Identifying pain points in the transit experience by riding alongside Bay Area passengers on their daily commutes.
By the conclusion of our engagement, we discovered that BART and AC Transit riders are a tolerant, resilient bunch. Not only is BART experience more than riding the train itself, but a process that includes taking the BART, a bus, a taxi, and even walking to get from one destination to the next.
While we uncovered pain points regarding the rider experience, the transit experience is encapsulated by the many facets of getting to and from any destination, including those outside of simply being on a train. We reported these quantitative and qualitative findings back to BART management to help them better understand and cater towards their dedicated riders.