In this episode of Stop Requested, Levi McCollum and Christian Londono talk with Kristin Taylor, Senior Director of UX at the MBTA and Chief Experience Officer for TransitOPS. Kristin shares how UX research, service design, and civic technology can help transit agencies build tools that work for riders, frontline teams, and agency staff.

The conversation explores why trip planning depends on more than an app, how accurate data and real-time communication shape rider trust, and why agencies should define the problem before buying or building technology. Kristin also discusses GTFS, service alerts, open-source tools, cross-functional ownership, and the practical work of making transit technology easier to use and sustain.