PKP Intercity - usability tests, or how we improve the passenger application
See how, through usability testing, we improved the application for PKP Intercity before its first launch. In addition, our long-standing cooperation allows us to monitor and optimize solutions on an ongoing basis.
One of the projects carried out in cooperation with PKP Intercity was to create a concept for the carrier's mobile application.
Our goal was to design an intuitive application that makes it easy to plan travel, purchase tickets and use available services. And then conduct usability tests, which helped identify areas for improvement.
In response to user feedback and needs, we are constantly developing the application, enriching it with new features and optimizing its operation to make it even more responsive to the needs of travelers.
We set up hypotheses, which we verified during meetings with the target users of the application. We compiled the results of the usability tests into a report containing design recommendations.
We created a Design System, which is a set of principles, components and design patterns that ensure visual and functional consistency. This allowed us to organize the design, which translated into streamlining daily work and ensuring consistency.
Usability testing
User flows
Wireframes
UI
Design System
Context of the project
This case study focuses exclusively on the usability testing we did before releasing the PKP IC Application. When designing the Application, it was crucial to understand the real needs and behaviors of the target users in the context of the ticket purchase process. The variety of travel scenarios, available discounts and concessions, and the need to purchase additional tickets, such as for luggage, meant that the interface had to be intuitive and best suited to users.
It was important for the client to conduct usability tests to ensure that the app would actually meet travelers' expectations and make it easy for them to purchase tickets. One of the challenges was to properly position the option to add a secondary ticket in the user's path, so that it was easily accessible but did not interfere with the main purchase process. That's why usability testing played a key role - it made it possible to verify how users actually navigate the app and where they encounter difficulties.
Ongoing cooperation with the client made it possible to systematically verify assumptions and adjust the app to the actual expectations of travelers. User feedback and test results prompted us to make changes to selected paths to better meet the needs of different audiences.
Zima has successfully designed a new app layout that both improves the user experience and simplifies the use of the platform for customers.
The first module has already been implemented in production and is available to customers - it collects positive feedback.
We cooperated with the Zima agency in the research of the usability of the shopping path of the mobile application Intercity Railway Station.
The research helped us to see, among other things, the difficulties of users in the purchase processtickets.
Thanks to professionally prepared research, we have developed a new, optimal approach in this regard.As part of the cooperation, we are introducing further improvements that will facilitate passengers use our app and thus improve the quality and strengthen the brand expierience.
View Management
The design dilemmas became the impetus for usability testing. Our goal was to confront the product with its future users even before implementation, in order to best match the PKP Intercity Application to the needs of travelers.
The usability tests conducted not only confirmed our hypotheses, but also provided solid arguments to justify the design decisions made. What's more, we observed elements that, although not the original object of the research, required changes.
Optimization of the selection process of discounts and discounts for adults
The original process assumed automatic addition of a normal ticket only for the first adult, while for subsequent ones the user had to do it manually. Usability tests showed that this way of choosing was incomprehensible to users.
We've changed the way you choose discounts and discounts, ensuring that tickets are added automatically and uniformly for all adults.
Design challenge
The results of the research clearly indicated that users prefer the possibility of adding tickets at an earlier stage, waiting on the summary only for the final verification of the choice and a quick transition to payment. In response to this data, we have moved the mentioned option to an earlier step.
Improvement of the implemented solution for the selection of additional tickets
Despite the changes introduced, the purchase of additional tickets continued to be a challenge for users. Feedback from passenger reviews and complaints indicated that the key problem was the insufficient visibility of this step in the rest of the information.In response, we redesigned the process, placing options for purchasing additional tickets on tiles with icons that distinguish them.
Optimization of implemented solutions
During usability testing, in addition to verifying the hypotheses and implementing the planned improvements, we identified additional areas causing difficulties for users. Although they were not the original purpose of the tests, we decided to monitor them with a view to future modifications.
As time passed, we gathered more and more valuable user feedback on these elements. This was a signal to us that the time was right to improve them. We took steps to adapt the application to users' expectations, constantly improving the quality of their experience and enhancing their satisfaction with the product.
Selection of discounts and discounts
Usability tests have shown that the way in which information is presented during the selection of reliefs makes it difficult to use them conveniently and effectively. This problem has been further confirmed by numerous user opinions flowing to customer service. Therefore, we decided to redesign this element.
In the new view, we have reduced the information to the key ones. They are presented in an intuitive and easy to browse way. Users also have the ability to check the details of each relief at any time.
Expanding System Design
Our project required an innovative approach to component design to move from screens crowded with data to readable and intuitive interfaces. We have taken on the challenge of expanding the existing design of the FlowBite system. Despite its seemingly complete nature, deeper analysis has shown that it does not fully meet our needs in terms of aesthetics and readability of data.
By default, users use a graphical seat reservation, which is preferred by the vast majority of passengers. However, this option may not be sufficient for people using screen readers. In response to the need and legal requirements of WCAG, we have introduced a simple method of switching to an alternative method of choice, ensuring full process availability for all users.
Purchasing path
We used text highlights only where they were relevant, and we divided screens containing a large amount of information into smaller steps, allowing users to gradually assimilate the data.
Based on user feedback received by customer service and our own observations, we have noticed that an excess of information in some places can lead to overwhelm. In response to these comments, we analyzed the entire purchase path, reviewing the functionality and content at each stage of the process.
In addition, we have reduced the number of colors so that they attract attention only where necessary.
Creating a System Design
To ensure consistency and control over the project, at some point in the project we started working on creating a Design System. This process involved defining clear visual and functional standards that became the basis for all interface elements. Design System not only facilitated collaboration between design and development teams, but also streamlined implementation, eliminating the risk of inconsistency and chaos. In addition, it constitutes a solid technical documentation, supporting the further development and scalability of the project.
The implementation of System Design allowed us to effectively manage the application. Creating new views has become much faster, and by maintaining consistency with existing interface elements, it ensures full harmonization with previously designed solutions.
Our team worked in a design model
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