The article presents the expectations and needs of urban public transport customers in terms of obtaining up-to-date information about the possibility of reaching a specific destination using an available means of public transport. The main aim of the article is to analyze the usability of websites and applications for urban transport customers. The research was in the form of a case study and was limited to the Poznan agglomeration. Both heuristic research and survey research were selected to assess customer satisfaction in the study. Webpages and mobile applications were taken into consideration since either could be chosen by the users to acquire information about public transport systems. The research was based on the model of usability, including group as well as elementary criteria. Compared to previous studies, it can be concluded that the user ratings for particular groups of criteria were more diverse. This may have resulted from different expectations, but also from users’ previous experience of the currently available applications. In addition, it was claimed that website authors overload websites with information that is of secondary importance to customers, making it difficult for them to access crucial information. Some of the changes focused primarily on improving the aesthetics and visual attractiveness of the webpages. Moreover, some mobile apps are not fully developed and updated on an ongoing basis. In addition, users noted that subsequent modifications in the developed applications do not necessarily lead to an increase in the usability of the services.