Trapeze Blog 10 Steps to Building Rider Adoption of Your Paratransit App

By Audey Korpus As the paratransit industry evolves, technology is essential in enhancing service efficiency and rider experience. However, riders, including passengers with disabilities, seniors, and other vulnerable groups, can face significant challenges in adopting new paratransit apps. This guide explores practical strategies transit agencies can use to encourage riders to embrace these apps, leading to improved access to services, increased customer satisfaction, and a more streamlined operation.   1. Understanding Rider Needs and Preferences  Before rolling out an app, it is crucial to understand your riders' specific needs and preferences. Riders of paratransit services often have varying levels of comfort and experience with technology. Transit agencies should:  Conduct Surveys and Focus Groups: Engage riders through surveys or focus groups to learn about their expectations, comfort level with technology, preferred devices, and potential barriers to adoption.  The staff knows their customers and their needs. Gather input on ways to get riders to use the App.    Leverage other paratransit agencies by learning how they succeeded in adopting their rider apps.    2. Easy Onboarding and Training  Using a new app might be overwhelming for some riders, especially if they need to be tech-savvy. Simplifying the onboarding process can encourage adoption:  Guided Tutorials and Instructions: Include tutorials, how-to videos, and step-by-step guides within the app to help new users get started.  Offer In-Person or Virtual Training Sessions: Host training sessions at community centers or senior facilities to help riders learn how to use the app. Provide virtual training options for riders who prefer learning remotely.    3. Incentivize Adoption  Incentives can play a significant role in encouraging riders to try out a new app. Consider offering:  Discounts or Free Rides: Provide a discount or a free ride for riders who book through the app for the first time.  Reward Programs: Implement a rewards program where riders earn points for using the app, which can be redeemed for free rides or other perks.    4. Partner with Community Organizations  Community organizations often have direct contact with paratransit riders and can help promote adopting the app.  Leverage Community Partnerships: Collaborate with local disability advocacy groups, senior centers, and healthcare providers to spread awareness and provide app training.  Community Events and Workshops: Host events or workshops at community centers to demonstrate how the app works, answer questions, and provide hands-on assistance.    5. Offer Multiple Support Channels  Riders may encounter issues or have questions while using the app. Providing multiple support options helps ensure they get the assistance they need:  24/7 Customer Support: Offer a dedicated support line or chat service available around the clock.  In-App Help Center: Integrate an in-app help center with FAQs, tutorials, and troubleshooting guides.  Human Assistance: Provide the option for riders to book rides over the phone or get help from a transit agency staff member if they experience difficulties with the app.    6. Consistent Communication  Keeping riders informed about the benefits and features of the App can encourage ongoing use.  Regular Updates and Reminders: Send regular updates and reminders about app features, including new enhancements or promotions.  Use Multiple Communication Channels: Leverage email, SMS, social media, and even traditional mail to communicate with riders who may not frequently use digital channels.  Success Stories and Testimonials: Share testimonials from other riders who have successfully used the app to improve their transit experience.    7. Gradual Rollout and Testing  A gradual app rollout can help identify issues and improve based on rider feedback before a full-scale launch.   Pilot Programs: Start with a pilot program in a small area or with a specific group of riders to test the App and gather feedback.   Iterative Improvements: Use feedback to make necessary adjustments and continue refining the App before expanding it to a larger audience.    8. Promote Accessibility Features  Paratransit riders often have unique needs related to mobility, hearing, vision, or cognitive impairments. Highlighting the app's accessibility features can encourage adoption.  Compatibility with Assistive Devices: Ensure the app works seamlessly with devices like screen readers and other assistive technologies.  Accessible Communication Options: Provide information in multiple formats, such as text, audio, and video, to accommodate different preferences.    9. Collect and Use Rider Feedback  Once the App is in use, continue gathering feedback from riders to improve the experience.  Surveys and Feedback Forms: Regularly collect feedback through surveys, app reviews, and in-app feedback forms.  Focus Groups and User Testing: Conduct focus groups with different rider demographics to test new features and gather insights.  Act on Feedback: Show riders feedback is valued by implementing suggested improvements and communicating these changes.    10. Leverage Marketing and Outreach Efforts  Make sure your marketing efforts effectively communicate the benefits of using the app.  Highlight Key Benefits: Emphasize how the app simplifies the booking process, provides real-time updates, or offers more flexible scheduling options.  Create How-To Content: Develop marketing materials that explain how to download, install, and use the app. This could include printed guides, videos, or online resources.  Use Targeted Outreach: Focus outreach efforts on places where riders already interact, such as senior centers, disability services offices, or healthcare facilities.    Conclusion  Encouraging the adoption of paratransit Apps requires a thoughtful approach considering the needs of diverse rider populations. By focusing on accessibility, providing comprehensive training, leveraging community partnerships, and maintaining ongoing communication, transit agencies can drive app adoption and improve the overall rider experience. This, in turn, leads to more efficient operations, better service quality, and greater rider satisfaction.   By following these strategies, transit agencies can help riders embrace technology that enhances their transit experience while making services more efficient and user-friendly. The key is maintaining an ongoing dialogue with riders and refining the App based on real-world feedback to meet their evolving needs.