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Thematic Mindmap (Online Unreliability (Inconvenient (app redirects you an…
Thematic Mindmap
Online Unreliability
Inconvenient (app redirects you an external website)
Time-consuming / difficult log in and account set up(go-card number and credit card details)
Online top up isn't immediate (funds not immediately available)
Unreliable (not knowing your money goes straight onto the gocard)
Account debit cancels when fund run out (inconvenient)
Frustrating experience with SST (unresponsive touchscreen)
Time-consuming (unresponsive)
Not-intuitive (older people and tourists may struggle)
Frustration / Stressful process
Slow to cancel when mistake is made (frustrated experience)
Not a reflection of current technology / Outdated Technology
Machines and online services haven't seemed to be updated for a long period of time
Something more suited to needs (cashless society)
Seems behind other states/countries
Translink app: external redirection to webpage to access Go-Card account
Unresponsive Kiosk Machines
Situational inconvenience
situational pressures (waiting in line)
Pressure of missing bus/train
Payment limitations
Online: $20 top up minimum
Buses don't top up go-cards
More payment methods (Apple Pay/NFC)
Kiosk Machine not always accepting crinkled notes and coins
Buses only accepting correct change