King County Metro Transit×PULSE INSIGHTS

Targeted universalism on the buses, but the website still treats everyone the same. A quarterly pilot to fix it.

Sized for the King County Metro team — structured as a $9,900 quarterly pilot under DPSM authority.

Book a 30-minute briefing

Projected savings · King County Metro

$750,000

58,400 deflected calls/year + ORCA Lift application uplift

A customer, in their words

“myORCA won't keep me logged in and also doesn't integrate with 1Password so I have to reset it every time I want to login to myORCA. Why does it log you out at all? It also mysteriously does not show my linked card, but when I try to link it again it shows an error message saying the card is already linked.”

Library

Audio Briefing

King County Metro Audio Briefing — 6 minutes

Under six minutes on what the review found at King County Metro — two analysts walk the booklet, from a trip that crosses three institutional surfaces in Metro's own tools, the ORCA fare layer and Sound Transit rail to ORCA next-gen, the Link Two Line extensions and Metro Connects landing in the same months, and what New Jersey Transit did when it made rider trust its own project. The audio companion to your booklet.

Sep 2026Listen →

Personalized Research Report

King County Metro — A Digital Experience Review (Spring 2026)

A deep read on where King County Metro riders get stuck — from the Metro / ORCA / Sound Transit three-institution handoff to the ORCA next-gen modernization and Sound Transit Link 2 Line extensions to Lynnwood and Federal Way. 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.