Streamlining Rail Ticket Booking for a Better User Experience
The goal was to enhance the user experience for online train ticket reservations.
Role
UI/UX Designer
Duration
September 2023
Introduction
Overview
In this project, the goal was to enhance the user experience for online train ticket reservations. The issues faced included users frequently finding that seat slots were sold out when trying to book train tickets. Additionally, users often felt rushed when attempting to pay for their ticket reservations.
The Problem
The goal of this project is to enhance the user experience in the online rail ticket booking process. The problems faced by users are:
Design Process
Benchmarking
Before starting the design, I conducted a preliminary research by benchmarking or comparing platforms that provide online train ticket booking services such as Traveloka, KAI Access, Tiket.com, and Tokopedia.
Lesson Learn
After completing the design process from research to final design, the lessons I learned are the importance of validating existing problems and directly asking users, in this case, participants who meet the research criteria. This way, we gain insights into user habits when booking train tickets online. Another lesson is the necessity of validating the design that has been created, rather than relying on assumptions alone.
Deep Dive Into User
To validate the issue of fear of running out of train seats, I conducted desk research by interviewing several people who frequently travel by train and wanted to understand their habits in booking train tickets. Here are the results of the interviews I gathered:
User 1: Usually buys train tickets on the Traveloka app. To anticipate running out of seats, they usually book well in advance before the departure date.
User 2: Often buys train tickets using the KAI Access app because it feels like it has more seat availability compared to other apps and also books tickets well in advance before the departure date.
2 other users: Often book tickets close to the departure date and feel that the time given when booking tickets is too short, making them feel rushed and intimidated, causing them to hurry when booking tickets
Some insights that I got from the interview results are
The average time spent to order train tickets is 15-20 minutes
To anticipate running out of seats, participants choose to order well in advance of the departure day, for example 2-3 weeks before departure.
The short time given when ordering tickets makes participants rush and even order the wrong departure schedule.
Result
Design Testing
After completing the UI design, I conducted user testing of the created design with participants. Here are the insights I gathered from the user testing:
Lesson Learn
After completing the design process from research to final design, the lessons I learned are the importance of validating existing problems and directly asking users, in this case, participants who meet the research criteria. This way, we gain insights into user habits when booking train tickets online. Another lesson is the necessity of validating the design that has been created, rather than relying on assumptions alone.