GOJEK REDESIGN
GOJEK
REDESIGN
ROLE
Product Designer ,
UX Research,
UI Designer
TIMELINE
(2 weeks) 2023
TOOLS USED
Figma
Framer
Midjourney
PROJECT TYPE
Case Study
About
The Gojek app UX redesign aimed to elevate user experience and inclusivity. We focused on user feedback, adding features for better flexibility in choosing drivers based on price and distance in categories like GoCar and GoRide. We also introduced a text-to-speech option to help visually impaired users navigate the app. By prioritizing user needs and inclusivity, the redesign seeks to make Gojek more user-friendly and accessible for everyone.
Problem Overview
Problem Overview
Problem Overview
Problem Overview
The current Gojek app version lacks options in selecting drivers based on price and distance preferences within categories like GoCar and GoRide.
Visually impaired users face challenges navigating and interacting with the app due to missing accessibility features.
Key Challenges:
Limited Ride Option Customization: Users can't select drivers based on price or distance preferences, leading to dissatisfaction.
Inaccessibility for Visually Impaired Users: The app lacks text-to-speech functionality, excluding visually impaired users from utilizing Gojek's services.
Many older adults who desire hassle-free travel experiences lack accessible and user-friendly digital platforms that cater to their specific needs. Existing travel websites often overlook the preferences and limitations of this demographic.
How can I make travel booking experience easier, comfortable and safe for the non-tech-savvy elderly individuals?
The current Gojek app version lacks options in selecting drivers based on price and distance preferences within categories like GoCar and GoRide.
Visually impaired users face challenges navigating and interacting with the app due to missing accessibility features.
Key Challenges:
Limited Ride Option Customization: Users can't select drivers based on price or distance preferences, leading to dissatisfaction.
Inaccessibility for Visually Impaired Users: The app lacks text-to-speech functionality, excluding visually impaired users from utilizing Gojek's services.
The current Gojek app version lacks options in selecting drivers based on price and distance preferences within categories like GoCar and GoRide.
Visually impaired users face challenges navigating and interacting with the app due to missing accessibility features.
Key Challenges:
Limited Ride Option Customization: Users can't select drivers based on price or distance preferences, leading to dissatisfaction.
Inaccessibility for Visually Impaired Users: The app lacks text-to-speech functionality, excluding visually impaired users from utilizing Gojek's services.
Goals
Goals
GOALS AND
OBJECTIVES
Goals
Enhanced Ride Option Flexibility:
Introduce options within the Gojek app where users can choose drivers varying in price and distance within the same ride category, facilitating personalized and optimized ride experiences.
Make a platform for elderly travelers to organize their trips.
Introduce options within the Gojek app where users can choose drivers varying in price and distance within the same ride category, facilitating personalized and optimized ride experiences.
Introduce options within the Gojek app where users can choose drivers varying in price and distance within the same ride category, facilitating personalized and optimized ride experiences.
Improved Accessibility:
Implement features that enable visually impaired users to navigate and interact with the app effectively, ensuring inclusivity and equal access to Gojek's services.
Research
Research
Research
Research
Affinity Mapping
Affinity Mapping
Affinity Mapping
Affinity Mapping
Methodology:
I organized and synthesized the qualitative data gathered from user interviews and product research using affinity mapping techniques. This involved categorizing user feedback, pain points, and feature requests into thematic clusters.
Objective:
The aim was to identify common patterns, trends, and user needs related to ride options and accessibility features.
Result:
Affinity mapping revealed key themes such as the demand for variable driver options and the importance of implementing accessibility features to enhance user experience and inclusivity.
Methodology:
I organized and synthesized the qualitative data gathered from user interviews and product research using affinity mapping techniques. This involved categorizing user feedback, pain points, and feature requests into thematic clusters.
Objective:
The aim was to identify common patterns, trends, and user needs related to ride options and accessibility features.
Result:
Affinity mapping revealed key themes such as the demand for variable driver options and the importance of implementing accessibility features to enhance user experience and inclusivity.
User Interviews
(Qualitative Research):
User Interviews
(Qualitative Research):
User Interviews
(Qualitative Research):
User Interviews
Qualitative Research
Findings Implementation
Methodology:
I conducted user interviews with a diverse group of Gojek app users, including both frequent and occasional users. These interviews were structured to gather qualitative insights into user preferences, pain points, and suggestions for improvement.
Objective:
The goal was to understand user behaviors, preferences regarding ride options, and the challenges faced by visually impaired users in using the app.
Result:
User interviews revealed a strong demand for more flexibility in choosing drivers based on price and distance preferences. Additionally, they highlighted the critical need for accessibility features to cater to visually impaired users.
Findings Implementation
Findings Implementation
Findings Implementation
Findings Implementation Overview
1. Variable Driver Options:
Findings
Users expressed frustration with the lack of flexibility in selecting drivers based on price and distance preferences within the same ride category.
Many users indicated a desire for more control and customization when choosing drivers, particularly for longer or more cost-sensitive journeys.
Implementation
Introduced a new feature within the Gojek app that allows users to select drivers varying in price and distance within ride categories such as GoCar and GoRide.
Implemented a toggle switch or dropdown menu where users can toggle between different driver options based on their preferences for price or distance.
Provided detailed fare estimates and distance information for each driver option to empower users to make informed decisions.
2. Accessibility Features:
Findings
Visually impaired users encountered significant challenges in navigating and interacting with the app due to the absence of accessibility features.
Users expressed a strong desire for inclusive design solutions that would enable them to access and use the app effectively.
Implementation
Integrated a comprehensive accessibility feature set within the Gojek app, including text-to-speech functionality and voice navigation options.
Added an option in the app settings for users to enable text-to-speech functionality, allowing all text-based content within the app to be read aloud.
Implemented voice commands and gestures for navigating menus, reading descriptions, and interacting with buttons, making the app more intuitive and accessible for visually impaired users.
Findings Implementation Overview
1. Variable Driver Options:
Findings
Users expressed frustration with the lack of flexibility in selecting drivers based on price and distance preferences within the same ride category.
Many users indicated a desire for more control and customization when choosing drivers, particularly for longer or more cost-sensitive journeys.
Implementation
Introduced a new feature within the Gojek app that allows users to select drivers varying in price and distance within ride categories such as GoCar and GoRide.
Implemented a toggle switch or dropdown menu where users can toggle between different driver options based on their preferences for price or distance.
Provided detailed fare estimates and distance information for each driver option to empower users to make informed decisions.
2. Accessibility Features:
Findings
Visually impaired users encountered significant challenges in navigating and interacting with the app due to the absence of accessibility features.
Users expressed a strong desire for inclusive design solutions that would enable them to access and use the app effectively.
Implementation
Integrated a comprehensive accessibility feature set within the Gojek app, including text-to-speech functionality and voice navigation options.
Added an option in the app settings for users to enable text-to-speech functionality, allowing all text-based content within the app to be read aloud.
Implemented voice commands and gestures for navigating menus, reading descriptions, and interacting with buttons, making the app more intuitive and accessible for visually impaired users.
Findings Implementation Overview
1. Variable Driver Options:
Findings
Users expressed frustration with the lack of flexibility in selecting drivers based on price and distance preferences within the same ride category.
Many users indicated a desire for more control and customization when choosing drivers, particularly for longer or more cost-sensitive journeys.
Implementation
Introduced a new feature within the Gojek app that allows users to select drivers varying in price and distance within ride categories such as GoCar and GoRide.
Implemented a toggle switch or dropdown menu where users can toggle between different driver options based on their preferences for price or distance.
Provided detailed fare estimates and distance information for each driver option to empower users to make informed decisions.
2. Accessibility Features:
Findings
Visually impaired users encountered significant challenges in navigating and interacting with the app due to the absence of accessibility features.
Users expressed a strong desire for inclusive design solutions that would enable them to access and use the app effectively.
Implementation
Integrated a comprehensive accessibility feature set within the Gojek app, including text-to-speech functionality and voice navigation options.
Added an option in the app settings for users to enable text-to-speech functionality, allowing all text-based content within the app to be read aloud.
Implemented voice commands and gestures for navigating menus, reading descriptions, and interacting with buttons, making the app more intuitive and accessible for visually impaired users.
Findings Implementation Overview
1. Variable Driver Options:
Findings
Users expressed frustration with the lack of flexibility in selecting drivers based on price and distance preferences within the same ride category.
Many users indicated a desire for more control and customization when choosing drivers, particularly for longer or more cost-sensitive journeys.
Implementation
Introduced a new feature within the Gojek app that allows users to select drivers varying in price and distance within ride categories such as GoCar and GoRide.
Implemented a toggle switch or dropdown menu where users can toggle between different driver options based on their preferences for price or distance.
Provided detailed fare estimates and distance information for each driver option to empower users to make informed decisions.
2. Accessibility Features:
Findings
Visually impaired users encountered significant challenges in navigating and interacting with the app due to the absence of accessibility features.
Users expressed a strong desire for inclusive design solutions that would enable them to access and use the app effectively.
Implementation
Integrated a comprehensive accessibility feature set within the Gojek app, including text-to-speech functionality and voice navigation options.
Added an option in the app settings for users to enable text-to-speech functionality, allowing all text-based content within the app to be read aloud.
Implemented voice commands and gestures for navigating menus, reading descriptions, and interacting with buttons, making the app more intuitive and accessible for visually impaired users.
Interface GoRide
Design Overview GoRide
Before: there was a lack of flexibility in selecting drivers based on price and distance preferences within the same ride category.
Before: not enough control and customization when choosing drivers, particularly for longer or more cost-sensitive journeys.
After: more options within one category of drivers.
After: long drives became more assessable.
Design Overview
Before: there was a lack of flexibility in selecting drivers based on price and distance preferences within the same ride category.
Before: not enough control and customization when choosing drivers, particularly for longer or more cost-sensitive journeys.
After: more options within one category of drivers.
After: long drives became more assessable.
Interface GoCar
Design Overview GoCar
Before: users faced limitations in selecting drivers based on price and distance preferences within the same category.
Before: not enough control and customization when choosing drivers, particularly for longer or more cost-sensitive journeys.
After: more options within one category of drivers.
After: long drives became more assessable.
Design Overview
Before: users faced limitations in selecting drivers based on price and distance preferences within the same category.
Before: not enough control and customization when choosing drivers, particularly for longer or more cost-sensitive journeys.
After: more options within one category of drivers.
After: long drives became more assessable.
Accessibility Interface
Accessibility Interface
Research Validation
Research Validation
Accessibility Interface
Research Validation
Research Validation
Research Validation
Research Validation
Research Validation
Accessibility Interface
After implementing the redesigned features in the Gojek app, we conducted validation and gathered feedback from users to assess the impact of the changes on user experience and accessibility. The validation process included quantitative and qualitative methods to measure user satisfaction, usability, and accessibility.
User Feedback Surveys:
We distributed surveys to users who had used the redesigned Gojek app to gather feedback on their experience with the new features, including variable driver options and accessibility enhancements.
Users were asked to rate their satisfaction with the new features on a scale of 1 to 5, with 5 indicating high satisfaction. They were also encouraged to provide additional comments and suggestions for improvement.
In-App Feedback Mechanisms:
We integrated in-app feedback mechanisms that allowed users to provide real-time feedback while using the app. Users could report issues, suggest improvements, or express their satisfaction with the redesigned features.
Feedback collected through these mechanisms was monitored and analyzed to identify recurring themes and address user concerns promptly.
User Interviews and Focus Groups:
We conducted follow-up user interviews and focus groups with a representative sample of users to delve deeper into their experiences with the redesigned features.
Participants were asked open-ended questions about their likes, dislikes, challenges encountered, and suggestions for further improvement.
Feedback Result
Feedback Result
Feedback Result
Feedback Result
Positive Reception of Variable Driver Options:
The introduction of variable driver options received positive feedback from users, who appreciated the ability to choose drivers based on price and distance preferences within the same category.
Users reported feeling empowered and in control of their ride choices, leading to increased satisfaction and confidence in using the Gojek app for transportation needs.
Improved Accessibility Enhancements:
The addition of the text-to-speech option for blind users was highly praised and deemed a significant improvement in accessibility.
Visually impaired users expressed gratitude for the inclusion of this feature, which enabled them to navigate the app independently and access important information effortlessly.
Enhanced User Satisfaction and Loyalty:
Overall, users expressed higher satisfaction levels with the redesigned Gojek app compared to the previous version.
The combination of improved ride options and enhanced accessibility features contributed to increased user loyalty and engagement with the platform.
Suggestions for Further Improvement:
While the redesigned features were generally well-received, users provided valuable suggestions for further refinement and optimization.
Common suggestions included fine-tuning the variable driver options algorithm to ensure accurate pricing and distance estimates, as well as enhancing the text-to-speech functionality for smoother navigation..
Positive Reception of Variable Driver Options:
The introduction of variable driver options received positive feedback from users, who appreciated the ability to choose drivers based on price and distance preferences within the same category.
Users reported feeling empowered and in control of their ride choices, leading to increased satisfaction and confidence in using the Gojek app for transportation needs.
Improved Accessibility Enhancements:
The addition of the text-to-speech option for blind users was highly praised and deemed a significant improvement in accessibility.
Visually impaired users expressed gratitude for the inclusion of this feature, which enabled them to navigate the app independently and access important information effortlessly.
Enhanced User Satisfaction and Loyalty:
Overall, users expressed higher satisfaction levels with the redesigned Gojek app compared to the previous version.
The combination of improved ride options and enhanced accessibility features contributed to increased user loyalty and engagement with the platform.
Suggestions for Further Improvement:
While the redesigned features were generally well-received, users provided valuable suggestions for further refinement and optimization.
Common suggestions included fine-tuning the variable driver options algorithm to ensure accurate pricing and distance estimates, as well as enhancing the text-to-speech functionality for smoother navigation..
Conclusion
Conclusion
Conclusion
The research validation and feedback results confirmed the effectiveness of the redesigned features in improving user experience and accessibility within the Gojek app. By listening to user feedback and continuously iterating based on user needs, Gojek remains committed to delivering a user-centric and inclusive platform that meets the diverse needs of its global user base.
Stay in touch!
Stay in touch!
Evgeniia Koluga
Product Designer
Email: youcreativ@gmail.com
Evgeniia Koluga
Product Designer
Email: youcreativ@gmail.com
Stay in touch!
Stay in touch!
Conclusion
The research validation and feedback results confirmed the effectiveness of the redesigned features in improving user experience and accessibility within the Gojek app. By listening to user feedback and continuously iterating based on user needs, Gojek remains committed to delivering a user-centric and inclusive platform that meets the diverse needs of its global user base.
Stay in touch!
Stay in touch!
Evgeniia Koluga
Product Designer
Email: youcreativ@gmail.com
Evgeniia Koluga
Product Designer
Email: youcreativ@gmail.com