“I tried for 20 minutes to figure out which Breeze fare applied to me. Ended up calling. Held for 14 minutes.”
Library
MARTA's Personalized Transit Digital Friction Report
A 7-page deep read on where MARTA riders get stuck — Better Breeze fare confusion, FIFA visitor wayfinding, and the disruption-comms gap during peak events.
MARTA's Live Campaign Hub
This page. Bookmark it. Every resource we deliver is added here, accessible to the entire MARTA team.
MARTA Friction Analysis — 14 high-impact moments
We mapped 14 specific points where MARTA's website creates rider confusion, with screenshots, behavioral evidence, and projected call-volume impact for each.
MARTA ROI Calculator — your numbers, live
Adjust ridership, call-deflection rate, and call cost. The model returns MARTA-specific savings projections in real time.
MARTA Audio Briefing — 18 minutes
A NotebookLM-generated audio walkthrough of the MARTA report. Listen on the drive in. Two-host conversational format.
MARTA Demo Agent — live on marta.com (sandboxed)
A working prototype of a Pulse agent running against MARTA's live site in a sandboxed view. Detects friction in real time and shows the intervention layer in action.
Jeremy walks the MARTA team through the findings
A 6-minute personalized video walkthrough featuring the MARTA-specific findings, the ROI math, and a direct address to the team.
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.
MARTA Long-Form Video Overview — 12 minutes
A NotebookLM video version of the report. Narrated, animated, and structured for sharing with the broader MARTA leadership team.
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.