Finding real issues preventing new users from using the app by causing the old problem by themself by using Google Maps. Finding solutions by paying cash is important for app developers to address issues that may prevent new users from accessing and using their applications. While paying cash to address issues may seem like a solution, app developers must first identify the root causes of these problems before providing effective solutions.

UI/UX Designer, Strategy IA, UI Wireframe

I research customer Feedback and find every problem first and add it to my list.

Collect Feedback: Gather customer feedback from various sources such as customer support interactions, online reviews, surveys, social media mentions, and feedback forms.
Categorize feedback into the group feedback into categories to identify common issues or recurring patterns. I save everything in a centralized system Google Sheets.  Categorize and prioritize the feedback and match feedback to goals and objectives.

These are the target user groups that we have identified, divided into new customers and existing customers

This is the detailed user persona group that we established before conducting interviews.

After the interview, Problem number 1 search is the inability of customers to pay online.

I see 2 big problems that are online payments are not available and routing is not available for using the app. After that, Our team focuses on re-routing in App use.

But not most of the problems my team had in mind at first.

This is my problem list. There are several UI-related issues with a lot of redundancy. For example, one feature can be accessed through multiple paths, which confuses users and leads to a high level of usability issues.

Even the designers of the old UI have not considered the mental model of existing users. For instance, clicking on a certain element does not provide the expected outcome, leaving users with a sense of frustration

Ultimately, users resort to using cash payments because the app has usability issues. There are two main issues:

2 Problems with This app

1 The UI is complex and impractical to use. It doesn't provide a seamless user experience.

2 Users are unable to top up funds into the system due to technical software issues that only the developers can address

  

And this is the weak point of our app design thinking team.

-The system for finding locations and travel plans is poor

-The tracking system doesn't have realtime

-The payment system has frequent problems.

-The favorite button cannot be pressed.
-The favorite button disappears by itself.

-Difficult to find a way to contact customer service

After we have finished all the feedback. Our team began to ask questions and select methods for testing.

User benefits behavior

-Departure planning

-See the passenger density at that time

-The speed of booking tickets

-Various payment methods

These are the initial goals of the project that we set out to achieve:

Enable accurate mapping of travel routes from the starting point to the destination.

Improve user convenience in terms of purchasing tickets and finding travel options.

-Cut out unnecessary pieces of information.

-Combining many types of ticket purchase pages into 2 main pages

-It can be used to search for travel as easily as Google Map.

-There is a buy frequent ticket button on the home page.

This is the old UI that has a Home page with four additional pages, making it complex and confusing for new users to navigate.

Then, we simplified it to have only 2 main pages, removing unnecessary elements and prioritizing the understanding of customers. It may take a bit longer to navigate, but it will greatly enhance the user's understanding and experience when using the app for the first time.

I put information architecture for my team, working on a beautiful design.

I took the test with 5 users who are Thai people living in Thailand, USA.  With the feature to go in to book train tickets half of old user who use them often. The other half are people who start using it.

 For those who use it often, the first half of the user might be a little confused about moving from the old UI to the new UI. There are a few wrong presses. But it can predict where the feature you want to press is in the newly created UI.

Another new user has access to explore the app as if there was no problem. Entered and pressed correctly from the forecast that we designed to have a basic UI similar to Google Maps.

Older and newer users have a better understanding of technology now more than ever.     However, there are still many users who struggle with technology. As a product designer, it's important to keep in mind that there is a range of tech literacy among users.