ABSTRACT
The new approach takes a consumer perspective in which the goal is to address the riders' needs effectively rather than just improve a system's level of compliance with design standards and rules. The variability presents a difficult problem in evaluation, but new ideas and technologies offer some promising solutions. Some methods for capturing knowledge from riders include guided tours, real-time reporting, online surveys, and diaries. A multi-method approach to evaluation is warranted since each method used alone will always have limitations. In the "Real Time Reporting" method, transit riders reported on problems they identified as they used the system on a regular basis. To accomplish real-time reporting, people developed a new smartphone application, Tiramisu. The daily use element focused on real-time bus arrival and available seats. The Guided Tours and Real Time Reporting provide two means to incrementally improve the accessibility of existing transit systems by engaging riders in "co-design".
