This UX research study was done to understand users who uses ride booking app. Basically to understand their behaviour throughout using the app.
As we all use ride booking app for our journey. Many times user faces an issue within this app which frustrates user and make overall bad experience with the product. So, I started this study to understand better the users .
When using this kind of apps, I've faced certain issues which frustrates me often.
My pain points:
1) Not able to pay by preferred payment because driver wants it in cash
2) Ride cancellation after asking destination
3) Not getting rides for few minutes
To understand if my pain points are not just mine, I conducted quantitative research to understand if more users are facing same problem or not. I crafted survey with respect to my hypothesis. I sent it to my friends group who regularly use ride booking app which makes them target audience.
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Insights from survey:
From survey, OLA has maximum number of users, so I proceed to do user research on this app.
Now to understand user behaviour and their pain points, I find and analyze play store reviews of OLA app.
To see more details here's the link
Issues I found out from app reviews:
From all the survey and desk research, I conduct user interviews to understand more of user. I did it with 4 participants who filled the survey and used OLA recently.
Insights from interviews:
Based on quantitative and qualitative research, I created a persona which covers user goals and frustrations they faced.
Based on users pain points, following ideas can be implemented to make product a little better
As my first research case study, I learned few things that broaden my knowledge and understanding on how projects should be done.
