role
UX Designer
timeline
February 2024
CHALLENGE
UTS app's outdated design and usability challenges make navigation confusing, leading to a frustrating and time-consuming ticket booking experience for users.
goal
Redesign the UTS app to be more intuitive and user-friendly, enhancing navigation and accessibility for a seamless, stress-free ticket booking experience—without disrupting the existing process flow.
Approach
To improve the UTS app’s user experience without altering its core functionality, we started with a detailed UX audit to assess the app’s interface, navigation, and usability. This helped us identify key pain points that impacted the overall user journey.
From the UX audit, we identified key issues that impacted how users interacted with the app. Users struggled to access essential features quickly and encountered unnecessary friction while completing tasks. To better address and solve these problems, we categorized the findings into clear focus areas, which helped guide our approach to refining the app’s interface.
Alongside this, we conducted user interviews and surveys to gather real-world insights from frequent users, allowing us to understand their challenges, expectations, and frustrations. By combining data from the audit with direct user feedback, we ensured that our improvements were focused on solving actual usability issues while maintaining the familiarity of the existing system.
Process
We adopted the Double Diamond process to guide our redesign of the UTS app. This structured approach allowed us to deeply explore user needs and define core usability challenges. Moving into the second diamond, we focused on developing and delivering effective solutions—enhancing visual design, improving accessibility, and streamlining key interactions. The result is a more cohesive, intuitive experience that addresses major usability pain points while elevating the overall user journey.
Solution
To improve the UTS app, we focused on refining its interface and usability while keeping its core functionality intact. The solution involved enhancing the app’s aesthetics, improving accessibility, and addressing key usability issues. We made thoughtful improvements to streamline interactions, reduce friction, and create a more intuitive experience for users. These refinements ensure smoother navigation, better visual consistency, and an overall more user-friendly design.
