The Problem
Imagine relying on public transit to get around and experiencing inadequate access to transit routes, safety concerns, and difficult payment systems. This was the reality for many in Washington State, where King County Metro struggled to understand the experiences of its diverse population. While data provided some insights, it often overlooked the personal stories that reveal the true reasons behind transportation disparities, particularly for historically underserved communities.
With barriers preventing people from essential services, King County Metro recognized the need to go beyond statistics. To create a better rider experience, they had to listen to the voices of those directly affected.
The Solution
Anthro-Tech established a groundbreaking research panel, amplifying the voices of 200 diverse riders and non-riders. This community-driven initiative helps King County Metro gather real-time feedback and transform personal stories into actionable solutions that drive transit service improvements. The research panel is designed to be:
- Scalable: Easily expandable to incorporate more voices and adapt to emerging challenges.
- Repeatable: A clear process for ongoing community engagement, ensuring continuity.
- Sustainable: A consistent bench of panelists with diverse insights for informed decision-making.
Our UX Researchers conducted surveys, focus groups, interviews, journal studies, and journey mapping with community members from the research panel to uncover the "why" behind transit behaviors. We identified safety concerns, accessibility challenges, and unpredictable schedules that contributed to poor experiences. The personal stories shared from our research complemented quantitative insights, helping build a strong case for improvements that benefit riders.
Journey mapping with community members from our research panel uncovers the "why" behind transit behaviors.
The Impact
This research panel is a vital resource for gathering rich, qualitative insights to understand the “whys” behind low customer satisfaction scores and solve barriers in public transportation by elevating the voices and personal stories of underserved communities. As a result, King County Metro has the needed insights to design solutions and make transit more accessible, equitable, and responsive.