Luis has not owned a car in nine years. He takes two buses to a 6 am shift and is the first person in the kitchen, so a missed transfer means forty people eat late. He uses the transit app for arrival times, a paper schedule taped inside a cabinet as a backup, and the driver's word above both.

• Know, before leaving the house, whether the 5:12 bus is actually coming
• Get a warning when a detour moves his stop
• Reload his fare card without a trip to the downtown office

• Arrival predictions that count down to zero and then jump back to twelve minutes
• Service alerts written in agency language that does not name his route
• An app that uses his data allowance on maps he does not need

• A snow morning: he needs to know in one glance whether routes are running on a reduced schedule
• His transfer bus is late; he wants to know if the next one is close enough to wait for
• His fare card is declined at 5 am with no one to call

Illustrative composite. Drawn from public transit rider surveys and from patterns Mobility Labs has seen in mobility and transit projects. Not a research persona: no riders were interviewed for this specific profile.