Modernizing a fragmented research ecosystem
- Research
- Facilitation & Planning
Portfolio A major Canadian metropolitan public transit authority
Rebuilt ridership is not loyal ridership
CX strategy & research lead
System-wide rider research feeding a five-year customer experience action plan — built on the finding that riders now leave transit the moment conditions are imperfect, so the old commuter/non-commuter model no longer holds.
- Research
- Facilitation & Planning
Private
The full case study is password protected
This write-up covers the context, the research approach, the deliverables, the measured impact, and what I'd do differently — the detail a hiring manager or prospective partner would want. Because it includes client strategy shared under NDA, it's behind a password.