TRB Webinar: Increasing Customer Awareness and Understanding of On-Demand Transit

This webinar was posted on 04/27/2023

June 06, 2023 02:00 PM - 03:30 PM U.S. Eastern
Cost (for your seat)
Professional Development Hours for this webinar
0.00 hour(s)
Continuing Education Hours for this webinar
AAE: 0.00 hour(s)
AICP: 1.50 hour(s)
CLE: 0.00 hour(s)


As transit agencies implement new or expanded on-demand services, effective methods in marketing and customer education are critical for success. TRB hosted a webinar on Tuesday, June 6, 2023 from 2:00 PM to 3:30 PM Eastern that provided findings and insights about how transit agencies and other local government entities approach marketing, customer education, and engagement efforts to improve awareness and utilization of their on-demand transit services or subsidy programs. Presenters shared examples of effort and different approaches such as media materials and advertising, in-person events and street team education, and use of data and technology tools.

This webinar is based on TCRP Research Report 165: Customer Education and Awareness of On-Demand Mobility.

This webinar was sponsored by TRB’s Transit Cooperative Research Program.

The slides and recording are available. 


Webinar agenda and presenters

  1. Research findings – Todd Hansen, Texas A&M Transportation Institute

  2. Large urban case study: LA Metro – Rani Narula-Woods, Los Angeles County Metropolitan Transportation Authority

  3. Small urban/rural case study: BATA – Eric Lingaur, Bay Area Transit Authority

  4. Question and answer session moderated by Mia Zmud, Blue Door Strategy and Research

The first 60 minutes of the webinar were for presentations and the final 30 minutes were reserved for audience questions.


Learning Objectives

At the end of this webinar, participants can:

  1. Evaluate marketing and customer education throughout the life of the on-demand service

  2. Consider tailoring the messaging and medium of customer education to the intended audience

  3. Develop budgeting and evaluation mechanisms for marketing and training efforts


American Institute of Certified Planners Certification Maintenance Credits

This webinar was approved by the American Planning Association (APA) for 1.5 Certification Maintenance (CM) Credits. CM credits provide continuing education opportunities for AICP Certified Planners to continue their professional skills and knowledge. To receive CM credits, Certified Planners should visit the TRB event webpage on American Planning Association and register their participation. If you have problems reporting your CM credits or have general questions about the CM program, please contact the APA