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 San Diego MTS rider, in their own 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”

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Personalized Research Report
Personalized Research Report

San Diego MTS's Personalized Digital Friction Brief

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

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