Users have been less than impressed with Translink’s recently updated app. Countless users have complained regarding functionality that is lacking that was available in the previous incarnation. As a result the developer phased out the old MyTranslink app, being out of support. Funnily enough, many of those users have migrated to the new version, now just named Translink. Siemons Mobility created this app with more than $3 million in funding from the Queensland taxpayers’ pocket. It is supposed to be a game changer for making transit more accessible, but early reviews suggest it may not be living up to the hype.
On Sunday, Translink opened up an extremely cool new set of features in their app. Now, users can include an additional “via” stop in their trip plans, see nearby departures right from the home screen, and see journey recommendations sorted by duration or departure time! In fact, the app was highly criticized, rated just 1.1 stars on the Apple App Store and 1.3 stars on Google Play Store. This speaks to a deeper frustration plaguing users, even after the recent changes touted to improve usability.
User Concerns Over Missing Features
Our user friends have expressed their outrage at the omission of key capabilities from the new app. Buckley, a regular user, was quick to point out the tricky questions surrounding the app’s exorbitant development cost. She complained that the bill is devoid of basic provisions.
“It’s very confusing how an app that costs that much and has been in development for that long is missing fundamental features,” – Ms. Buckley
Rowan Gray, another regular user, chimed in with an emphatic YES. He told me that every function it had before, the new app should have retained. He continued, without these critical planning tools, users would have a harder time finding their way through public transportation.
“All of the features on the old app should be available in the new app for people who need to catch public transport,” – Rowan Gray
Gray cautioned against raising user expectations for these new functionalities, lest they be left disappointed. Or they may be angry if they are unable to locate their local bus or train timetable.
Translink’s Response and Future Improvements
In response, Translink admitted that they fell short with their new app and promised users that they will continuously improve the product. Anjune Singh, Translink’s Public Engagement Specialist, answered community questions and concerns with a palpable excitement. He underscored the iterative improvements they’ve made during the last year.
“Over the past 12 months, we’ve had the Translink app out there; we have been making iterative improvements and development and customization to the app,” – Anjune Singh
He tweeted recently to remind everyone that most users hated the old app. The team’s been making concerted efforts to pump new features into the new version.
“I won’t pretend that people loved the old app either; there was lots of functionality that wasn’t available in the new app that we’ve been able to put into the new app,” – Anjune Singh
Translink is currently developing the integration of real-time data to alert travelers of delays. This feature should be a major improvement to user experience, letting users know when public transport arrival times change.
Looking Ahead
While as Translink works to improve its user experience, users can only hope that future app updates would rectify their complaints. The company plans to have route timetables implemented in the app by the end of the year. But until that time comes, many users are still left to deal with an application that doesn’t fully serve their use cases.
