Caltrans Highway Information Network

Caltrans needed to understand how drivers use Caltrans’ toll-free phone line and website for trip planning, and how it compared to other services available to drivers, including emerging technologies. We began with a complete analysis of competitive products, including their attributes and benefits. This became the basis for focus groups to better understand drivers’ needs and reasons behind their choices, as well as their reactions to potential future services being considered. We conducted separate focus groups to focus in northern and southern California with commuters, business travelers and truckers. Based on the findings of these groups, we began conducting a series of customer surveys to understand how they use the toll-free phone line and website, and track satisfaction with product improvements.

Results: Focus Groups and two sets of customer tracking surveys are complete, with a final wave of surveys planned for 2009