About the Client
A large public transit agency in the U.S., operating a fleet of city buses and commuter trains, contacted Nexus during the process of reconfiguring its post-COVID mobility strategy. Ridership was returning, but habits were evolving. Travelers now anticipate increased digital convenience, live information, and adaptable route flexibility. The client required assistance in interpreting these evolving expectations among commuters, students, and senior riders.
The Challenge
Outdated Rider Assumptions
A lot of the client’s internal data was pre-pandemic ridership patterns. Yet, work-from-home trends, rising car ownership, and safety expectations had all altered public transit usage.
Uncertainty Around Tech Investments
The operator was exploring investments in real-time tracking apps, contactless ticketing, and demand-responsive routes, but needed better feedback from real riders and mobility experts before making big upgrades.
Our Approach
Sourcing Real Transit Users & Urban Mobility Experts
We identified and screened 40+ individuals, including regular transit riders, transit app developers, former DOT advisors, and urban mobility planners. Participants were selected across key commuter zones in the client network.
25+ In-Depth Interviews Conducted
We facilitated structured conversations focused on how riders make travel decisions, which digital tools they use (or ignore), pain points in current service, and what would motivate increased usage or loyalty.
Expert Feedback on Route Optimization
Urban mobility consultants helped evaluate the viability of flexible routes and “micro transit” pilots. We also gathered input on how other cities were implementing similar tech with measurable rider engagement improvements.
Clear Summary for the Planning & Tech Teams
Findings were organized by rider type (commuters, students, seniors), with a parallel stream summarizing tech feasibility, adoption barriers, and cost-benefit themes, ready for executive planning and vendor discussions.
Results & Impact
The client:
- Reprioritized its tech roadmap, moving up the rollout of real-time bus location features based on rider demand.
- Identified low-use routes to consolidate and two high-potential commuter corridors for expansion.
- Adjusted communications and signage strategy for seniors and non-English speakers.
- Launched a small-scale app-based micro transit pilot with improved uptake, 20% higher participation than a previous rollout.
The transit authority continues to work with Nexus to gather passenger and expert feedback as they modernize operations and improve rider satisfaction citywide.
Unrivaled expertise, straight to your inbox
Nexus Expert Research provides the B2B insights you need to make smarter business decisions. Stay ahead with trends, tools, case studies, and expert thought leadership—delivered to you every month.
