Bus Booking Management
UX Research / UI Design / Web App
Embedded Files
Timeline
November 2023 - September 2024
Team
Software Development - Andy Antonius & Mahardika Yurico
UI/UX Design - Tan Jia Feng
Role
UI/UX Designer
Project Background
Project Background
L&W Transport Services Pte Ltd, a bus booking company, has installed GPS telematics on their vehicles. As part of their digital transformation, they needed a system to manage bookings and monitor the real-time status of their fleet.
Project Goals
Project Goals
Must be easy for the operator to get started.
Allows route planning and job assignments to drivers.
Software can manage all relevant tasks.
Research
Research
8 User Interviews
Candidates age ranged from 21 to 50.
Operator, driver and commercial team.
Usability testing was conducted before the project development to ensure the software is easy for operators to use.
Key Findings
Key Findings
This solution is a system that can involve all relevant staff.
It reduces repetitive tasks, such as data entry and route planning, and decreases the workload associated with scheduling and managing orders.
Personas & User Journey Maps
Personas & User Journey Maps
Usability Testing
Usability Testing
We conducted usability testing for route planning and task assignment to drivers, both of which are key parts of the process.
Route Planning
Route Planning
During this process, we learned that the operator must confirm the school code for each booking before executing route planning to avoid incorrect selections.
To address this, we implemented the following steps:
Added a filter to allow the user to select the specified booking.
Ensured that the system prevents the selection of different school codes within the same route planning.
Task Assignment to Drivers
Task Assignment to Drivers
After testing, we were realized that driver and vehicle information needed to be submitted together when creating a route planning. This ensures that the supervisor can review all the details about the route.
To address this, we adjusted the process as follows:
Select booking.
Create route (including booking details, route plan, vehicle, driver, and route expiration date).
Supervisor approval.
Send route to driver and customer.
How Might We
How Might We
How can we increase the efficiency of my operations, particularly in information organization and route planning?
What if drivers had access to up-to-date passenger lists?
How can we reduce the cost of communication between the commercial and operations departments?
Final Solutions
Final Solutions
To address the HMW statements:
Booking forms and back-office information collection to facilitate route planning and scheduling have been digitally implemented.
A simplified driver portal was designed to provide up-to-date passenger lists.
Quotation and invoice functions for corporate bookings have been added to the solution.
Move Towards Digital Implementation
Move Towards Digital Implementation
A new process was designed for L&W Transport Services, building on the original workflow and incorporating a new system application.
The enrollment process has shifted from requiring customers to fill out a PDF form to allowing them to log in or scan a QR code provided by the school to register directly for the bus service.
This change will make it easier for operators to manage and collect information, reduce their workload, and simplify the process of checking booking details.
Two different route planning methods were used in this solution:
An integrated route planning system for parent bookings.
A visual route planning system for corporate bookings, developed specifically for L&W Transport Services.
Parent booking uses an integrated route planning system due to the large number of bookings processed each month and the need for a robust and stable system to maintain operations.
This approach allows the route planning system to provide the best routes and reduce costs.
In the corporate booking system, a visual route planning tool is used because customers often request specific pick-up passenger.
A visual system ensures that route planning is efficient. In this part of the process, it is often necessary to ensure that the customer's requirements are met.
Driver Portal
Driver Portal
A streamlined login page has been designed for drivers. They just need to enter their phone number, and the system will show their routes and passenger list for the day.
Quotation & Invoice Functions
Quotation & Invoice Functions
Commercial department can view corporate booking details directly in the CMS and create quotations and invoices within the system to send to clients.
Quotation
Quotation
Invoice
Invoice
Future Opportunities
Future Opportunities
Add a payment gateway to streamline the process.
Implement a client login portal, allowing clients to check booking details and status.
Integrate a driver attendance system to handle various situations.
Key Takeaway
Key Takeaway
This experience taught me the importance of thoroughly considering the "why" and anticipating all possible scenarios when designing. As a UI/UX designer, subjective thinking plays a significant role in the design process. That's why I need to conduct more research and interview users to understand their real needs.
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