Re-Design — Improving Traveloka’s Step of Choose Seat: UX Case Study
As Traveloka user who wants to book a train ticket, I couldn’t change the date of order when I choose a seat. So, I back again to start menu and fill in order data all over again.
I often must back to choose of date menu, just because seat that I want was already book by someone. That’s a long step just for change date when seat I want not available for us.
And, I think it’s a perfect time for make a solution for that.
Design Process

1. Observe
Problem Assumption
I have one assumption about the choice a seat page at Traveloka. This assumption based on my experience who I do with Traveloka. That problem is It’s very difficult to change departure date when I was at choose of seat screen. I tend to face difficulties when I was at choice a seat page, I must back again to start menu for change departure date. Even though I want change the departure date only, not change type and class of that the train.
Persona
Based on research and some discussion with my schoolmate, I found 2 type of Traveloka user :
- People who open Traveloka will order the ticket right now
- People who open Traveloka just check price the ticket only
I decided for focus to one persona only because all my participant have feeling about same thing with me.

User Scenario
I made a scenario where user interact with step of choose seat Traveloka.

User Interview
For validate this problem, I did an interviews to some student and my friend who often order the train ticket in Traveloka.

From 6 people I interviewed, 4 people open Traveloka for order the ticket directly and 2 other people check the ticket price only.
And this is result of interview :
- Feel tired when changing the date of departure, for changing the date of departure when you have been in choose seat step, they must back to start menu.
- It takes 1–10 minutes for order without changing the date in choose seat step.
- And it takes 10- 20 minutes, to make a booking when you have to change the date of departure when you at seat choice.
Usability Testing
I asked my friends who have feel tired for back to start menu, and the result is :
User feel tired for back to start menu. Now, Traveloka system requires users for back to start menu for changing date of depature. Even though, users want to change date of depature only, not change type and class of train. And then need a long time for back to start menu.
2. Define
After did some observations, I got new insight from participant who make me confidence to find the solution.
Pain Point : It’s so tired to back to start menu for change date of depature in Traveloka.
- For people who tired for back to start menu, it’s make very tired to back to start menu of Traveloka Application.
- When a person need fast time for order the ticket, that make a time to choose date of departure almost twice as long.
3. Ideate
Concept Model
After I got the pain point from users who have been interviewed. Now, lets thinking ideas for solve that problem.
Before I make Hi-Fi User Interface, I decided to make sketch on the paper before to minimize forgotten features. This method Is faster dan more effective to find the solution, and speed up making Hi-Fi version.

4. Prototype
Finally, I has made Hi-Fi User Interface. But, I skipped one step, wireframing. When I created a wireframe, I feel its very strange for me. And I decided to skip wireframing step and continued to the next step 😊.
User Interface
Flow : How to change date of departure train booking on Traveloka.
I added a button at beside Restore Default Button. Someone can click that button and then will appear new screen for change the date.

For seeing with more detail, I make comparation before and after redesign.

Result
Solution : Change Date Button in Step of Choose Seat
- Pain Point : It’s so tired to back to start menu for change date of depature in Traveloka.
- User no longer need to press a back button multiple times for change date of departure.
- When users tap the button, screen of change date will be appear and then users can tap the date to choose date of departure.
5. Validation
For prove my design successfully solve they problem, I tried a usability testing to 5 people. I let them try new feature who has I made. And they get a different experience when trying a new feature. They said this feature have been solved their problem.
Conclucion
Traveloka is a great product. And have many product which is flight tickets, train tickets, shuttle bus, movie tickets, etc. It has helped me and lots of other people to order a ticket. People can buy and check price of ticket in Traveloka.
I am sure this feature who has I made can solve problem what people felt. With change date feature at choose seat step in Traveloka train ticket, can help some people who in a hurry to order the train ticket because certain thing. This feature can simplify for find or search the best seat.
When I completed this case study, I got some new things to considering for make a feature that makes it even easier for users. But, not a few also the negative effect from features facilitate these users.
Last from me, I am Ahmad Habib Fitriansyah, ungraduated student of Informatics at Telkom University. I need some of experiences about UI/UX Design. So, now I am looking for UI/UX Design job. 😊. Thank you for taking the time to read my UX Case Study. Your feedback will be very important for me to development be a better designer. And I don’t forget to say thanks to Briandito Priambodo and my friend Ade Andreansyah who has inspired and give me motivation to make this UX Case Study.
Oh yeah,
Don’t forget to look my design on :
Dribbble -> https://dribbble.com/ahmadhabib
Linkedin -> https://www.linkedin.com/in/ahmadhabibb/
Behance -> https://www.behance.net/ahmadhabib
