The project: The Connecticut Department of Transportation (CTDOT) developed a Customer Experience Action Plan to shape a visionary, customer-focused future for the state’s public transportation system. IMEG led the public and stakeholder engagement process to ensure the plan reflected the needs and voices of Connecticut’s diverse communities.

The goal: The goal of the Action Plan was to enhance the customer experience across Connecticut’s public transportation network. By prioritizing rider satisfaction, the plan aims to better serve current users, increase customer loyalty, and attract new riders, ultimately supporting increased public transit usage statewide.

Design approach: Scope of work involved leading a comprehensive engagement strategy that included developing the project’s vision, branding, and website. The team facilitated focus groups, stakeholder interviews, and advisory committee meetings, and carried out wide-reaching public engagement activities. This also included a public awareness campaign to boost visibility and encourage participation in the planning process.

Project outcome: The resulting Action Plan outlined clear, actionable steps to improve the public transportation customer experience in the short term while supporting a long-term vision for a more rider-centered system. Through inclusive engagement and strategic outreach, the plan successfully reflected the voices of Connecticut’s transit users and laid the groundwork for a more accessible, responsive, and user-friendly public transit network.