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What Could Metro Do to Make the Transit Experience More Customer Friendly?

By Eric Richardson
Published: Saturday, November 12, 2011, at 08:57AM
Boarding the Metro Red Line at 7th / Metro Station Eric Richardson / blogdowntown

Riders board a Red Line train at 7th / Metro station in Downtown L.A.

Could L.A.'s theme parks and entertainment industry teach Metro about improving its transit experience? That's the belief of a motion by L.A. County Supervisor Michael Antonovich, who takes his ideas to the transit agency's operations committee next week.

The motion (available as a PDF) asks Metro staff to partner with both sectors to solicit ideas on how the agency can provide a better customer experience and to report back in 90 days.

In the meantime, though, Antonovich—a Metro board member since the agency's founding in 1993 and a member of the Los Angeles County Transportation Commission for 13 years before that—has a few ideas of his own for making a ride "more appealing and comfortable."

  • He asks for a report in December on the timeline and cost of converting Metro's next train displays to show a countdown instead of the current scheduled departure time.

  • He wants a review of signage with a focus on how it can be improved to "help our customers use the system more effectively and make transfers easier."

  • He wants recommendations on what Metro should add inside stations to make the experience better, specifically calling out coffee kiosks and WIFI as ideas.

  • He wants ideas on how buying tickets and TAP cards could be made easier.

Finally, Antonovich wants to know what other systems are doing that Metro should be emulating.

Why wait for a staff report, though? Let's compile our own list of ideas that Metro should implement to make transit ridership a more enjoyable process.

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