Provide an Intuitive Experience
Our system is easy-to-use for all, regardless of familiarity, language, or ability, welcoming riders from across the world. We provide convenient services and the right information, at the right time, for a smooth and enjoyable journey.
Embrace the Door-to-Door Experience
Our riders’ travel experiences start when they begin planning their trip and don’t end until they reach their destination. SEPTA is working to make every stage of the journey simple and accessible for everyone —from planning a trip and getting to the station, to boarding and making a transfer. Vehicles should be safe, clean, and modern and a journey should not feel disconnected and disjointed. Creating an intuitive experience across the entire customer journey will require new levels of collaboration and engagement.
Address Technology as 21st Century Infrastructure
Many riders rely on technology to inform travel decisions and navigate across the region. We must invest in customer-facing technology, and the people and systems that support it, to make it easier for our riders to access the information they need, when and where they need it. Technology does not replace the need for investments physical infrastructure, but it should be seen as important element of 21st Century infrastructure.
Design for Users’ Understanding and Experiences
SEPTA is a consolidation of different transit services previously operated by separate entities. Today, terminology, visual imagery, and sign location varies between Regional Rail, buses, and rail transit, creating uncertainty and confusion for riders. Clear, consistent, and predictable signage and wayfinding information empowers riders–particularly visitors and those with less experience–to navigate the system with confidence. This also helps existing riders use transit when they need to take a trip that may be new or different, such as going to a new restaurant or a doctor’s appointment.
Integrate Trip Planning and Payment
Planning and paying for a trip on SEPTA should be simple and straightforward. Riders have more options than they did a decade ago, and we must strive to make SEPTA the more affordable, safe, and sustainable option for getting around the Southeastern Pennsylvania region. This includes providing information riders need to plan and pay for their trip across different modes, compare travel options, and make the choice that is right for them.
Communicate in Real-Time
Riders need accurate, real-time information—about when the next bus is arriving, when they’ll reach their destination, or when detours are in effect—to make the best travel choices for themselves and efficiently plan their journeys. This information is available for much of the SEPTA system, but we’re going to make sure that it’s easy to access and easy to understand, including at stations and bus stops.
Provide Accessibility for All
Every SEPTA rider has unique needs and we are committed to providing mobility choices for everyone—regardless of physical ability, language, or other characteristics. We have made significant progress in upgrading our system for all riders and will continue to prioritize accessibility improvements across the system. These investments benefit all our riders, including those may use a mobility device or push a stroller.
