Improve Rider Experience


Bus stops should not inhibit accessibility. Therefore, we must positions stops in locations that are wide enough for all riders to access and reachable by sidewalk.


Moreover, bus stops should not create dissatisfaction with the transit service. As RTD continues to consolidate bus stops to create faster service (and possibly increase the distance its riders must walk to their first pickup), it is critical that they are physically and psychologically comforting. This includes adding shelters to highest-need stops, adding seating (benches or seats attached to poles) around the city, and adding schedules to bus stops.


The rider experience starts well before they board the bus, so we must develop stops must respect the needs and well-being of all.


Mobile apps will continue to have tremendous implications for transit—not just negatively because ride-sharing service. The real-time data about scheduling provided through mobile apps could increase rider satisfaction by setting clear expectations about arrival times (since riders unconsciously inflate the amount of time they have been waiting). They would allow riders to better plan their movement to the stops and feel safer (since riders often report more anxiousness about safety while waiting). Finally, mobile apps could eliminate friction for new users who are unfamiliar with fares and scheduling. 

In order to capitalize on the benefits of mobile apps, we must take three steps. First, the RTD app, which generates the most ticket digital fare revenue, should be enhanced to integrate schedule information and directions or redirect to an existing schedule resource like Transit. Second, the Access-a-Ride service should be integrated into the RTD app to provide more access and up-to-date information. Finally, there should be increased marketing of the three applications at stops, in vehicles, and through outreach to community organizations.