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Customer Experience Action Plan to Improve Public Transit
Researching and composing a CX Action Plan for Utah Transit Authority in support of their strategic priority of "Exceeding Customer Expectations."
Context
The Utah Transit Authority (UTA) never created a strategic plan outlining the specific actions necessary to improve its Customer Experience (CX) prior to 2024. They were encouraged to do so after Customer Experience was identified as one of UTA’s key objectives in its Long Term Strategic Plan. My agency was hired to lead the effort of writing their first ever Customer Experience Action Plan using a human-centered design approach.
This case study is still a work in progress. In the meantime, you can check out the CX Action Plan on UTA's website.
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