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UX CASE STUDY

wnder.

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redesigning an audio tour

product description

Is self-guided audio tour app based in Kolkata. It provides walking tours of places in significance in Kolkata so that users can explore them while learning about the history of that particular place.

my role

UX Designer | Idea Generator

| UX researcher | Information Architect

tools

Figma, Notion, Pen & Paper

market segment

Tourism Segment 

product type

e-learning platform

problem

Bad information hierarchy ̈

Bad UI
User Journey
No Continuity

personal statement 

I chose this app as it was the first app that I saw that needed a complete redesign . It desperately needed better interface.I also found that the service that they were offering was valuable and had a lot of potential.

methods used

Heuristic Analysis

Geurilla Usability Testing

SWOT Analysis

Competitor Analysis

1

2

Getting to know the product

Research

3

4

5

Finalising a flow & usability testing

Understanding the user

The redesign

  • Understand what is hindering the usability of the app

  • Enable users to do something they couldn’t do elsewhere or if they can, to do it better (“better” can mean more efficiently, more effectively, with a higher degree of satisfaction, or more conveniently.

  • Support novice users with easy-to-access instructions and visual prioritization of key tasks

  • Be designed and deployed with attention to the degree of change required of the application's users—ideally, with a design that facilitates learning and a communication plan that demonstrates the value to the use2

  • Help the company attain goals against key metrics, such as number of unique visitors. Often this is one part of an overall marketing strategy)

  • Create a more immersive experience.

Goals

Aim

1

Getting to know the product

​My aim is to create a better user experience while utilising an audio tour on the app and enable the user to navigate through the tours more efficiently, pleasurably and conveniently.

People who have access to mobile phones.

Target Audience

Tourists
People who want to learn more about the city while visiting.

Residents
People who would like to learn

more about the city.

People who are able to travel by foot and are able to carry out a certain level of physical activity that is necessary to utilise the walking tour

2

Research

SWOT Analysis

I chose to do a SWOT analysis as it enhances UX design by identifying team strengths and weaknesses, aligning design with opportunities in the market, and proactively addressing threats like competition, enabling a more effective design process.

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Heuristic Analysis

A heuristic analysis is a usability evaluation method that involves evaluating an interface or product based on a set of established design principles or heuristics. These heuristics, developed by experts in the field of usability, provide a framework for evaluating the effectiveness, efficiency, and overall usability of a product.
The purpose of a heuristic analysis is to identify potential usability problems and make recommendations for improvements.

RECOMMENDATIONS BASED ON INSIGHTS

  • Customise tour option so that users can alter the stops according to their liking and convenience. This would allow the users to change the order of the stops and delete them as well?

  • Creating a help section

  • Clean up the UI of screens by choosing a new font, colour palette and creating a nice layout according to information heirarchy.

  • Maintaining consistency and continuity in the app.

  • Making navigation an in-app experience, With location triggered audios and audio navigation if necessary.

  • Creating a menu bar with all the stops written, so that the user can track which stop they are on.

  • Expandable pictures, along with a photo gallery, so that at home users can benefit from the tours as well. Maybe providing street view of each of the stops in order to give the user a more natural and immersive experience.

  • Providing users an option to resume a tour or start it from the beginning.

  • Providing a confirmation message before users can exit the tour midway.

Competitive Analysis

A competitor analysis is an important part of the UX design process because it helped me understand the strengths and weaknesses of their competitors' products or services. By analyzing the competition, I gained valuable insights into what works and what doesn't in their industry or market. I chose to do a competitive analysis on 3 other audio tour apps:

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The user has easy access to the certain functions like, playing & pausing, fast forwarding & rewinding as well as skipping to the next portion of the audio tour.

The app auto-plays the next track regardless of where you are located.

The Play Bar at the bottom of the screen is constant and remains on the screen when navigating in-app, this allows the user to move away from their audio tour page and explore the app or perform a particular task.

The app provides the user an option between light mode and dark mode, which in turn gives the user a choice for a better and personalised experience.

The users have to navigate using a map provided with pre-defined checkpoints.

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Language choice provided to users. Helps the user feel more at ease while using the app.

The app highlights the curator of the tour and therefore builds trust and credibility towards the application.

Ratings are provided by previous users, this increases the credibility of the tours.

Voicemap auto-plays the next track regardless of where you are located.

Before you go tab provides necessary insights to users before starting a tour.

Previews of every tour is available in order for a user to get acquainted with the app as well as check if they would like to proceed with purchasing a tour.

The app intimates the user before shifting to the next checkpoint. This gives the user time to navigate to the next one.

Navigation from one stop to another can be done by clicking on the play button in front of each stop.

3

Finalising a flow & usability testing

The flow picked


The audio tour flow helps the users access and progress through an audio tour on the app, It essentially is the same flow repeated again and again with the exception of the start and the end of a tour.
The audio tours are the only revenue generating section of the application and hence is the most important. Although improving the homescreen and flows that direct the users to the audio tour are important at first. The crux of the problem lies in the desolate state of the audio tours itself, as it has the most potential to grow as an experience rather than a visual.

Guerrilla Usability Testing


This testing was done over individual interviews with 3 users.

WHY

  • How user’s behave in the flow chosen.

  • The pain points.

  • What are the questions and doubts that arise in the user’s mind when using that particular flow?

  • What the user thinks could be better?

  • How would each user ideally use this app.

  • If the user wouldn’t use this app ( with regards to flow chosen), what would make it more attractive to them?

WHAT I OBSERVED

  • The sequence in which the user interacts with the screen. (Where they click first)

  • Where the user makes mistakes(Goes off course of task)

  • How the user gets back to the stage where they left off

  • What are the questions they ask

  • Where they spend the most time to figure out what they have to do.

PROBING QUESTIONS

  • What difficulties did you face?

  • What was the worst part of the task

  • Where did you get confused?

  • Did you have to search for something ?

  • Why don’t you like this app?

  • Why do you like this?

  • Do you see yourself using this feature? If yes when and if no, Why not?

INSIGHTS

  1. Problem with buttons.

  2. Washroom and eateries tab problems.

  3. Navigation app discomfort

  4. Customisation of tour

  5. Missing information that they would like to be included.
     

6. Problem with naming of buttons.

7.  Customisation of tour

8.Would have liked a small gist of each stop

9. Missing information that they would like to be included.

10. Exiting by-mistake

4

Understanding the user

User personas

User personas are fictional representations of the users of a product or service, created based on research and data analysis. These user personas helped me understand the needs, goals, motivations, and behaviors of the users.

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Personality 

Curious
Extrovert
Creative
Busy

Organized
Independent
Active
Safe

Guna 

42/Homemaker/Bombay

Guna is a Homemaker in Bombay who supports her family of 2. She loves learning about the historical aspects of a place and would love to use walking audio tours as a way of learning about her surroundings. She unfortunately cannot walk for long durations and therefore wouldn’t be able to make full use of the audio tours.

Personality 

Curious
Introvert
Analytical
Busy

Messy
Independent
Passive
Safe

Sujesh

46/Banker/Bombay

Sujesh is a banker who spends most of his time in office, he loves to travel and is adventurous. He is patient and loves to walk and explore places. He likes the idea of self guided tours as he prefers not interacting with people. He would most likely use this while exploring new cities.

Personality 

Curious
Extrovert
Creative
Time rich

Organized
Team player
Passive
SafeSafe

Aditi

15/Student/Bombay

Aditi is a student who studies history in school. She doesn’t particularly like studying it and would most definitely not download a self-guided audio tour app unless asked to do so. She loves playing video-games and coding but also enjoys travelling in groups.

User flow

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A user flow is a visualization of the path a user takes to complete a task or achieve a goal within a digital product or service. User flows are important in UX design because they help designers understand the user's journey and identify areas where the user experience can be improved.

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I marked the points in which the users were facing the most discomfort with a red dot.

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5

The Redisign 

Sketches (Low Fidelity)

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Home Page

​These are sketches of the final screens that were borne of multiple iterations to accommodate multiple insights from different users

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Home Page.png

HOME PAGE

Feature added
Play Bar at bottom of screen so that users can navigate the app even while listening to an audio tour. These also ensures easy access to the previously listened audio tour in case of exiting a tour by mistake.

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HOME PAGE
(once a purchase is made)

Feature added
Users can easily access their purchases from the my purchases bar.

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AUDIO TOUR INFORMATION

Feature added
Tabs for extra relevant and necessary information so that users start the tour with all important information they need to know before hand being accessible to them.

AUDIO TOUR PAGE

Feature added
Quick access to the map where users can navigate from one stop to another as well as view all the stops .

A slideshow of pictures of the venues the tour would be covering so that users can gauge whether they would like to go or not.
 




Users can also go to the next audio segment (stop) or the previous one by swiping up and down.

Quick access to the map where users can navigate from one stop to another as well as view all the stops .

Other projects

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