Consider a new rider venturing onto a bus for the first time. She is unsure of the route. Perhaps she’s unsure of the fare. The bus driver, who after all is driving a bus, doesn’t have much time to hand-hold and guide the new rider. She feels a little bit like she just got on a roller coaster and hopes that it goes the right way.

How can we give her more control?

We can make sure that every single bus has a route map. Without exception.

We can include a first-time riders sheet to distribute on every single bus. Without exception.

We can distribute a new rider hotline number with specially trained call intake personnel who can guide a new rider and talk them through the experience of a new bus ride while they are on their mobile phone (”I don’t know where I am or where I am going! Will this bus go to X?”)

We can cultivate a volunteer organization of frequent riders to help new riders. These volunteers can wear buttons or T-shirts and when they see new riders, offer to help. Maybe the volunteers get a free pass or some other recognition for their efforts.

Keep up the good work, guys–hope the agencies are listening!