Meeting_Body
OPERATIONS, SAFETY, AND CUSTOMER EXPERIENCE COMMITTEE
MARCH 16, 2023
Subject
SUBJECT: MOBILE APPLICATION CONSOLIDATION MOTION RESPONSE
Action
ACTION: ORAL REPORT
Heading
RECOMMENDATION
Title
RECEIVE oral report on Mobile Application Consolidated Motion.
Equity_Platform
EQUITY PLATFORM
The Mobile Application Consolidation response is incorporating Metro’s Equity Platform by supporting the pillar: Listen and Learn. In outlining the next phase of in-depth customer research, the working group will strive to understand who, demographically and socio-economically, are current users of existing Metro mobile applications; how different users of varying abilities currently do and would like to interact with Metro mobile applications; and identify ways in which Metro can better address and solve for disparities with riders without Smartphones. In addition to studying current users of Metro’s mobile apps, the Working Group will also study non-users of existing applications to understand barriers and ways in which mobile app access and usage can be increased through this effort. The working group is committed to listening and learning from all customers in its next phase through coordination with Metro’s special interest councils and segmented user experience testing, eventually incorporating those findings into its final proposed solution.
Prepared_by
Prepared by: John Gordon, Senior Director - Special Projects Marketing, (213)922-2290
Rochelle Chavez, Senior Manager - Systems Projects TAP, (213)922-7291
Nina Kin, Web Systems Developer Marketing, (213)922-4213
Bryan Sastokas, Deputy Chief of Information Technology Services, (213)922-5510
Reviewed_By
Reviewed by: Jennifer Vides, Chief Experience Office, (213)922-4060
