Rider Insights

Although we ourselves use the T everyday, we needed to get outside our own experience of the system in order to understand the values and behaviors of riders throughout the system.  We worked with Continuum, a human-centered design firm to examine the needs and desires of our customers. Continuum conducted a series of ride-alongs, intercepts, and behind-the-scenes interviews to understand the experience across all T transit modes, including the subway, bus, commuter rail, ferry, and the Ride.