Public Transport - Don't Make Me Think!

In the last year, I've been through over a dozen cities and used public transport in all of them. It is wild just how confusing and complex buying a ticket can be. While some cities obviously take a user-centred approach to ticketing, others appear to take a Kafkaesque delight in a bureaucratic maze of zones, apps, and intricate restrictions. One of the seminal texts in computer systems design is "Don't Make Me Think". Every time a service forces the user into making a decision, it is placing a cognitive burden on them. Computers' jobs are to make things easier for us fleshy meatbags. There are some intractable problems with navigating unfamiliar spaces (looking at you Kyoto Station!) and a transport authority can't publish signs and make announcements in every conceivable language, but there's one thing they can control - ticketing. Let me take you through some of the public transport ticket experiences I had - and explain how easy or hard they were to use. Basel, Switzerland - free…