FOR IMMEDIATE RELEASE:
New Rider Experience Lab Will Help Shape Improvements Across Entire Transit Trip
BALTIMORE, MD (May 5, 2026) – The Maryland Department of Transportation Maryland Transit Administration today announced the launch of a new focus group program, the Rider Experience Lab, to gather direct feedback from riders and strengthen the overall transit experience. The Rider Experience Lab complements the agency’s ongoing engagement efforts and is the next step in building a more customer-centered transit system.
“Riders are at the center of everything we do,” said Maryland Transit Administrator Holly Arnold. “This program creates another way for us to incorporate the voice of our riders as we continue to build a transit system that is responsive to the communities we serve.”
Led by the Office of Customer Experience, this program seeks to bring together a diverse set of active transit riders from across the state. By creating a forum that enables the agency to test and refine ideas the Rider Experience Lab will provide a more in-depth alternative to traditional surveys and comment forms. Feedback gathered during these small-group sessions will be shared with staff across departments to help inform agency priorities and guide development.
Individuals interested in sharing feedback and testing ideas to help shape improvements across Local Bus, Light Rail, Metro Subway, MARC Train and Commuter Bus can learn more and complete the Rider Engagement Form at mta.maryland.gov/riderlab. Focus groups are expected to begin this summer and participants will be contacted as sessions aligned with their profiles and topics of interest are scheduled.
The launch of a rider focus group is a key initiative in the agency’s Customer Experience Action Plan which was launched in July 2025. Other recent accomplishments of the Plan include the launch of the Rider Code of Conduct in August 2025, the SeeSay App which allows for discrete reporting of safety concerns in October 2025 and the MARC Student Saver program in January 2026.
The Office of Customer Experience was created in 2024 to improve how riders experience transit services at each stage of their trip. The office integrates performance management data, rider experience studies and real-time information with the goal of creating impactful improvements for riders.
The Maryland Transit Administration is one of the largest multi-modal transit systems in the United States, and operates local and commuter buses, Light Rail, Metro Subway, MARC Train Service, and a comprehensive Mobility paratransit system. The goal of the Maryland Transit Administration is to provide safe, efficient, and reliable transit across Maryland with world-class customer service. To learn more, visit mta.maryland.gov, check us out on Facebook or YouTube and follow us on Twitter/X and Bluesky Social.
MEDIA CONTACTS:
Courtney Mims
Office: 410-767-8367
Cell: 667-392-0157
cmims@mdot.maryland.gov
Paul Shepard
Office: 410-767-3935
Cell: 443-622-4181
pshepard@mdot.maryland.gov
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