Case Study: BART improves rider experience insights with EchoUser UX research

BART uncovers dozens of rider experience issues with EchoUser

Bay Area Rapid Transit (BART) had extensive data on rider experience but lacked the human context needed to interpret it. They partnered with the UX research and design agency EchoUser to help extract meaningful information from that data and understand the rider's perspective.

EchoUser deployed a multi-month research activity involving in-person ride-a-longs and user interviews to capture honest feedback within the live environment of the commuter. This solution allowed them to identify dozens of user experience issues and uncover that the transit experience encompasses the entire journey, not just the train ride. EchoUser reported these quantitative and qualitative findings back to BART management to help them better understand and cater to their dedicated riders.

Bay Area Rapid Transit (bart)