FlixBus

My research process begins with an exploration focused on the user for a better understanding of the common pain points, as well as doing a Competitors analysis.
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User Research
In the best case scenario, I would have access to the company dashboard numbers or work closely with the data team to pull out valuable data and numbers to help me identify customer problems and understand their behaviour. Since it is not the case I've interviewed potential user which could be used as a proto-persona as well to support my hypothesis.

During the user testing session the participant were asked to book a round trip ticket from Berlin to Paris using FlixBus Mobile site, The research focuses on the following:
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- How is the user experience with the FlixBus mobile site?
- Does the company offer relative/helpful information to help you book your ticket faster?
- Is there are any information that might be missing and would like to know about them?
- Where are the opportunities for improving satisfaction with the FlixBus mobile site experience?

- The users look for a cheap ticket to travel with FlixBus.
- The users prefer to select the bus station from the homepage to narrow down the options in the search result page.
- The users would like to see the cheapest/fastest ticket highlighted in the search result page.
- The users appreciate information transparency in the search result page, (ex.FAQ).
- A Journey map to check the trip route is nice to have.

Once I had an idea in which direction to go, I made an analysis of the Competitors, since it is a good way to to get inspiration and insight into what works and doesn't.

The next step after collecting data from different sources was filtering and
grouping these data and then break them into small digestible pieces.
based on that, I came up with hypotheses and ideas to improve customer
experience and help to solve their problems.
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Hypotheses
- Showing users the bus stop in the home page would narrow down the search result options.
- Showing users the bus stop in the home page would allow users to choose the closest bus station to them.
- Hiding the search form in the search result page will allow users to scan the ticket options faster, and show the important information first.
- Users would be interested in knowing more about the Journey details before booking the ticket in the search result page.
- Highlighting the ticket (eg.cheapest) in the search result page will increase FlixBus CRT
- Showing more details (seating, luggage ) in the search result page will help the user in taking a better decision to book their ticket.

Creating Wireframe whether it is high fidelity or low-fidelity is crucial in the design process, to better visualise how the design solution would be like.

The next step will be continuo the testing and gettingback to users feedback until the implementation phase