken’s municipal shuttle bus service. Continues…

Regional Transit Diagram: Good Start, but New York & New Jersey Need a Better Transit User Experience

Regional Transit Diagram

In 2013, the Metropolitan Transportation Authority, New Jersey Transit, and Port Authority of New York & New Jersey released a Regional Transit Diagram–dubbed the first of its kind for the region–to help fans and media visiting for Super Bowl XLVIII in early 2014. The diagram was designed by Yoshiki Waterhouse of Vignelli Associates, in a style reminiscent of the 1972 subway map designed by Massimo Vignelli. It depicts the New York City Subway, Long Island Rail Road, and Metro-North in Manhattan below 96th Street, and PATH, Hudson-Bergen Light Rail, Newark Light Rail, and NJ Transit passenger rail service in Hoboken, Jersey City, Newark, and adjoining areas in New Jersey. Continues…

Hudson Place: A New Public Plaza at Hoboken Terminal

Hudson Place Pedestrian Plaza

Imagine stepping off your bus, ferry, or train at Hoboken Terminal and onto a new public plaza at Hudson Place. From spring to fall, you can shop at the downtown farmers’ market, and enjoy expanded outdoor seating at adjacent restaurants and bars. A pop-up holiday market brings cheer to the cold winter months. Year-round, Hoboken has a safe, and welcoming civic space at its namesake transit hub. Continues…

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