"I carry a lot of things; too many people withpackages on the bus leads to aggravation."

STORAGE SPACE

STORAGE SPACE

G U I D E T O S E L E C T I N G F E A T U R E S

"I would probably ride thebus more in the bike ridingseason if there were more[bike] racks."

"If there were room in the busfor packages, then wewouldn't have to climb overpeople's belongings on thebus. There are a lot of timeswhen you're on the bus andyou're carrying somethingand there is no room in theseats."

Impact on Transit Ridership

From the surveys conducted in the five case study cities, bicycleracks or package racks do not tend to induce additional rides bythemselves. However, in bicycle-oriented communities likeAspen, bicycle and storage racks taken together (Storage 3)were rated number one in terms of their ability to induceadditional transit rides among patrons; in Ann Arbor, auniversity town, it rated fifth. In the other three cities, theseamenities ranked 8th in their ability to induce more rides.

Potential Customer Preferences

Our research results indicate that many types of passengers mayconsider storage to be a desirable feature:

"The package racks, becausea lot of people use up anotherseat with their belongings."

"Choice" Riders

Choice riders may be interested in on-board storage especiallyif it makes a trip (such as on a bike) possible that might nototherwise be feasible.

"Luggage racks would be agood idea. People come in atthe shopping center with theirgroceries and take up twoseats. They have to stack stuffon top of themselves, and ittakes a long time just tounload."

Lower Income Riders

On-board storage racks may also be preferred by low incomeriders, who must do most of their shopping by bus.

STORAGE SPACE

G U I D E T O S E L E C T I N G F E A T U R E S

"Sometimes I don't ridebecause I'm carrying a lot ofthings to work and it's reallyuncomfortable to sit with allof that weight on your lap foran hour..."

Riders with Longer Trips

Passengers taking longer trips may wish to stow bags, etc.rather than hold onto everything for a long period of time.

"I think that's an ideal featureallowing somebody to get asfar as the bus will actuallytake them and then continueanother few miles to wherethey need to go in a timelyfashion."

Riders with Shorter Trips

While it may seem logical that people with longer trips maywant storage facilities, riders with shorter trips may show aneven stronger interest -- in part for the convenience aspect aswell as the idea of intermodal trip sharing with bicycles.

Potential Passenger FunctionalConcerns

"I would never trust mypackages to a rack and Iwould never select it. It's nota question of whether or not Iwant one, but I wouldn't leavemy belongings in one."

Security

Location of the package rack is an important concern, and manypassengers may not consider using them unless they are withinview of their seat.

STORAGE SPACE

G U I D E T O S E L E C T I N G F E A T U R E S

"The problem with the racksis that I hardly have enoughtime to get my things off thefloor and get off the busbefore the driver pulls awayfrom my stop."

$$$$$$$$$$$$$$$$$$$Approximate Price

of Storage Facilities$$$$$$$$$$$$$$$$$$$

Level 1 - $ 300Level 2 - $1,000Level 3 - $1,300

$$$$$$$$$$$$$$$$$$$Ways to Offset

Costs$$$$$$$$$$$$$$$$$$$-Work with bus manufacturers-User fees for bike racks-Outside funding to promotealternative transportation(bicycling)

Convenience

Storage areas need to be designed to be easily loaded andunloaded. A functional consideration with regard to bicycleracks is the time involved in loading and unloading them,whether or not the driver is involved. This can cause somedelays and should be incorporated into bus scheduling,particularly in the summertime when more people are likely tobicycle.

Types of Information to Test with TransitDesign Game

"There is the intimidation factor: where isthe bus going? I know I'm going to a specificstreet, but I don't even know if there's a busstop there. I don't know when to push somelittle buzzer or gizmo in front of everyone tomake the bus stop."

ON-BOARD INFORMATION

ON-BOARD INFORMATION

G U I D E T O S E L E C T I N G F E A T U R E S

"This is really important,especially if you are on aroute you're not used to."

"I picked the electronicdisplay for 5 points. This isimportant because on some ofour routes they go a lot ofdifferent ways and peoplearen't sure whether they're onthe right bus."

"Everybody should haveaccess to information ifthey're going to ride thebuses."

Impact on Transit Ridership

As with information at the stop, information on-board the buswas one of the top choices of survey respondents in all of thecities. While the preference of those willing to forego a faredecrease was for a simple posted maps and schedules, theelectronic "Next Stop" display rated much higher in its abilityto induce additional transit. In fact, in Ann Arbor and SanFrancisco, the electronic on-board display ranked second in itsability to induce additional rides and in Rochester and Portland,it ranked fourth.

Potential Customer Preferences

On-board information tends to have almost universal appeal.

"I spent four points for thedisplay for selfish reasons.I'm always peering out thewindows trying to see ifthings look familiar - I don'tknow where I'm going!"

"Choice" Riders

On-board information may be preferred by Choice riders, whoare less familiar with the service and routes.

"I don't like to go all the wayto the main information boothto figure out how to getsomewhere new by bus, so Ipicked the maps andschedules."

Lower Income, "Captive" Riders

Regular riders who must use transit, including lower incomeriders, may also seek conveniently located information,especially to new destinations.

ON-BOARD INFORMATION

G U I D E T O S E L E C T I N G F E A T U R E S

"I just wanted the routingmap and schedule. My rideis very short, if the buscomes."

Riders with Shorter Trips

Passengers with shorter trips may be interested in on-boardinformation to keep their trips short.

Potential Passenger FunctionalConcerns

"People are always askingthe drivers for directions to . .. some tourist spot, and thedrivers have to take time fromtheir busy schedules toexplain how to get there."

Efficiency

Providing information must be done in a way that does notdelay the trip for other riders. Also, driver distraction, whethercaused by rowdy patrons or by riders requesting informationabout routes or schedules, is of concern to transit passengers.One solution: use advertising panles to provide informationabout destinations and events for visitors and infrequent transitriders.

ON-BOARD INFORMATION

G U I D E T O S E L E C T I N G F E A T U R E S

"I chose the electronicdisplay - sometimes thedrivers don't call out thestops and it's hard for me tosee at night, so I think thiswould be really helpful."

Reliability

Providing information must be done consistently. An electronicdisplay on a bus in Germany announces the next stop.

"The schedules change 2 or 3times a year, so you have tomake sure someone is goingto go around and change theinformation that's posted."

Keeping Information Up-to-Date and Maintained

Passengers feel that if transit agencies are going to provideinformation, they should also take the responsibility for makingsure the information is accurate.

ON-BOARD INFORMATION

G U I D E T O S E L E C T I N G F E A T U R E S

$$$$$$$$$$$$$$$$$$$Approximate Price

of On-Board Info$$$$$$$$$$$$$$$$$$$

Level 1 - $ 100Level 2 - $1,200

Note: As new informationtechnologies are developed,the costs for automated orelectronic stop displays maycome down

$$$$$$$$$$$$$$$$$$$Ways to Offset

Costs$$$$$$$$$$$$$$$$$$$- Advertising/Sponsorship ofposted maps and schedules

Types of Information to Test with TransitDesign Game

"Some of theolder buses arereally noisy,and you reallybounce arounda lot."

RIDE QUALITY

RIDE QUALITY

G U I D E T O S E L E C T I N G F E A T U R E S

"I think it's important forpublic transit to compete tosome extent, from a comfortpoint of view, withautomobiles. I think it wouldencourage more people touse buses."

Impact on Transit Ridership

This feature refers to the smoothness of the ride and thequietness of the transit vehicle. As a relatively expensivefeature, ride quality ranked at the bottom of the list in terms ofboth its appeal to passengers willing to forego a fare reduction,as well as in its impact on transit ridership. Still, it was clearlyimportant to certain types of passengers, especially for higherincome riders and men.

Potential Customer Preferences

"Some of the [older buses]shake, and rattle so badlythat you can't read anything.I feel sorry for some of theolder folks. I like to considermyself somewhat young, butit really jars me. I can'timagine being my mother'sage and trying to ride thatbus. I don't think she'd wantto ride it again."

"Choice" Riders

Among Choice riders, who do have cars available to them, ridequality may make a difference.

"I think this is absolutelyessential."

Higher Income, Male Riders

Higher income riders, and especially men, may have a strongerpreference for the quieter and smoother ride quality.

RIDE QUALITY

G U I D E T O S E L E C T I N G F E A T U R E S

Potential Passenger FunctionalConcerns

"I wanted a quieter andsmoother ride but it was fartoo expensive."

Reasonable Cost

While passengers may want to improve ride quality, they wantit done at a reasonable cost.

"Some of the older buses arereally noisy, and you reallybounce around a lot ...I don'tknow how much it would costto have a maintenance guyjust take a screwdriver andfix a few things..."

Maintenance

Better maintenance of buses is also a key ingredient ofimproved ride quality.

RIDE QUALITY

G U I D E T O S E L E C T I N G F E A T U R E S

$$$$$$$$$$$$$$$$$$$Approximate Price

of Ride Quality$$$$$$$$$$$$$$$$$$$

Note: This is not a featurethat can be purchased, but isachieved through a mechani-cal upgrade to a bus.

$$$$$$$$$$$$$$$$$$$Ways to Offset

Costs$$$$$$$$$$$$$$$$$$$- Work with manufacturers onmaking simple changes, suchas better insulation ofengines.- In Seattle, the design andcomfort of the basic bus wasimproved without costingmore to build or operate

Types of Information to Test with TransitDesign Game

Note: The price deferential between Level 1 and Level 2 underthis amenity category is quite large and begs for thedevelopment (or inclusion) of intermediate solutions, such aswere introduced in Aspen (Case Study 4-2).

"One thing I like par-ticularly about our bussystem is that we haveexcellent bus drivers —pe r s o n a l i ty- w i s e ,they're very helpful,will give us informationat the drop of a hat,very accommodating.They will give us direc-tions and tell us wherebusiness places andother things are, newplaces we need to goand don't know wherethe stops are. They basi-cally are just superb inmy book and have beenfor many years."

COURTESY-TRAINEDDRIVERS

COURTESY-TRAINED DRIVERS

G U I D E T O S E L E C T I N G F E A T U R E S

"If you're going to be ridingthe bus on a continual basis,it's important that yourdrivers have some courtesyand respect you."

"There have been some busdrivers I've ridden with, andthey didn't know all theroutes, so I think the trainingshould be a little bit morecomplete."

Impact on Transit Ridership

Because courtesy training is not an expensive proposition, itwas a middle level choice of riders willing to forego a faredecrease. While courtesy training was not ranked the highest inits ability to attract more riders, courteous drivers arerecognized as important to a pleasant passenger experience.

Potential Customer Preferences

"Some of the drivers arepretty rude. They should getmore training."

Women

Courtesy is welcomed by all riders, but may especially beappreciated by women.

Potential Passenger FunctionalConcerns

"The bus drivers don't seemto know the connections.That's another kind oftraining I'd like to see themget. I don't think there's anyexcuse for drivers not to beable to give good directions."

Route Training

It is not just courtesy training that is required, but riders areconcerned that many drivers know the system well enough toprovide accurate information about transfers and routing or togive directions.

COURTESY-TRAINED DRIVERS

G U I D E T O S E L E C T I N G F E A T U R E S

"Is waiting for me to sitdown a question of courtesy,safety, or comfort? I thinkit's partly safety, especiallygiven the slick floors from allthe rain."

Comfort and Safety

Again, concerns extend to respect for passenger needs andsafety.

"I didn't spend in thiscategory because I don'tbelieve people can be trainedto be courteous. I think theycan be given reductions inpay and they will be behaviormodified to be courteous, butyou can't teach someone howto be nice. You can onlyencourage or discouragethem."

Training Effectiveness

You can teach anyone to drive a car, some say, but not to bepersonable and friendly. In San Francisco, people whoexpressed dismay with drivers on other routes in the City ravedabout the quality and courtesy of the conductors on the F LineStreetcars. This group of drivers is a self-selected one, chosennot only for their enthusiasm for the streetcars they drive,maintain and care for themselves but also for their "peopleskills."

COURTESY-TRAINED DRIVERS

G U I D E T O S E L E C T I N G F E A T U R E S

$$$$$$$$$$$$$$$$$$$Approximate Price ofCourtesy Training$$$$$$$$$$$$$$$$$$$

Level 1 - $ 300

$$$$$$$$$$$$$$$$$$$Ways to Offset

Costs$$$$$$$$$$$$$$$$$$$- Training incorporated intoregular driver training pro-gram

Types of Information to Test with TransitDesign Game

"It's good tofeel nice andcushioned."

ON-BOARD SEATING

ON-BOARD SEATING

G U I D E T O S E L E C T I N G F E A T U R E S

"Whenever I see those hardseats, I just want to go homeand get back in my car."

Impact on Transit Ridership

The modestly padded seat was one of the top choices of thosewilling to forego a fare reduction in order to get this improvedseating -- although the fully padded seating ranked near thebottom of the list. On the other hand, these fully padded seatsranked very high in their ability to generate more transit trips, insecond place in Rochester and Portland, ranking third or fourthplace in Ann Arbor, Aspen, and San Francisco.

Potential Customer Preferences

"I thought there should besome padding on the seats.I've been on some buseswhere there's absolutely nopadding on the seats, andusually it's a half an hourride, and it getsuncomfortable. I figured itwas worth a couple of pointsto have some padding; itdoesn't have to be deluxe witharms and a headrest."

"I didn't choose the headand arm rests, but I've seenit on buses where the rideis really long, because youwant to be as comfortableas you can for as long aspossible. The seatingshould be as deluxe aspossible for people withlong commutes."

Riders with Longer Trips

Length of trip may have a significant effect on rider preferencefor padded or more deluxe seating.

ON-BOARD SEATING

G U I D E T O S E L E C T I N G F E A T U R E S

"I think the comfort of theseats should be comparableto that of a car."

Higher Income Riders

Because fully cushioned seating most closely resembles thekind of seats one finds in automobiles, fully cushioned seatingmay be preferred by higher income riders.

Potential Passenger FunctionalConcerns

"We need more spacebetween the seats or aisles.It's not fair for people thatare heavier set. It makes themfeel uncomfortable. Someseats should be wider."

"For people that are a littlebigger and are sitting on theridge between two seats, itcan be really uncomfortable.Unscooped seats would solvethe problem...or wider ones."

"I like the arm rests toseparate me from the personnext to me who is sometimesnot the most desirableperson."

Comfort for a Variety of Situations

Seat designs should be tested to make sure they work forpassengers from the point of view of shape, material, width, andother design factors. This seat is wider than other seats on thesame bus.

ON-BOARD SEATING

G U I D E T O S E L E C T I N G F E A T U R E S

"The kids would have a greattime ripping up the cushionedseats. They would bedestroyed within a week."

"I would avoid the cushyseats because I think it holdssmell, and is tempting forvandals."

$$$$$$$$$$$$$$$$$$Approximate Priceof On-Board Seating

$$$$$$$$$$$$$$$$$$

Level 1 - $2,000Level 2 - $5,000Level 3 - $6,000

$$$$$$$$$$$$$$$$$$Ways to OffsetCosts

$$$$$$$$$$$$$$$$$$- Work with Manufacturers- Select durable fabrics-Tailor seat design tocustomer types

Keeping Them Maintained

In the minds of some passengers, padded seating brings with itadded responsibility on the part of the transit agency.

Types of Information to Test with TransitDesign Game