KRC Booking System Redesign
Rail transport in Kenya consists of a metre-gauge network and a new standard-gauge railway (SGR). Both railways connect Kenya's main port city of Mombasa to the interior, running through the national capital of Nairobi. The commission created a platform where travelers could book their tickets online which over a period of time has had its own share of shortcomings making the booking experience unpleasant to users. The purpose of this project redesign is to address the issues customers encounter when purchasing train tickets.
With the existing layout, users are having trouble selecting a seat, understanding the type of train, and buying tickets. and locating their ticket online
Improve current user experience by revamping the interface and simplify the ticket booking flow
In order to gain a deeper understanding of our users' pain points, we used the survey research method to conduct our study since it was simple to set up, affordable, and capable of handling a sizable data sample size. Our study's objective was to identify unique challenges customers have while purchasing rail tickets online.
A total of 8 people responded, and the insights we got assisted us in coming up and the structuring of the new ticketing platform features and functionalities.
1. All the respondents said they rarely used a train as a means of transport because it was so inaccessible and inconvenient train travel is.
2. All of the respondents, even those between the ages of 46 and 60, owned smartphones and other electronic devices such as laptop.
3. 80 % of our respondents gave a fare rating of 3 on the current ticket booking process and found it difficult rescheduling a trip and correcting errors.
4. All the respondents suggested a full automation of all the railroad trips schedule to be show prior
5. A respondent suggested the incorporation of choosing seats in the booking flow.
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We did a competitive analysis to identify existing design patterns and user flows of all kinds of booking websites to better understand the decision-making factors of a user.
Based on the age group survey results we set up three personas. We referred to them throughout the entire product development process and adopting the First in First out (FIFO) method to prioritize their needs by
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We outlined all the neccessary functionalities ,created a informtion architeture based on the functoonality
A collection of existing design system solutions screenshots and best design practices for the travel industry were gathered by different team members to serve as a visual inspiration and reminder for our design focus. Incorporation of the heuristic evaluation insights was put in mind before creating our features tree flow diagram .
Before converting our low fi into high fi we develop a style guide design system we used the kenya railways logo brandng colours as our primary and secondary colours for visual consistency and brand identification . KRC brand is refined and expressive, with an attention to visual and motion details that create an experience that feels tailor-made to the user.
Connected the high fidelity into clickable prototypes with inbuilt web animation
A clickable prototypes of the KRC mobile application with inbuilt mobile animation
Based on the results of our user experience case study project, it is clear that our team was successful in identifying and addressing the various issues that were affecting the user experience. Through a combination of user research, prototyping, and testing, we were able to design and implement solutions that significantly improved the overall user experience. I provided valuable guidance and support throughout the project, and i am grateful for their expertise and assistance. Overall, this project has been a valuable learning experience for our team, and we are confident that the improvements we have made will have a positive impact on the users of the product.