MARTA app disclaimer

Objective: rewrite a frustrating notice on the MARTA mobile app to help users catch the bus or train with as little stress as possible.

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The process

User research:

I went through online forums and app reviews on the Apple and Google Play stores to gather feedback from real users.

The main frustrations I encountered were:

  • The real-time transit tracker’s inaccuracy

  • Frequent schedule delays and reroutes

While I couldn’t do much to improve the technical accuracy of the location function or the actual MARTA service itself, I did think this clunky disclaimer in the app was a good place to ease friction.


Strategy:

  • Reframing this as a notice instead of a defensive “DISCLAIMER” is the first step to creating a useful moment out of a frustrating piece of text.

  • Directing the user to Rail and Bus Alerts moves them forward in a helpful and unobtrusive way.

  • A focus on concise and clear language improves readability.


Microcopy evolution:

1. Notice: Please allow enough time for delays when catching your train. Although MARTA makes every effort to operate its service as scheduled, delays happen. To see if your train is running on a regular schedule today, check the real time tracker.

2. Notice: Please check that your train is on schedule when planning your trip. To see if your train is running on a regular schedule today, check the real time tracker.

3. Notice: Get there stress-free by checking that your train is on schedule when planning your trip. To see if your train is running on a regular schedule today, check the real time tracker.

4. Get there stress-free! Check that your train is on schedule when planning your trip. To see if your train is running on a regular schedule today, check the real time tracker.

5. Get there stress-free. To see if your train is running on a regular schedule today, check Rail Alerts.

6. Get there in time. You may need to plan for delays or route changes. Check if your train is running on time and on its scheduled route today by checking Rail Alerts.

I went through several iterations that played with different phrasing. Ultimately, I landed on the clearest and most concise message that would help transit-goers reach their destinations in peace.