Tour Assistant App — UX/UI Case Study
This is a case study on designing UX and UI for a mobile application. I’m publishing it here to get some feedback from you guys. This mobile application is planned to ease some problems in travelling and bring a new method of travelling.
My Role: UX Engineer
Project Type: Concepted Project
Technology: React Native
Travelling provides some people headache and traditional way of travelling which is inconvenient still be used most of the time.
Most people want to spend their holiday with their family or friends but they don’t have many experiences of travelling. Travelling makes them hard from planning to execution. They don’t know where to go and what activities they can enjoy on the site. Moreover, some well-known sites that require buying tickets to enter waste a lot of their time queuing in front of selling booths and sometimes end up with tickets were sold out.
The mobile app that travellers can find information about tour sites, find activity, book tickets online, as well as get a virtual assistant to help in several sites.
The app asks users to select their preferences and recommends the most popular sites and activities based on the input and their location. Apart from these, users can book the ticket through the mobile and there’re text, audio, video, and AR assistant waiting to make travelling a good experience.
I have conducted my research in two parts. The first part was competitive research and the second was interviews with people who love to travel.
⦿ UOT APP — it’s a local social media for travellers. People can post and interact with each other about their travelling.
⦿ TRIP ADVISOR — it’s international trip guidance and planner for travellers on hotels, tours, restaurants, and activities.
⦿ TRAVONA — it’s a local mobile app that provides information about places, foods, and activities, which focused on 5 cities — Phnom Penh, Siem Reap, Kompot, Kep, Mondulkiri
To select proper interviewees I asked them to fill out the brief online screener. The screener was filled out by around 50 people. I and my team decided to have an interview with 30 people to get a better understanding of how they travel and what is good, what is bad. Interviews were conducted with one interviewee at a time remotely due to the covid-19 outbreak. Last but not least, we met with a history professor from the Royal University of Phnom Penh and a tour guide to double-check our solution.
Understanding the User
The interviews helped me notice the most important things about how people travel in Cambodia.
The interviewees know tourist sites through word of mouth or social media. Some of them were frustrated because they saw the view that others posted on social media was really eyecatching but when they go there, it’s completely different due to seasons or other things. If they want to reserve some activities like zip lines or snorkelling, they couldn’t book it online.
- “I asked my friends for suggestions about tourist sites.”
- “I sometimes don’t know what activities I can do at that specific site.”
- “I when for the line for nearly 1 hour and the seller declared that the tickets were sold out.”
- “People shared a post of a sunflower field on social media but when I went there the field became cornfield.”
- “I visited the temple and want to know some history but I don’t like a stranger tour guide to participating in my group. I feel uncomfortable.”
- “The service fee for a tour guide is a little bit high and they seem doesn’t want to accompany domestic visitors.”
Breaking Down the Process
The next step was to put the knowledge from research in motion to define the app’s functions, user flows and designs the prototype
✓ Recommend tour site and activities
✓ Tour sites’ and activities’ details
✓ Online booking
✓ Virtual assistant
✓ Search for tour sites or activities
✓ Bilingual: English/Khmer
✓ View booking history
Based on my research I structured users’ flow.
— New users to the app for their first online travel preparation experience.
The prototype was designed in two iterations. I made the prototype in Figma.
I conducted a user test with my low-fi prototype with 2 users. I noticed that there were two main issues with my design.
The test was conducted with 2 users (they were different people than those from the research). I prepared the low-fi prototype (made in Figma). The users had to go through a few tasks, the whole test took around 10 minutes each. The prototype was displayed on the monitor of the computer, users used a mouse to navigate. They were asked to think aloud.
- 1st issue — The layout is weird and the homepage doesn’t display all the useful features
- 2nd issue — The search button should be somewhere more visible
High-Fi Prototype — Figma Prototype
Main Aspects of the App
Tourist sites’ details - No more traditional information gathering, users can find all details with the up-to-date updates in their palms.
Online ticket booking - Waiting is a very boring thing to do, no user can buy their ticket online within 1 minute.
Virtual assistant - Say no to privacy intruders, virtual assistants help you as a real tour guide with various methods.