“I tried to find out about the new Metromover schedule and ended up on a PDF from 2019.”
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.
Miami-Dade Transit — Personalized Transit Digital Friction Report
Built around the FIFA window and the $6.4B capital program. Top-down framed — no CX seat to sell into.
Miami-Dade Transit's Live Campaign Hub
This page. Watching for the creation of a CX role post-FIFA. Updated quarterly.
Miami-Dade Friction Analysis — FIFA visitor lens
10 friction moments specific to the FIFA visitor scenario. Multilingual emphasis.
Miami-Dade ROI Calculator — FIFA-window scoped
Calibrated to the 10-week FIFA tournament window plus 30-day tail. Adjust visitor mix.
Miami-Dade Audio Briefing — 13 minutes
NotebookLM audio of the report. FIFA-framed.
Miami-Dade Demo Agent — FIFA visitor scenario
Working prototype against simulated FIFA visitor traffic. Multilingual paths included.
Universal video walkthrough — Miami-Dade applicability
6-minute universal video covering the FIFA visitor scenario, with Miami-Dade context overlaid. Exploratory tier — not a personalized HeyGen.
Miami-Dade Long-Form Video Overview — 10 minutes
Animated narrative. Sized for a top-down DTPW conversation.