Comment by sfink

Yes. As long as we're looking for relatively easy or cheap improvements, I believe that UX is a huge one. Buses have a long tradition of user-hostile design. "Exact change only", unhelpful and condescending and impatient drivers, unwritten etiquette rules, and everything else you listed.

It has always baffled me why they make it so hard for first-time users in particular. Sure, they mostly care about the regular customers who make up 99% of their passengers, but everyone has to be a first-timer before they can be a long-timer. It's not just UX papercuts, the experience seems designed to be maximally hostile. Is it because one more marginal person is a little more delay, a little more crowding, etc? It feels like there are perverse incentives at work.