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Northeastern University *

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Information Systems

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Feb 20, 2024

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docx

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MBTA Controversy: Shutting down MyCharlie website – Report Overview of the Case Study: The Massachusetts Bay Transportation Authority (MBTA) has stirred controversy with its decision to shut down the widely-used MyCharlie website, a platform enabling Boston commuters to conveniently reload their CharlieCards online. Effective after 8 a.m. on November 15, the outage is a component of the MBTA's plan to launch a new, apparently more user-friendly website. The absence of online CharlieCard reloading has disappointed customers, despite the new platform's appealing features, which include improved safeguards against loss or damage and the capacity to register multiple cards. In Brief: Changes in Recharging Methods: Recurring monthly passes on the MyCharlie website will be suspended from November 15 onwards. To make things easier for customers of commuter train, ferry, and express bus services, there is an exception allowed for online Charlie ticket purchases for these routes. MyCharlie Account Migration: All user data will be transferred from the MyCharlie account to the new website. Users will need to register for a new MBTA account using the email address they used to register on the MyCharlie website in order to continue enjoying the services. Improvements on the New Website: The soon-to-be website will provide a number of improvements, one of which will be the capacity to register many cards and see them simultaneously. It also provides enhanced security for CharlieCard balances against damage, loss, and theft. Public Reaction: The decision to remove the ability for CharlieCards to be reloaded online has drawn a lot of criticism and dissatisfaction from commuters. Many people have expressed concerns and questioned the reasoning for this inconvenience on social media. The controversy highlights the delicate balance between innovation and user convenience in public transportation services. Reasons for the redesign: 1. User-focused redesign: Reason: The decision to revamp the MyCharlie system was driven by user feedback and identified usability issues. Explanation: User feedback showed challenges in navigation, layout confusion, and difficulties in managing multiple Charlie Cards. Usability testing likely revealed pain points, prompting a redesign to prioritize a user-centric approach and enhance overall user experience. 2. Technological Advancements and Security Focus: Reason: The redesign was driven by technological advancements and the need to address security concerns. 1
MBTA Controversy: Shutting down MyCharlie website – Report Explanation: The existing system may have lacked modern security features and utilized outdated technology, posing potential risks. The decision to revamp shows a commitment to leveraging newer technologies, implementing strong security measures, and ensuring the platform meets industry standards, thus improving both performance and security. Solutions: 1. Streamlined Card Management and Auto-Pay: Measure: Users can now register several CharlieCards under a single account on the new MyCharlie website. Explanation: Understanding the challenge of managing multiple cards separately, the revamped system allows users to simplify card management by combining all their CharlieCards under a single account. The addition of an auto-pay function further improves convenience by enabling customers to refill their cards automatically and without the need of individual involvement, which lowers contact during the reloading process. 2. Improved Security Features and Quick Replacement Requests: Measure: The MyCharlie website has been rebuilt with an emphasis on improving security and providing an easier way for replacements. Explanation: Addressing security concerns, the new platform includes improved security features to safeguard user data and financial information. Also, in response to complaints regarding the lengthy procedure of acquiring replacement cards, the redesigned system simplifies replacement requests. This makes it possible for customers to quickly and effectively seek replacements in the event of loss or damage, which enhances user satisfaction and experience overall. Proposed Improvements: 1. Include a Cash Option for All Users: Improvement: Provide a one-time option for customers to add cash directly on the website. Explanation: Right now, the website doesn't let users add cash without signing up for auto- pay. The website gains flexibility when a feature that allows users to add money anytime they wish is included. For those who want to add cash just as needed rather than have autopay, this option is helpful. It ensures that everyone has a good experience and that the website functions well for a variety of users. 2
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