“The website is in English. The bus stops are in Spanish, Korean, Mandarin. The disconnect costs us riders every day.”
Library
The State of Transit Digital Friction — 2026 Edition
A visual narrative across 60 US transit agencies showing where riders get stuck, why digital friction now costs more than physical disruption, and where the field is heading.
State of Transit Digital CX 2026 — Industry Benchmark
The first benchmark report of its kind. Behavior-level engagement data from 60 agencies. Includes the median, the top quartile, and the sources of the spread.
LA Metro's Personalized Transit Digital Friction Report
Built around the Equity Focus Communities mandate, the FIFA visitor surge, and the LA28 Olympics window. Multilingual emphasis throughout.
LA Metro's Live Campaign Hub
This page. Updated monthly through Feb 2027. Built for the LA Metro CX team.
LA Metro Friction Analysis — multilingual edition
20 friction moments where English-only digital comms collides with multilingual riders. With and without FIFA visitor scenarios.
LA Metro ROI Calculator — FIFA + Olympics lens
Two-mode calculator: baseline operations and mega-event scenarios. Adjustable for visitor mix and language distribution.
LA Metro Audio Briefing — 20 minutes
NotebookLM audio of the report. Conversational, narrative.
LA Metro Demo Agent — FIFA visitor flow simulation
A working prototype showing real-time intervention against simulated FIFA visitor traffic. Multilingual paths included.
Jeremy walks the LA Metro team through the findings
9 minutes. FIFA-and-Olympics framed.
LA Metro Long-Form Video Overview — 15 minutes
Long-form animated narrative. Built for forwarding to the EFC initiative team and FIFA-readiness leadership.