Wednesday, June 14, 2006

BART breakdowns make for bad user experience

On a Bay Area Rapid Transit (BART) commute experience...

"Yesterday and this morning the BART system had a failure, one far more severe than the other. The different comments from the users (the commuters stranded on the platform) showed the different perceptions of the two outages. Yesterday the delay was over an hour and a half, and the grumbling from the commuters was significant. Many people were upset and not afraid of sharing that. Today, few people mentioned it. Why?

Communication and recovery time."   continued ...   (Via The User Advocate)

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