Enhancing UX at MakeMyTrip: Bus and Cab Transformation
During my internship at MakeMyTrip, I had the exciting opportunity to work on projects that aimed to improve the overall user experience on their platform. In this case study, I'll share my journey and contributions, with a focus on two major projects: revamping the bus checkout process and enhancing the onboarding experience for airport cab services.
During my internship at MakeMyTrip, I had the exciting opportunity to work on projects that aimed to improve the overall user experience on their platform. In this case study, I'll share my journey and contributions, with a focus on two major projects: revamping the bus checkout process and enhancing the onboarding experience for airport cab services.
Understanding Company Structure and Product Integration
At the start of my internship, I realized the importance of getting the bigger picture of how the company operated. To do this, I decided to create a detailed flowchart that connected all the dots within the organization. This visual map helped me understand how the product I was assigned to fit into the company's broader ecosystem. It was like putting together pieces of a puzzle, and it set the stage for my work on future projects.
In addition to the company vertical tree I also presented my thoughts on GoIbibo's application, what were my thoughts on things that exist and my suggestion to improve them. Here they are:
Enhancing the Bus Checkout Flow
My main project was all about making it easier for users to book bus tickets while minimizing confusion. We knew that a smooth checkout process could significantly impact user satisfaction and conversion rates.
Creating User-Friendly Filter Searches
To kick things off, I worked on designing filters that were user-friendly. These filters allowed users to refine their search results based on their preferences, like departure time, bus type, and amenities. The goal was to help users quickly find the perfect bus for their journey.
Implementing Loading and Error States
Understanding the importance of keeping users in the loop, I added loading and error states during data processing. It was all about providing users with instant feedback, whether it was waiting for data to load or if something went wrong. These little touches reduced frustration and kept users engaged.
Understanding the importance of keeping users in the loop, I added loading and error states during data processing. It was all about providing users with instant feedback, whether it was waiting for data to load or if something went wrong. These little touches reduced frustration and kept users engaged.
Introducing Ghost Loaders
To make waiting periods less boring, I introduced ghost loaders during data retrieval. These subtle animations reassured users that their requests were being processed, turning waiting time into a more interactive experience.
To make waiting periods less boring, I introduced ghost loaders during data retrieval. These subtle animations reassured users that their requests were being processed, turning waiting time into a more interactive experience.
Enhancing Navigation
Smooth navigation is key to a pleasant user journey. I reworked the navigation between different sections, ensuring users could easily access and digest information about their chosen bus. Clear transitions were added, so users seamlessly moved from picking a bus to finalizing their booking.
Smooth navigation is key to a pleasant user journey. I reworked the navigation between different sections, ensuring users could easily access and digest information about their chosen bus. Clear transitions were added, so users seamlessly moved from picking a bus to finalizing their booking.
Seat Selection Challenge
One of the trickiest parts of this project was coming up with a universal seat selection process. Buses have all kinds of layouts, and each one required a unique approach. I crafted a step-by-step seat selection mechanism that adapted to the specific layout of each bus. This involved some careful user interface design and experience planning.
One of the trickiest parts of this project was coming up with a universal seat selection process. Buses have all kinds of layouts, and each one required a unique approach. I crafted a step-by-step seat selection mechanism that adapted to the specific layout of each bus. This involved some careful user interface design and experience planning.
Simplifying Checkout
To streamline the checkout process, I focused on making it as user-friendly as possible. We added clear actions for applying coupons and provided a step-by-step payment guide. Visual cues and informative prompts were sprinkled in to make the payment process smoother than ever.
To streamline the checkout process, I focused on making it as user-friendly as possible. We added clear actions for applying coupons and provided a step-by-step payment guide. Visual cues and informative prompts were sprinkled in to make the payment process smoother than ever.
Testing and Positive Outcomes
After these enhancements were put into action, we didn't just call it a day. We conducted thorough tests to see how they were performing. The results were super promising. Early tests showed a whopping 37% drop in users abandoning their bookings before reaching the payment step. User interviews confirmed that users were feeling less lost when looking for bus information, leading to more confident decisions and fewer calls to customer support.
Improving Airport Cab Onboarding
Graphics Selection
A big part of the challenge here was selecting graphics that effectively conveyed essential information without overwhelming users. Striking that balance was a bit of an art.
A big part of the challenge here was selecting graphics that effectively conveyed essential information without overwhelming users. Striking that balance was a bit of an art.
A/B Testing
To figure out what worked best, we decided to roll out two versions of the onboarding section and put them to the test. This data-driven approach helped us make informed decisions based on how users reacted.
To figure out what worked best, we decided to roll out two versions of the onboarding section and put them to the test. This data-driven approach helped us make informed decisions based on how users reacted.
User Feedback and Selection
In the end, we went with the second version of the onboarding process. This choice was based on a mix of hard data, like how often users called customer support, and feedback from the folks at the airport booths. It was all about ensuring a smoother onboarding experience for users arriving at airports and needing cab services.
In the end, we went with the second version of the onboarding process. This choice was based on a mix of hard data, like how often users called customer support, and feedback from the folks at the airport booths. It was all about ensuring a smoother onboarding experience for users arriving at airports and needing cab services.
Would it better to show the steps in a bigger format? Better distinction between the 1,2,3 steps? Can this we worded better? "Take a left from taxi counters to reach the GoIbibo parking and get into your cab".
Would it better to show the steps in a bigger format? Better distinction between the 1,2,3 steps? Can this we worded better? "Take a left from taxi counters to reach the GoIbibo parking and get into your cab".
Conclusion
My internship at MakeMyTrip has been a tremendous learning experience, offering insights into the dynamic field of user experience design. Through a user-centric approach, I successfully enhanced the bus booking process, boosting user satisfaction and conversion rates. Additionally, I collaborated with Alok and Gaurav from MakeMyTrip, whose guidance and collaboration were invaluable in our efforts to improve user experiences.
I extend my heartfelt thanks to Gaurav for his mentorship and support throughout the projects and to Alok for his crucial insights and collaboration.
In summary, my time at MakeMyTrip has equipped me with valuable skills and experiences that will shape my future endeavors, and I'm excited to apply these lessons in my career ahead.
