Customer Education and Awareness of On-Demand Mobility (2023) / Chapter Skim
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Pages 9-21
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9 Overview to On-Demand Mobility Services in Transit On-demand mobility services have proliferated during the past decade and integrated with public transit agencies in a variety of ways, providing new service options for transit customers that are distinctly different from traditional fixed route or demand-responsive services. Fixed route services (whether by rail, bus, or other modes)
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10 Customer Education and Awareness of On-Demand Mobility (Feigon and Murphy, 2016)
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Literature Review 11 members for the services to help increase familiarity and buy-in from the community (Chow et al., 2020)
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12 Customer Education and Awareness of On-Demand Mobility service that are adept to the needs of persons with disabilities can also be a key for customer comfortability (Volinski, 2019)
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Literature Review 13 Positioning the Service Shurna and Schwieterman (2020) found that successful promotion of on-demand service includes positioning the service as part of the larger transit system rather than as a separate service or temporary initiative.
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14 Customer Education and Awareness of On-Demand Mobility Eno Center for Transportation's report on microtransit (2018) recommends that agencies invest in robust marketing and outreach efforts to raise awareness and understanding of on-demand services to all potential customers.
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Literature Review 15 and engagement between different departments within transit agencies, which can make it more important for project managers of new services to foster good communication on different departments' roles and responsibilities (Eno Center for Transportation, 2018)
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16 Customer Education and Awareness of On-Demand Mobility iconography or landmarks, distinct bus wraps, and color schemes for the on-demand service (Top Digital Agency, 2020) ; transit agencies may choose to market and brand portions of the service with WAVs separately if not all vehicles are wheelchair accessible (City of Centennial, Colorado, 2017)
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Literature Review 17 Source: Curtis et al., 2019, p.
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18 Customer Education and Awareness of On-Demand Mobility beginning of the launch period of a service with a transit partner. Staff on the street can talk to people about the service to help answer questions from potential customers and hand out promotional cards for discounted or free rides (Hansen et al., 2018)
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Literature Review 19 for either commuting to work or school trips, depending on the characteristics and trip attractors of the community being served (Volinski, 2019)
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20 Customer Education and Awareness of On-Demand Mobility service was not particularly effective for increasing ridership (particularly compared to providing higher levels of service to customers)
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Literature Review 21 • In-person events and engagements are frequently cited as the most effective customer education methods for raising awareness about the service and teaching customers how to sign up and take trips. • Relatedly, the COVID-19 pandemic made customer outreach and engagement a challenge for transit agencies, particularly for those launching new services.
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