MBTA Makes It Easier for Young Riders to Apply for Reduced Fare Program

Overview

The Massachusetts Bay Transportation Authority (MBTA) provides public transportation — including subway, commuter rail, bus, paratransit and ferry service — in the greater Boston Area. Last year, MBTA launched an easy-to-use online application for its Youth Pass program, which provides half-price fares to young riders with low income.


Impact

The new online service, which guides users through a secure application process and requires the minimum amount of information to determine eligibility, has increased participation in the Youth Pass program by 112% since its launch in October 2021, according to MBTA.

The online application process, which replaces a paper form, is available on any internet-connected computer or mobile device. The digital form is accessible to people using screen readers, automatically translates based on selected language preferences and provides real-time feedback to applicants to help them complete the process. The application also provides examples of which eligibility documents are needed and allows applicants to choose how they would like to receive their fare card. After submission, automatic email notifications include relevant next steps, eligibility determinations and instructions for card pick up (if applicable).

Internally, the process routes completed applications to program administrators at municipalities in MBTA’s service area to determine eligibility. It also includes a reporting platform that lets administrators monitor real-time enrollment and demographic data for their area.


Advice

MBTA’s Reduced Fare System team used agile design and development methods to build the online application in two months. The team communicated regularly with stakeholders throughout MBTA, conducted user testing and research with riders and Youth Pass administrators, and then built a minimum viable product. MBTA also conducted penetration and accessibility tests through third parties to guarantee security and accessibility compliance. The application form and processes undergo continuous improvement based on ongoing user research.