What is the Rider Experience Lab?

Rider Lab team members sit at a conference table and use post it notes to organize their ideasThe MTA Rider Experience Lab is a new focus group program that enables the agency to test ideas to help shape improvements across MTA Bus, Light Rail, Metro Subway, MARC, and Commuter Bus services. Feedback gathered during these small-group sessions will be shared with MTA staff across departments.

Here is what you can expect from being part of this group:

  • Participate in conversations to help inform agency priorities and guide development.
  • Test new ideas that help MTA improve service and the rider experience.
  • Provide feedback on topics such as safety, cleanliness, digital tools and more.

 

How to Get Involved

  1. Sign Up: Complete the Rider Engagement Form below to tell us about your transit habits and interests.
  2. Selection: When an upcoming Lab session aligns with your interests, an MTA Team Member will get in touch with you.
  3. Collaborate: Join small group sessions (in-person or virtual) with fellow transit riders who share similar interests and experiences. Sessions will be scheduled throughout the year.

About the Office of Customer Experience

Created in 2024, the Office of Customer Experience is dedicated to improving 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.