San Diego Metropolitan Transit System×PULSE INSIGHTS

Pronto rolled out to 47 trolley stations. The Orange Line is under construction. Here's how MTS answers the friction before it becomes a call center crisis.

A brief for the San Diego MTS CX team, built around the Pronto rollout and Sharon Cooney's first-year mandate.

Projected savings · San Diego MTS

$750,000

68,600 deflected calls/year across Pronto rollout and Orange Line construction

A customer, in their words

“There is ZERO way to find out if your pronto card worked on a trolley. Even if there's a green light, I've been fined for invalid media. What am I supposed to do with no evidence? — Reddit r/sandiego, 2025”

Library

Personalized Research Report

San Diego MTS — A Digital Experience Review (Spring 2026)

A deep read on where San Diego MTS riders get stuck — from Pronto validators on platforms but not onboard, so 'some people run in front of approaching trolleys to validate', to the Orange Line BRT capital program and the April 26, 2027 DOJ accessibility deadline. 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.