Central Ohio Transit Authority×PULSE INSIGHTS

LinkUS BRT is the biggest transit investment in Columbus history. Here's how COTA answers the rider questions it generates.

A brief for the COTA digital team built around the LinkUS BRT launch and the new CEO mandate.

Projected savings · COTA

$750,000

208,000 deflected calls/year — directional at Dream scale

A customer, in their words

“Terrible app, terrible service. After logging in, I am not allowed to use this app because I have a new phone. I just receive a generic error and no additional info. When I call in, it takes 6 people before anyone even recognizes the issue”

Library

Personalized Research Report

COTA — A Digital Experience Review (Spring 2026)

A deep read on where COTA riders get stuck — from the LinkUS BRT capital build outrunning its rider-voice public record to the COTA//Plus microtransit handoff and the two-year mark on the voter-approved sales tax. The opening brief from Pulse Insights.

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.