This is a continuation of the "Västtrafik research" project. While the
company has had a website for years and an app since 2015, we found
that the app has shortcomings that cause frustration and confusion for
As a result, completing tasks takes longer than necessary or users fail to use the app's functions, leading to reduced customer satisfaction. Our UX case study aims to solve these issues.
Usability testing through four scenarios showed amongst other that the ticket checkout process in the app was confusing and the favourite functionality was ineffective, leading to slowed user flow and confusion for the users.
In my project Västtrafik Research I describe the process of empathise and defining. In this project I will highlight the ideate phase, design phase and test phase. The previous phases can be found in the Västtrafik Research project on my homepage
In this UX case study project, we aimed to streamline our usability
testing process for efficiency and cost-effectiveness. We created
low-fidelity wireframes from ideas generated during the ideation
phase and used mid-fidelity wireframes for testing, allowing for
easy iterations and changes based on feedback.
Our solution for improving the user experience involved adding a button for student tickets to enhance inclusivity, creating a separate tab for favourite markings, and incorporating a bold and bright color for the bike alternative to improve its visibility. These changes resulted for example in a 25% reduction in the time it took to buy a student ticket. Overall, our UX design changes successfully improved the app's usability and inclusivity.