From the Trillium Solutions blog, a post about one rider’s frustrating experience using Amtrak’s online trip planner. The bottom line — organizations have to understand the perils of a designing a “customer interface without the customer in mind.” Link to full story at the Trillium Solutions blog.
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Susan Bregman is editor of The Transit Wire. She has been a consultant on transit policy and planning for fifteen years and before that worked for the Boston Transportation Department. In 2004 she founded Oak Square Resources, LLC, which focuses on transit research, policy, and communications.
Contact Susan at editor@ thetransitwire.com.
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