What is GoTransit?

GoTransit is a feature in the Gojek application that makes it easier for users to plan trips from the initial departure point to the final destination more efficiently on one platform, which is designed as a service connecting the start and end of the trip (First Mile-Last Mile) to complement public transportation modes. Through this service, Gojek users can buy Commuterline KRL tickets, then continue their journey from the station to their final destination.

Background

Based on article "Penumpang KRL Tertidur dan Terkunci dalam Rangkaian di Stasiun Bekasi". In the article, the passenger said he was taking the KRL from Manggarai Station to Bekasi Station. The passenger remembered that he was approximately at Buaran Station before falling asleep using earphones. Before falling asleep, the train was already deserted, according to him, only 1-2 people were left. When he woke up, he realized he was at his final destination and locked on the 9th train. When he realized he was locked, he immediately called the KCI call center. At that time, the call center did not answer the phone. He then pressed the emergency button connected to the driver but there was no response. After about 20 minutes, the controlling officer on the platform knocked on the window and walked to the end of the carriage to be helped out.

Goals

So, the goals of this project is how we can help passengers wake up just before the train arrives at their station.

Problem Statement

• How can GoTransit helps users to find out the time of arrival at the destination station.

• How can GoTransit remind users when they arrive at their destination station.

Before I go to made a redesign,

I analyzed the design of GoTransit to think about it :

1. Is it user-friendly?

2. Is it easily understandable?

3. Is it effective in helping our users?

Design Process

Empathize

Research Plan

In this project I used the usability testing method, there were 7 respondents aged 24 - 39 years, active users of public transportation, students, office employees and GoTransit service users.

Question Research

Some questions I asked respondents:

• Do you know the GoTransit service on the Gojek application?

• Do you often use GoTransit services?

• What do you think about the current GoTransit service?

• Do you feel helped by the GoTransit service?

Background Research

This research was conducted to determine the habits of GoTransit service users and public transportation users before arriving at their destination station.

User Testing

From all the insights I got, here are some of the problems most experienced by users.

Define

Afinity Mapping

HMW & Solution

Ideate

User Flow

Sketching

Prototype

Design Solution

Test

Usability Testing

After making changes to the GoTransit service according to the needs of the users I met, I carried out usability testing on 5 respondents.

From these tests it was concluded:

• 4/5 respondents can understand the flow for scanning barcodes.

• Respondents can find information such as arrival times and platforms after purchasing tickets on the GoTransit service.

• The alarm can help remind or wake you up when you want to arrive at your destination route.

Thank you for reading my case study!

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