Transportation
We deliver comprehensive CX studies for the transportation sector, integrating customer segmentation to inform evidence-based decisions. Through journey mapping and brand equity analysis, we design CX Master Plans that embed KPIs and continuous data collection — driving service quality, ridership, and loyalty across all modes of transportation.
We conduct rider engagement studies across Canada and the U.S. in major public transit markets. Our work segments rider groups to inform outreach, optimize digital communications, and strengthen ridership strategies. By understanding rider needs and behaviours, we help transit agencies improve connections and deliver more responsive services.
Using mobile ethnography, we capture authentic, in-the-moment experiences from target rider and traveler groups. Participants share photos, videos, and reflections in real time, providing deep insights into daily journeys and service interactions.
We design and manage public engagement initiatives that support transportation planning and development. Using tools such as mobile ethnography and online bulletin boards, we gather citizen and business perspectives on service changes, helping agencies co-design solutions that enhance ridership, accessibility, and community trust.
