Kansas City Area Transportation Authority×PULSE INSIGHTS

KCATA consolidated two websites into one. Riders still can't find their route. Here's what the data shows.

A brief for the KCATA digital team built around the website consolidation gap and the fare reinstatement window.

Projected savings · KCATA
$375,000
34,100 deflected calls/year post-website consolidation
A customer, in their words

“The latest upgrade on March 31, 2025 doesn't work the way it's supposed to. You can not book RideKC Freedom or RideKC Freedom On-Demand rides on this app, but you can book IRIS rides.”

Library

Personalized Research Report
Personalized Research Report

KCATA — A Digital Experience Review (Spring 2026)

A deep read on where KCATA riders get stuck — from 'if the bus isn't coming they should let people know' ghost-bus moments to the June 1, 2026 fare reinstatement and the World Cup matches at Arrowhead. 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.