Case Study: King County Metro bridges language barriers with LanguageLine app

King County Metro bridges communication gaps in 240+ languages with LanguageLine

King County Metro, a major public transportation system, faced the challenge of serving a diverse community where 24% of residents speak a language other than English at home. To ensure a safe and welcoming experience for all riders, they implemented a Metro Ambassador program and needed a solution to overcome communication barriers. They partnered with vendor LanguageLine to utilize its interpretation app.

The solution involved equipping Metro Ambassadors with the LanguageLine app on their smartphones, providing real-time access to professional interpretation in over 240 languages. This allowed ambassadors to clearly explain routes, fares, and schedules, building trust and fostering inclusivity. While specific metrics are not provided, the program resulted in an enhanced perception of safety and security among riders and ensured a positive, comfortable experience for every customer through human interaction. LanguageLine's tool was a key component of the program's success.

King County Metro