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CTA staff previews customer journey mapping, four rider personas and 2025 actions
Summary
CTA customer‑experience staff presented a customer‑journey framework and four personas to board members, and mapped planned 2025 activities (cleanliness, safety, rider outreach, dormant‑rider reengagement) to address top pain points.
CTA customer experience staff used the retreat to present a structured customer‑journey framework and four persona profiles the agency plans to use when prioritizing 2025 work. Nicholas Krone, vice president (Fair Systems, Office of Planning and Innovation), told the board the project consolidates quantitative and qualitative sources — Ventra trip data, surveys and focus groups — into a single journey map and prioritized actions.
Staff described four illustrative personas — an “excited visitor,” an…
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