“Tap. Ride. Go. is great when it works. Half the time the website still shows old fare zones.”
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.
WMATA's Personalized Transit Digital Friction Report
A 7-page deep read mapped to the Better Bus Network rollout and the Tap. Ride. Go. transition.
WMATA's Live Campaign Hub
This page. Continuously updated through Feb 2027. All WMATA-specific resources live here.
WMATA Friction Analysis — Bus Redesign edition
A 22-point friction map specifically targeting the Better Bus Network launch. Where 50-year commute-pattern shifts collide with a website that wasn't redesigned.
WMATA ROI Calculator — Tap. Ride. Go. lens
Calibrated for the contactless rollout. Adjust your assumptions; the model returns deflection projections for the next 18 months.
WMATA Audio Briefing — 22 minutes
Audio walkthrough of the report, formatted for the commute home.
WMATA Demo Agent — Better Bus Network simulation
A working Pulse prototype against a WMATA staging environment. Demonstrates real-time intervention during a simulated Phase 1 launch day.
Jeremy walks the WMATA team through the findings
8 minutes. Technical, contactless-rollout-focused, peer-comparison heavy.
WMATA Long-Form Video Overview — 14 minutes
Animated narrative of the report. Built for forwarding to the Better Bus Network steering committee.