Mobile App Redesign | tiket.com's Car Rental Mobile App

Overview 🔎

This project is about improving tiket.com’s Car Rentals Mobile App by solving users’ pain points throughout using the product.

Due to the confidentiality of work, please contact me to present the full case study.

My Role:

Conduct user research to find pain points of the application

Brainstorm & Iterate multiple solutions

Test solutions through Usability Testing

Finalize designs and release

Problem & Solution 🤝

During October 2021 - February 2022 period, there are a large number of complaints and inquiries regarding Car Rentals as listed below:

Top Inquiries & Complaints

General Information of Car Rentals

How to order Car Rental at tiket.com

Additional Payment & Zone Issue

Understanding Car Rentals

Car Rentals is a product from tiket.com that provides Car Rental services for those who'd like to rent a car in Indonesia with or without a driver.

The main flow of the product is:

Landing Page: users can input their rental city, rental date & time, and rental duration.

Search Result Page & Choose Vendor Page: users select the type of car, the list of vendors that provide the type of car, and the type of package tiket.com provides.

Product Detail Page: users get a review of their type of car and vendor, along with the package they chose.

Booking Form: user inputs their pickup and drop-off location, along with additional zones they'd like to go.

Breaking down the Problem 🛣

To understand the problem more, the following research methods were conducted:

User Interview from Customer Service Complaints

UX Analytics (Analyzing User path in the app - see where user converts and drop-off)

Workshops to brainstorm potential problems and solutions

Design iteration and usability testing

Inquiries Problem

Complaints (Zone) Problem

Overall Results 🎁

New Design Leads to

Redesigned Landing Page (Added feature leads to 16.7% Book CVR)

Redesigned Review Booking, Additional Zones, and Booking Form Page (19.8% Uplift)

Decrease Complaints and Inquiries by 5%

Takeaways 📣

Learned how to analyze user paths through Amplitude

Learned how to take into account the many complaints by users from user interviews

Learned how to conduct multiple usability testings