This article first appeared in Citizen Matters on January 11, 2025
Smartphones have become an integral part of our daily existence, making them nearly essential entities in several of our lives. Smartphone apps continue to grow and evolve for an ever expanding array of purposes, including transportation. Route finding, taxi hailing, and ticket booking are all functions that users now have access to, via a range of convenient tools to facilitate their daily commutes. These digital solutions not only enhance the commuter experience but also contribute to reducing traffic congestion and pollution by helping commuters find the shortest routes, cheapest routes, least congested routes etc. Some of the widely popular transport-related apps, like Google Maps, Chalo, Ola, Chennai Metro, UTS, and the Chennai Bus App, are popular among the public. One such notable application is the Chennai Bus application launched by the Metropolitan Transport Corporation (MTC).
Recently, Citizen consumer and civic Action Group (CAG) analysed the usage of the Chennai Bus app among its commuters to find out the efficacy of this application. The primary aim of this application is to help commuters, particularly those unfamiliar with the city, to find nearby bus stops, and help them navigate the city using the bus network. The application was launched in 2022 in the Android version and later expanded to the iPhone Operating System (iOS) in 2024. This app uses Global Positioning System (GPS) technology and offers features like route mapping and an SOS button for emergency contacts.
The study surveyed around 506 MTC commuters. Among those who have downloaded the Chennai Bus app, we discovered that 70% use it very rarely, 14% use it once a month, 3% use it once or twice a week, 6% use it every alternate day and only 7% use it everyday. Users of the Chennai Bus application have reported that they primarily utilise the app to check arrival and destination times, identify bus numbers or stops, understand bus routes, and track MTC buses. Problems with the app, as reported include, frequent freezing, inaccurate bus information, poor GPS features, lack of essential features such as ticket prices, and infrequent updates on bus schedules, among others. Around 38% of surveyed respondents reported that the application frequently freezes, and takes a considerable amount of time to load, making it quite frustrating to use. In addition, approximately 29% of respondents indicated inaccuracies in the displayed bus routes. Some routes have changed due to ongoing metro construction, but these updates are not reflected in the application, leading to confusion among users. Some of the commuters also mentioned that in areas with weak network signals, the internet data is often insufficient for the application to load, rendering it unusable. In addition, the application consumes a significant amount of data to load, necessitating a high-speed internet connection for optimal performance. The Chennai Bus application has the potential to serve as a valuable resource for MTC and SETC passengers. To reach this target, developers need to re-think the app construction, and demonstrate a dedication to improving the app's functionality and overall user experience.
Recommendations to improve the app include a complete redesign of the user interface, regular updates to ensure accurate information, and the incorporation of additional functionalities that meet the needs of modern commuters. Additional features such as display of bus types, ticket cost and crowd inside the bus can be included. By addressing these concerns, the Chennai bus application has the potential to become a more integral part of daily travel for the city's residents.
While smartphones might seem quintessential to those of us reliant on its versatility, the survey actually revealed that only 57% of surveyed MTC commuters have access to a smartphone, with 34% relying on keypad mobiles and the remaining 9% without a mobile at all. This in itself excludes a chunk of commuters from being able to benefit from the app. Another study conducted by CAG also found that most people rely on word of mouth information from friends/family members and fellow commuters for route planning and intracity commute options. Less than a quarter of the respondents used the internet to find information on public transit and only 4% of the people used mobile based applications. Similarly younger users are more likely to engage with transport applications such as the Chennai Bus App due to their greater familiarity with technology. Conversely, older commuters are less likely to use smartphones and mobile apps for public transportation needs. This indicates that transport apps (even robustly designed ones) predominantly appeal to narrow segments of the population, leaving a significant portion of commuters reliant on alternative sources for public transport information. If we are to cater to the wide range of commuters that our public bus network carries, we need to improve our public transport information systems to go beyond just phone applications and websites.
Ultimately, the goal is to leverage user feedback to guide informed decisions for future updates and improvements to the application. By prioritising the needs and preferences of the users, we can ensure that the Chennai Bus application continues to serve as a valuable public tool, enhancing patronisation of the public transport system, fostering greater and more equitable mobility.
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