building a community of interest and practice in service design
The critical problems with Myki in my experience are ones of access. Many of these problems are caused by delay loops in the system. You buy a card and then have to go online, establish an account and register the card. 24+ hours later the registration is confirmed and you can use the card. The card funds run low and you top-up online and wait 24+ hours for it to register. etc. If you change your fare status (eg. to a concession fare) then you need to buy, register and transfer funds to a new card before you can travel. These delays frustrate people, especially those coming from regional areas or interstate who use Myki infrequently. If you use the card too infrequently (I think it is no use within 3 months) then the system locks you out completely and you have to reactivate your account before you can reactivate the card. A second access problem for travellers, and I frequently encounter them on the bus from the airport, is that basic information is lacking. They have no idea how or where to get a Myki. If they are a family they are shocked to find that they need to have a card each. So basic information is not readily available.