Charlotte Area Transit System×PULSE INSIGHTS

CATS is running an ADA audit and a fare modernization at the same time. Here's how to handle both without doubling the call center.

A brief for the CATS digital team built around the ADA compliance initiative and the Fare Modernization project.

Projected savings · CATS
$335,000
30,600 deflected calls/year with ADA and fare modernization focus
A customer, in their words

“When I slide to activate monthly pass it thinks then goes back to slide to activate.”

Library

Personalized Research Report
Personalized Research Report

CATS (Charlotte) — A Digital Experience Review (Spring 2026)

A deep read on where CATS riders get stuck — from the app's 'passengers are standing there confused' real-time failures to the 2055 TSP capital build and the seven FIFA matches at Bank of America Stadium. The opening brief from Pulse Insights.

May 2026Open →
Case Study
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Case Study
Case Study

NJ Transit reaches riders at the decision moment

73% of NJ Transit trip planners were unaware of an active service advisory — until Pulse surfaced it on the page where the trip was being planned. 40% click-through, awareness restored in real time.

Apr 2026Read →

HELP IF YOU WANT IT

Want to talk through any of this?

No pitch — just a short working session to see what this could look like on your own site.