The recently released Victorian Public Transport app has received over 2,200 ratings in the app store, equating to a measly 1.5 stars.

Subject lines of the reviews include, ‘Frustrating frustrating,’ ‘Zero stars, really’ and simply ‘Awful’.

Complaints

There isn’t much positive to stay about the app, which loads a map, flashing an instruction many won’t grasp the first time. The technology of selecting a destination on the map may appeal to some, but others will be confused.

Functionality

Those who could work out how to request information from the app found the results weren’t provided, or loaded too slowly to be of use.

Captive audience

The blessing and the curse of this kind of app is the captive audience, who are hungry for information. Well-executed, an effective app can build good will and plenty of return visits. When it fails, it’s a cocktail of a high-profile organisation people already love to criticise, together with real frustration of not being able to access information essential to their transport.

User testing

A spokesperson for PTV indicated that it would take time for users to get used to the app. The disconnect highlights the importance of user testing early in app development to not only iron out any issues with functionality, but also to identify what users want. Many users point the finger at irrelevant ‘bells and whistles’ slowing down the app’s ability to deliver basic essential information.