“A hundred” changes should be made to make the new application more intuitive, said Jean-Pierre Farandou.
“Ugly and inconspicuous», «civil servant app», «not as expected»… On the App Store and the Play Store, users have shown themselves to be rather unimpressed by the new SNCF application in recent weeks. For the company, it is therefore now necessary to manage the hiccups. SNCF CEO Jean-Pierre Farandou promised on Friday that improvements would be made by the end of March to the new SNCF Connect application, heavily criticized for its lack of ergonomics and its malfunctions.
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“I see that there are a few customers who are not satisfied. We will process all requests“, admitted Jean-Pierre Farandou on RTL, referring to the concert of critics who have notably fused on social networks since its launch on January 25. “I remind you that the objective is to make things simpler“, he said. “Perhaps we have not accompanied this transition sufficiently.» «We changed the navigation logic, it can disturb a little bit“, noted the manager, adding that he had to get used to it himself.
“A Hundred Changes”
Among the recurring criticisms, the search bar “intuitive“, which asks the customer to type “a destination, request…“For who types for example”Paris-Dijon», it sends rue de Dijon to Paris, but does not offer a route from Paris to Dijon.
“We have already made 50 modifications in two weeks, we still have a hundred modifications that we will make in the coming weeks.“, assured Jean-Pierre Farandou, promising improvements”in a few weeks“. “February, March… things will be resolved“, he said. “I would also like to thank the customers for all the feedback they give us, because thanks to them we will improve this application.“, he added. SNCF Connect is essentially the result of the merger of oui.sncf (the commercial site) and L’Assistant SNCF (the information application, especially oriented towards local travel).
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In addition to the search engine, the criticisms relate above all to the loss of traveler files, problems reading ticket QR codes, fanciful itinerary proposals, the impossibility of making more than two connections or of choosing a stage, the disappearance of price comparisons, the impossibility of using the Wallet of iPhones to store tickets, difficulties in accessing a ticket to cancel it or the very dark background chosen for the app. SNCF Voyageurs, which says it has not lost any customers in the transition to SNCF Connect, has strengthened its customer service.