San Mateo County Transit District×PULSE INSIGHTS

SamTrans connects to Caltrain, BART, and the ferry. Riders can't figure out the connections on the website. Here's the gap.

A brief for the SamTrans digital team built around the intermodal connection friction and the ADA Title II deadline.

Projected savings · SamTrans
$240,000
21,700 deflected calls/year with intermodal and ADA focus
A SamTrans rider, in their own words

“This app should be checked for bugs and updated frequently, NOT only every 2 years or when someone says something!”

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Personalized Research Report
Personalized Research Report

SamTrans's Personalized Digital Friction Brief

A personalized briefing for the SamTrans digital team built around the intermodal connection friction and the ADA Title II deadline.

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