Book Ticket
AbhiBus covers over 100,000 bus routes across India operated by more than 3,500 private and state bus operator
TEAM
Designer, Product Manager
MY ROLE
Lead Product designer
KEY SKILL
Ux research
Interaction
UI Design
Overview
Users can easily compare schedules, bus types (Volvo AC sleeper, deluxe, and more), fares, and seat availability through a secure and intuitive interface, enhanced with discounts, cashback offers, and flexible cancellation and refund options.
Objective
The platform handles approximately 50,000 bookings per day. However, a 1% failure rate leads to nearly 500 failed transactions daily. Of these affected users, only 40% (around 200 users) go on to successfully complete their booking, indicating a significant drop-off in post-failure recovery and a potential gap in the user experience.
Solution
After the booking attempt, the system will wait for 2 minutes to verify the payment and confirm the seat.
If the payment or booking is unsuccessful, the user will be presented with options to:
Retry with the same seat
Select a different seat on the same bus
Choose a different bus
Problem Statement
In the current payment flow:
There is no visible timer or progress indicator, leaving users unclear about the system status.
Users can retry payment up to three times, but rapid repeated clicks often exhaust all attempts quickly, resulting in automatic payment failure.
After 3 failed attempts, the system automatically initiates a refund, discouraging users from retrying the booking.
Payment was successful, but the booking could not be completed due to a bus operator server error.
Solution
After the booking attempt, the system will wait for 2 minutes to verify the payment and confirm the seat.
If the payment or booking is unsuccessful, the user will be presented with options to:
Retry with the same seat
Select a different seat on the same bus
Choose a different bus
Solution
After the booking attempt, the system will wait for 2 minutes to verify the payment and confirm the seat.
If the payment or booking is unsuccessful, the user will be presented with options to:
Retry with the same seat
Select a different seat on the same bus
Choose a different bus
Story board and experience
User Flow
Multiple Use Cases
Research
Analyzed users via Microsoft Clarity and competitor research
Analyzed user behavior using Microsoft Clarity and conducted competitor research by reviewing the booking confirmation experiences of leading travel platforms such as RedBus, Paytm, MakeMyTrip, Cleartrip, and Goibibo.
Based on these insights, created comprehensive pre-journey and post-journey user journey maps to identify key pain points, user expectations, and experience gaps across the booking lifecycle.
UI Design
All use cases are covered
Booking Pending and Payment Failed
The booking could not be confirmed because the payment attempt was unsuccessful.
The user wants a clear retry payment option to quickly complete the booking without restarting the entire process.
Booking Failed
The booking was unsuccessful because of a temporary technical issue with the bus partner. No seats were confirmed.
The user wants clear refund assurance, timeline visibility, and a simple next step after repeated booking failure.
Success Metrics
Covered both pre-existing data and post-implementation insights
> Approximately 400 users (out of 500 failed cases) now complete their booking successfully
> Resulted in a 2× improvement in conversion from failed booking
> Booking recovery rate increased to 80%
Previous data
Daily bookings
50,000
Failures
500
Rebookings
200(40%)
After data
Daily bookings
50,000
Failures
500
Rebookings
400(80%)
UX Audit Outcomes
Fiture Experience Enhancements
1
Take 3 more trips to earn a free ticket.
2
Your trip has been added to the calendar.
3
Live tracking is available for your journey.
4
View or copy boarding point directions
5
View bus amenities, interior photos, and travel policies.
6
Book your return trip and check available return offers.
7
View rest stop information for your journey, if available.
8
Refer friends and earn rewards .
9
Consistent booking experience.