Introducing Service Design: end-to-end service management in one place.

Behind every strong transit network is a team making hundreds of essential decisions—where to place zones, how riders connect to fixed routes, and how service adapts to shifting demand. The challenge? The data and tools needed are usually fragmented—planning in one tool, operations in another, outcomes analyzed in spreadsheets after the fact—making it difficult to run responsive, high-performing services.

Plan, manage, and evolve your demand-response services in one place.

Service Design changes that. Plan, manage, and improve demand-response service as one team, in one place. Instead of drawing zones here, editing policies there, and hoping it all works in the real world—you can see your full network on a single map, analyze ridership patterns, and adjust service in clicks, publishing instantly to operations and rider-facing tools.

The result? Run services that are integrated with your broader network, more responsive to riders, and easy to manage across teams—even during live operations.

Take a look at how teams use it daily, weekly, monthly and beyond.

Daily use case: Make service changes operational instantly.

Weather closure? Holiday service hours? Unexpected change in service? Don’t worry, make service exceptions and publish to journey planners in just a few clicks—right from the map.

Weekly use case: Adjust stops and zones for real world needs.

Expanding access to a new senior center? Need to detour around construction? Adjust zone boundaries or stops in a click and publish changes to riders instantly.

Monthly use case: Use data to refine service. 

Ridership patterns and trip data appear directly on the planning map—no more jumping between tools. Spot gaps, explore trends, and make updates that reflect real rider behavior.

Our AI recommends updates too. It can suggest expanding a zone with a high volume of trip requests at its’ edge, just outside a key POI like Walmart. You still make the call, but the system helps surface what’s worth a closer look.

Quarterly use case: Evaluate how your whole network works together.

Assess how demand-response integrates with fixed routes and transfers. For example: if a microtransit zone stops just short of a key bus terminal, you can adjust the zone boundary, set the transfer point, and improve intermodal connections—right away.

What happens when you get it right:

When services are placed where they’re most needed and evolve with real rider behavior, the impact shows. Just look at Sioux Falls, South Dakota: 

• 23% increase in fixed-route ridership

• 86% boost in demand-response efficiency

• 100% population coverage, up from 60%

• 18% lower cost per ride

This is the kind of transformation we aim to help you achieve. With Service Design, your team can collaborate on service updates, respond faster, and make confident, rider-centric decisions.

Want to learn more? Check out Via's microtransit software and operations.