New York unveils new in-house MTA app

New York’s transit authority has launched a redesigned mobile app for subway and bus riders, with officials emphasising that it has been built entirely in-house as part of a broader shift towards developing digital tools internally.

The new app, developed by the Metropolitan Transportation Authority (MTA), focuses on faster performance, more accurate real-time information and a simplified user experience for navigating the city’s subway and bus network.

The authority said the platform has been rebuilt from the ground up to better reflect how New Yorkers use the system day to day, while also improving performance in low-connectivity environments such as underground stations.

Speaking at an MTA Board meeting, Kevin Call, Deputy Chief Customer Officer, said: “This app was rebuilt from the ground up, entirely by MTA staff, something we’re very proud of. It was engineered to be very fast, fast enough that as you’re entering a station, it can help you answer the age old question, do I stay on this local or do I get off and wait for the express?”

Focus on real-time information

A central feature of the app is enhanced real-time data, allowing users to view the live location of trains and buses and track estimated arrival times across their journey. Riders can also access service changes affecting specific routes or stations and adjust travel plans accordingly.

The app has also been designed to function in low-data and intermittent connectivity conditions, reflecting the realities of the subway environment. Backend improvements to arrival-time calculations have been integrated into the platform, supporting more frequent and accurate updates.

Designed for everyday use

The MTA said the app has been designed around typical rider behaviour, prioritising quick access to nearby arrivals and commonly used routes. Users can view favourite lines, stops and routes, while a personalised interface highlights relevant services.

Speaking at the same MTA Board meeting, Jennifer Chen, Head of Product for the new app, said: “We designed it for customers who already know where they’re going. They know how to get there, they just need a little bit more information.”

The app also introduces improved station modelling, offering clearer representations of complex interchanges and transfer routes. Features include guidance on where to stand on platforms for easier exits or connections, as well as live transfer information between subway and bus services.

For bus users, the app provides more detailed trip-level views and live vehicle tracking, with location updates occurring every few seconds to improve accuracy at stops.

Accessibility features have been expanded, including a dedicated mode highlighting accessible stations and providing easier access to elevator and escalator status. The app also supports screen readers and adjustable text sizes.

Live customer support has also been integrated, allowing users to access assistance directly within the app for questions related to journeys, fares and services.

The decision to develop the app internally marks a change in how the MTA delivers digital products. Officials said bringing development in-house allows teams to work more closely with operational staff and respond more quickly to user needs, while also designing more effectively for the specific challenges of New York’s network.

Chen added: “We built our app for New Yorkers who ride the bus and subway every day. And when you’re able to really focus on that design, you’re able to make different choices that are really tailored to New York City.”

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