Case Study: How to make KAI Access app easy to use?
KAI Access Application Revamp
Hola!
my name is Boby Ariesta, and I am a student currently enrolled in the UI/UX Research and Design Bootcamp, which is being organized by Binar Academy. As part of my curriculum, I have recently completed a comprehensive learning project into various aspects of UI/UX Research & Design.
I would like to emphasize that my project is purely academic in nature. Therefore, any information or insights I gather throughout this learning process are solely intended for academic purposes and not for any commercial or promotional purposes.
Portfolio Type: Personal Portfolio
Our Team:
- Kurniadi (UX Researcher)
- Boby Ariesta (UI Designer)
- Maulidahanifah (UI Designer)
- Neny Tiara (UX Designer)
Project Duration: +/- 1 week (1 sprint)
Background
Ticket?
Destination?
Itinerary?
Yes, all of your answers are correct!
Travel is the activity of going to a place for the purpose of recreation, business, or education. During travel, one can travel either locally (within the country) or internationally (abroad). The purpose of travel can vary, including visiting tourist attractions, meeting with family or friends, attending business events, and learning about different cultures or languages.
Travel can be done using various modes of transportation, such as airplanes, trains, cars, buses, ships, and others. There are also various types of accommodations for travelers, ranging from hotels, apartments, hostels, homestays, and others
BUT….
We know that there are many modes of transportation for traveling. When traveling between cities, people may use cars, motorcycles, buses, planes, or trains. Speaking of trains, they are one of the favorite transportation modes, and we can see why based on the passenger numbers data from 2015 to 2019 based on https://www.bps.go.id/ has increased except 2018
in 2015–2017 passengers of KAI has been increased 1.5% and 2.4% and has decreased to 8.7% due to several cases were happening such as the Riot at Mako Brimob Depok, Surabaya Bomb Terror, and more than 3 times disasters happened in several cities in Indonesia, in 2019 passenger has been increased to 10.7%
In Indonesia, we can see every year during the celebration of major holidays such as Eid al-Fitr, Christmas, New Year, and others, many people carry out the tradition of returning to their hometown or gathering with their families to celebrate the holiday. As a result, the number of train passengers during that time also significantly increases compared to regular days.
Applications have become an integral part of our daily lives. Many services that used to be available only physically or through telephone are now available through applications. This makes life easier and more efficient, especially when it comes to booking train, plane, hotel tickets, or other transportation services,
Did you use the Apps when booking the train ticket?
If yes, what Apps?
Surely yes right?
There are some problems when you use the apps such as:
- The issue of digital product quality served to users
- A user flow that proves difficult to comprehend
- Limited features that could be improved upon.
Process and Timeline
Here is the timeline of the process we have achieved
Research
In this Portfolio I would like to explain about KAI Access Apps that I and Team members get involved to revamp
What is KAI Access?
KAI Access is a mobile application that provides various services related to train transportation in Indonesia. The app is developed by PT Kereta Api Indonesia (KAI), the national railway company of Indonesia. KAI Access offers features such as booking train tickets, checking train schedules, accessing information about train routes, and tracking the status of booked tickets.
What’s the deal with KAI Access app? Do users have any issues with it or do they like it? I did some research, including interviews with user and team members also did that too.
These are research questions that we make
We endeavored to understand the user’s sentiments and requirements by actively listening to their feedback.
Competitor Analysis
After discussing with the team about competitors, we discovered some apps that face similar issues as KAI Access.
Here are the apps:
Traveloka: Traveloka is an app for travel and lifestyle booking platform. It offers a wide range of services, including flight tickets, hotel bookings, travel packages, attraction tickets, and car rentals. The platform allows users to search and compare prices from various airlines and hotels, and book their desired services directly from the website or mobile application
Tiket.com: Tiket.com is a digital travel agency that provides services through its website and mobile application for both desktop and mobile devices. It offers a variety of services including flight and train ticket bookings, hotel reservations, and more
Both of these applications share common features that assist users in locating tickets and determining departure and arrival schedules. These apps are user-friendly and facilitate comprehension, thereby minimizing confusion for the user
And why we don’t see information how to use KAI Access more easier or easy to understand? and also lack of notifications and history?
Based on our research, we identified several pain points associated with the app and try to make it clearly understand between user and our team.
Here’s the affinity map:
After we see the Affinity Map, we try to implement “HOW MIGHT WE”
These are 3 questions that came up from Affinity Map:
- What are the ways we can assist users in obtaining an easily usable application?
- How can we aid users in acquiring an application with clear feature descriptions?
- In what ways can we assist users in obtaining an application with an appealing interface?
User Story
UI/UX Design
Flow chart
Wireframe + Wireflow
We attempted to create a minimalist design in both the UI and content to make it easier for users to understand the purpose and their needs
Prototype
Test
We did our Usability Testing with some participants and here are some UT plans
After conducting the testing, we posed several questions about the users’ experience while gathering feedback. We also requested them to fill out the System Usability Scale (SUS) survey, which is a quantitative method for measuring prototype performance. The prototype scored 85 on the SUS scale, indicating an excellent rating.
And we also have several designs before and after
Closing:
I would like to express my sincere gratitude to Binar Academy and Group 3 for sharing their valuable knowledge and insights on UI/UX research and design. While this project is still in need of iteration and there are many more aspects to be added
If there are any comments, feedback, or advice, please leave them in the comments below or you can directly hit me by email :)
Thank you!
Boby Ariesta
✉️ariestaboby@gmail.com
