Two technologies were tested. The hi-tech First Bus app ...
The other contender was a First Bus manager who had the app installed on his phone. As an "expert user" you would expect some slick phone tip-tapping and a prompt reply. An inexpert app user might have to jump through more electronic hoops than fbb's test person.
The App answer was, of course, correct.
Old technology (the timetable book) won hands down.
The inexpert senior manager took 24 seconds to find the 1208. The expert app applier took 57 seconds! How easy would it have been without the gift information of the service number as a starter? Not easy at all app-wise. You might have found the following necessary.
1. Choose which bit of First Bus you wanted to "approach". That would be South Yorkshire, not simply Sheffield.
2. Scroll through all First's routes hoping to spot Lodge Moor.
3. Choose a date (why?) and set it.
4. Choose a time (why?) and set it.
The book user looks at an alphabetical index and that is all.
Surely technology (with simulated screenshots) ought to allow you to search for "Lodge Moor" ...
There is strong anecdotal evidence that what most passengers want is a timetable, and preferably a printed one. They do NOT want to faff around wwith twiddly web sites and complicated and confusing journey planners. What they get is a less than helpful app from First (try finding a timetable from, say, Crimicar Lane top to East Bank Road, or a trawl through the PTE web site or the First Bus ditto to print our page after page of A4 paper.
Bring back the timetable book and, again, four rousing cheers for T M Travel for doing just that.