After last nights “Developing Greensboro’s Energy Efficiency & Conservation Strategy” meeting a member of the GTA Riders Advisory Committee came up to me to discuss my GTA ideas (they focused on how easy the system is to use). This individual proceeded to tell me about a new brochure, or something of that nature that has been made that makes it easier to use the system.
I explained that it’s great that things are being done to help make improvements, but that in my eyes we still have some room for growth. I shared some additional thoughts, but after a few minutes of discussion this individual continued to point out that it “really is quite easy to use GTA” and I knew we weren’t making any forward progress. We parted ways shortly after.
While walking to my car I thought to myself, “I’m the potential customer giving direct feedback and it was not well received.” It makes perfect sense that someone on the “Riders Advisory Committee” would think the system is easy to use, but it is also important for folks to step back and think like a person that is not well adjusted to the system.
There are barriers to entry for new riders and until that is understood we will not see an increase in ridership. I should remind you that my goal is to improve the customer experience which will hopefully increase ridership and allow us to enhance the system.
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