Trip planning mobile application: a perspective case study of user experience

Mobile trip planning applications may contribute to popularising public transport, provided they work efficiently and gain high user acceptance. This article aims to take a closer look at the functioning of the JakDojade application, which has been the most popular platform in Poland for several years, supporting travel planning by public transport. In the presented case study, the authors tried to diagnose problems and indicate the directions of application development. At the same time, through this analysis, the authors aimed to demonstrate the usefulness of researching user comments from the viewpoint of managing the development of mobile applications and related services. A case study methodology was used to perform a descriptive study. Data on user feedback on JakDojade mobile application in Poland comes from Google Play Store. Semantic categorisation of user comments and sentiment analysis allowed for identifying user problems and diagnosing emotions related to its use. The presented methodology allowed for diagnosing typical user problems for the JakDojade application, which may help indicate further development directions. The authors attempted to demonstrate the usefulness of researching user comments from the point of view of managing the development of mobile applications and related services. The semi-automatic approach to text analysis presented in the article highlights the problems related to the study of user reviews. The limitations of the proposed methodology and the possibilities for its improvement were indicated. © 2023 Ilona Pawełoszek et al., published by Sciendo.