Hello peeps, it’s my first stories in Medium. In this story i’ll share what i did a week ago. I redesigned TIX Point from Tiket.com Apps. To be honest, it’s my first officially case study about a product, i mean it’s one of the biggest ticketing startup in Indonesia! I’m glad and excited to do every part of this test.
Tiket.com has a point system on their application called TIX Point. What is TIX Point? So TIX Point is a point that we collected from the transaction we’ve made in Tiket.com application. We can redeem this point with ticket discount, voucher, item, donation, etc.
I don’t want to redesign something without any reason. Because we design a product for the user, not for ourself. As a designer, we always have assumption with our current product, but have you ever ask to yourself, “is that the same assumption like the user’s think about our product?”, I think we don’t know yet. That’s why we have to know about what users needs and pain with Tiket.com current apps right now.
How do we know about users needs and pain that make them can’t reach their goals with our apps? The answer is do research! What research method I use then? Because Tiket.com already have a product that currently active, I do behavioral research from the user by doing Usability Testing. I engage to the real user out there and find out about their needs and pain using this apps.
Okay, let’s get started!
1. Usability Testing
Background
Now Tiket.com already has a point system called TIX Point. Tiket.com wants to redesign the new concept of TIX Point so it can help Tiket.com gaining more user.
Goals
- Educate & introduce TIX Points to user.
- Drive user to use TIX Points.
- Increasing user with TIX Points.
User Profile
The target participants in this Usability Testing are millenials where the total is 6 people, 3 people are users who often use the ticket.com application and 3 others who are users who rarely or never use Tiket.com.
Schedule
- Time : Sunday— Monday, 06–07 October 2019 (19:40–21:40 & 11:00–16:00)
- Place : Bandung City Town Square & Indonesia University of Education
Create Intro
Hello, My name is Alfian Imanuddin and I will be the facilitator for today’s session. Before we begin I have some information for you and I will read it to make sure no information has been missed. Today I want to ask you to try one of the features of Tiket.com which is TIX Point according to the instructions given later, to see if it works as expected. This session will last around 15 to 30 minutes. One thing I want to emphasize is, we want to test this product, not to test you, so no need to worry about making mistakes. Please do as usual / natural as possible while trying the product. When you use this TIX Point product, as much as possible you say what is on your mind and do not worry about offending us, because we do this to improve this product. If you don’t mind, I will ask permission to record sound and screen.
(start recording screenshare / voice)
Now I will explain some examples of think aloud to help you imagine how you should:
- “This is a notification icon logo, I think it must be some kind of part to give the latest information from it”
- “This is something like a button, but why can’t it be clicked?”
User Task
- Buy a ticket and get a TIX Point
- View TIX Points we’ve collected & membership status
- Purchase plane tickets with TIX Point as a discounted price
- Redeem TIX Points with goods / vouchers
- Look at TIX Point history
User Scenario
- Scenario 1 — Hunting for TIX Points by buying a ticket
You want to buy a plane ticket and get a TIX Point from the purchase. Your colleague recommends using Tiket.com to buy the plane ticket, because there is a system where we will get TIX Points when purchasing tickets under the existing conditions.
# 1 Buy plane tickets and get points
- Select a flight ticket category
- Select origin airport
- Select the destination airport
- Determine travel dates
- Determine the number of passengers
- Choose flight class
- Press the search button
- Choose the desired flight
- Review booking details and fill in passenger details (you can see the number of points you will get)
- Continue to payment
- Choose payment method (Bank transfer / Online Payment / Etc.)
- Make a payment - Scenario 2 — View the collected TIX Points & membership status
After successfully making a flight ticket purchase transaction, TIX Point should have entered your account. This time you will see the number of TIX Points you have collected so far and see your membership status.
# 2 See the number of points collected and membership status
- Select TIX Point on the bottom navigation
- See the number of points you have collected
- See membership status - Scenario 3 — Purchase airplane tickets with TIX Points as a price discount
After the points we collect reach 25,000 points, we can only purchase tickets at a discounted price using the points that we have collected. This time we will make a plane ticket purchase using points. We wish we have 25,000 points, we can buy plane tickets at discounted prices according to the minimum amount of 25,000.
# 3 Purchase airplane tickets with points
- Select a flight ticket category
- Select origin airport
- Select the destination airport
- Determine travel dates
- Determine the number of passengers
- Choose flight class
- Press the search button
- Choose the desired flight
- Review booking details and fill in passenger details
- Continue to payment
- Choose the TIX Point payment method
- Make a payment - Scenario 4 — Redeem TIX Points with the desired voucher / item
Besides being able to be exchanged for discounts when purchasing tickets, points can also be exchanged for various interesting items or vouchers.
# 4 Redeem Points with vouchers / items
- Select TIX Point on the bottom navigation
- Choose and see how to redeem TIX Points
- Open the TIX Point website at https://www.tiket.com/tix/all-product
- Account login
- Redirect to the Tiket.com homepage
- Reopen the page https://www.tiket.com/tix/all-product
- Choose the voucher / item we want
- Click redeem - Scenario 5 — Viewing TIX Point History
You want to see the TIX Points history that we got from previous transactions.
# 5 See TIX Point history
- Select TIX Point on the bottom navigation
- Choose and see how to redeem TIX Points
- Open the TIX Point website at https://www.tiket.com/tix/all-product
- Account login
- Redirect to the Tiket.com homepage
- Open the page https://www.tiket.com/tix-point
- Done
Closing
What is the experience of trying the new features from beginning to end? Does anyone have time to think or something?
What we expected from the user :
- Tells about their obstacles using the application
- Dig why it’s become their obstacle
- Aks if they needs additional information
2. Getting Insight
After the usability testing I’ve done before, I get some insight from the user. Almost all of them is their pain or their obstacles to reach their goals. But also there is some positive feedback and some user needs from the current application. Below are the insight I’ve get from the user.
3. Define
After we found all of the insight, we already knew what’s the problem with the current application.
How Might We
After that, we have to make our “How Might We” / HMW Method. What is HMW Method? It’s the method that make us easier to brainstorming as a team. But right now, i define my HMW alone without anyone. Here is the result.
Ideation
After the HMW method done, we usually make a crazy 8 method. It’s usually did by a team. They write and draw their ideas maximum 8 ideas. But here i do it myself again and I didn’t use crazy 8 method. I got 3 ideas, but I only make 2 of them because lack of time.
- Barcode Scan on Merchant Redeem
The first idea is change the old system redeem a discount with card on Tiket.com merchant partner. I have idea about it, which is i think itʼs better than the old one, QR Code Scan. So, if we want to buy something on Tiket.com merchant partner we only open the QR Code Scanner and scan the current merchant QR Code and transaction done, itʼs easier than before. - The Leaderboard
The second one is leaderboard system. In this leaderboard we can see user with the most point on Tiket.com application. I think it will drive user to gain more TIX Point. The top of leaderboard will have a pride of the points theyʼve collected. Why i say itʼs going to make user is insterested getting more point? Because users will have something to achieve about the point. They will gain more and more point to get in the top of the leaderboard. - The mission
The last and the one that I can’t make in my design is mission system. So, user will have some mission to get some point if they completed the mission from Tiket.com.
4. Prototyping
After we share our ideas with the team, it’s time to prototyping. Let’s get started!
New User Task Flow
In this prototyping step, the first thing we do is make a new user task flow based on the insight from user. We make a shorter and effective user task flow, so user no need to think about using Tiket.com application. Why we need this user task flow? We need it because it will make us easier to make the wireframe. Here’s the user task flow i’ve made for this test.
Wireframe
After we draw the new user task flow, it’s time to wireframing. I don’t sketch the wireframe in the paper first. I draw directly in Adobe XD.
Wireflow
After making the wireframe, we have to make the wireflow to let the team/company know about how it work. Is it clicking button to buy or just clicking the image. We make it clear with wireflow.
Design Hi-Fi
Now, we will make the high-fidelity design from the wireframe we’ve made before. Here’s my Hi-Fi design below.
Interaction Design
The last process of prototyping is make an interaction design of our hi-fi design. There’s so many tools for making interaction design out there. Adobe XD is one of them. We also can make interaction design with Marvel App, InVision, Figma, Flinto, etc. In this case, I use Marvel App to make the interaction design. You can also download Marvel App to your phone to preview the interaction design you’ve made! It’s cool, isn’t it?
5. Usability Testing
After we do everything from the start, it’s time to do usability testing again. Why usability testing again? It’s because, we want to make sure again that the user will not find any pain or obstacle again to reach their goals in our application. And if we found another user pain or maybe we found feedback from the user we can do everything again from the start, it’s called iteration.
Okay guys. It’s all of the process of my current case study of TIX Point from Tiket.com Application. We can use this design process to make new product or improving our existing product.
Thanks for reading my first medium story. If you have something to tell, feel free say it in the comment section. See ya in the next stories!!
