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Improving the JLT app
Background
In uni, I was tasked to review an existing app and make a study of how one may improve the application. I chose to investigate the JLT-application by Jönköping Länstrafik. Jönköping Länstrafik is the management responsible for the public transportation in Jönköping city. They have a mobile application that lets buy their tickets and plan their routes. This application has gotten a lot of negative reviews. I decided to read into what issues the users had with the application and see what potential improvements they could make in order to raise their user satisfaction level. The intention of this project was to create recommendations for how the application may be approved upon. This project was not in co-operation with Jönköping Länstrafik.
Study
I made a study where participants were told to accomplish a series of tasks. Some of these tasks consisted of searching how to travel to specific destinations, how to buy a ticket, finding out what the different pricing areas were etc. This study was created based on the TAM model, which is being used to investigate user intention and behavior of users in digital applications.
Problem
What became clear from my study was that the participants were not able to see valuable functions, and what they assumed to be a feature in the application were not available. In order for the participants to solve some of the tasks that were provided, they used other forms of applications to find information that was already available in the JLT-application at hand. There are both issues with tehnical features and lacking easily understood user interface design and cohesion, making it frustrating for users to use.
Solution
By redesigning simple interface visuals to be more distinct and get rid of unnecessary menus, information and features become more obvious and easily used by the users. By adding additional features that were highlighted in the study, increases the ease of use and lowers the user frustration.
Conclusion
The JLT application is a functional application who holds a lot of useful features, but lack obvious information and functions users may expect. A lot of the information provided in the application is hidden behind menus, making it difficult to find. By simple modifications to the interface as well as adding certain features that the participants expected would exist in the application, the JLT-application would be more easy to use and perceived as more useful.
Lessons from the study
This project highlighted the value of participant studies for me. The study showed how different people perceive and use online applications and what some may take for granted others may find unclear.