CTA Customer Communications

Partner: 
IDEO
Client: 
Chicago Transit Authority
Practice Area: 
Environment
Project Year: 
2007
Project Description: 

Lack of timely, friendly, and understandable communication has long been a complaint of CTA riders.

IDEO, an innovative design and research firm, conducted a study in the summer of 2007 and provided simple guidelines for customer communication along with suggestions for long-term improvements.

The team developed three case-studies to highlight the CTA’s customers and their communication needs:

  • Scott, the experienced commuter
  • Chantal, going with friends to the July 3rd fireworks
  • Leslie, a tourist visiting from the suburbs.

Using these case studies, CTA staff and other interested participants drafted nearly 100 improvements to customer communication.