As we all know because we pay attention to these things, the MTA raised their fares yesterday at 12:01 a.m. Throughout the system, stations featured SubTalk posters with the new fare structure, but what about people sitting at home? How could they find out the latest fare information?
The obvious and most logical place to look would be the MTA’s Web site. After all, in 2009, when people at home need information fast, they generally turn to the web. As those who cover the subways for the city’s papers did a poor job of covering the fare hike on the day it went into effect, we would expect the MTA’s site to draw attention to the new hikes.
The only problem is that it didn’t. As you can see from the above screenshot — click the image to enlarge — the site looked the same as it did on Friday. The graphics boxes on the right side did not broadcast any new information, and just two links in the very busy right sidebar — one under “Features” and one under “Facts & Figures” — went to the new fare information. Neither of those two links were on top in their respective boxes, and both had been featured on the home page for some time. Meanwhile, nothing on the New York City Transit homepage featured anything about the new fares.
My critiques of the MTA’s site are nothing new. When Washington’s WMATA unveiled its new site in January, I took the MTA to task for its poorly designed and organized site. The story today is much the same. The Web site is the public face of the agency, and it should present the vital information in clear, easy-to-find areas. Riders should be able to get the new fare information right away; they shouldn’t have to click around for it.
In survey after survey, straphangers say they don’t trust the MTA because the agency is not transparent and tough to reach. Their site is full of useful and interesting information for those that want to dig, but we shouldn’t have to dig for fare information. In a web-focused age, the MTA’s current site leaves much to be desired.
9 comments
It seems to be the same as removing the gasoline prices on the gas station signs and having only the prices on the pumps themselves.
It’s certainly an apt comparison. Unlike a profit-driven gas station though, the MTA is a public-benefit corporation. It’s providing a service to New Yorkers and obviously not out to maximize profits. They should be more forthcoming with the information.
One of my hobbies is hoarding maps from various systems around the world… so I’ve seen a LOT of these sites, and the MTA’s site ranks near the very bottom any way you look at it: usability, attractiveness. It’s been what, 10 years with this design? Ugh.
Don’t knock it. If there’s one thing New York’s good at, it’s nostalgia. Vintage 1999 websites are eventually going to be prized, just like vintage 1900 brownstones.
Ha! Sounds like you read this Greater Greater Washington piece on DDOT’s website getting landmark status:
http://greatergreaterwashingto.....gi?id=1935
I haven’t, but it sounds so plausible…
[…] site is notably silent on the fare hike. The lone link goes back to the hard-to-find page on the MTA’s website, and the organization doesn’t have anything resembling a one-pager […]
Whaa whaaa! Goodness, people complain about everything. Didn’t know about a fare hike? (Answer: What hole have you been living in???!!)
Seriously?
It’s not just WMATA’s web site that’s better, they seem to do a very good job with public communication in general. I just read their FAQ on the train accident and several of their service advisories, and I’m impressed. They are forthcoming, factual and concise. Compare that to our service advisories, particularly the half-sentence text messages we now get that give the least possible amount of information. “Due to a police investigation, please expect delays on X until further notice.” Better than nothing, I guess, but they tell you nothing about the severity or likely duration of the event.