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  • Jiaxin L

Information Architecture of Greyhound Mobile App


Where is the E-ticket!


I had a hard time bringing out the E-ticket before check-in at the greyhound station every time. The above four screen shots indicate that there are three clicks before I can have the bar code ready for the driver to scan it. Especially when I was in a hurry, I would be getting anxious that I have to click, click, click to get to what I want.



One time, I almost missed the bus because of the traffic on the way to the bus station. I couldn’t find my entire itinerary usually showed on the main page, as the boarding time has passed. The page became showed as pic 5. The entire bus was waited for departure, and the driver was rude thinking I didn’t buy the ticket or what. I finally found the ticket at the trip history under “trips”. This time was even more complicated to get to the e-ticket out. I need to enter the upcoming trip from pic 6 to pic 7, where showed trip details which no one would care. Under that desperate situation, the only thing I need is to show the E-ticket to the driver, so I can get on board. However, the bar code was not even there without a few more clicks. Passengers need to click on the “E-TICKET” at the left-bottom corner to get to the page shown as pic 8. And then, click on “view e-ticket” to obtain the bar code shown at pic 4.


Suggestions on Design and rationales


The reason I desperately consider the e-ticket should show at the page when users click on “e-ticket” button, because, take a closer look at the detailed information shown at pic 8, the top and bottom part of information are basically the same. The departure and arrival time have been showed at the same page for twice. If removing the redundant information, there is way enough space for putting the bar code at the same page. In this way, users do not have to go to further unnecessary step to obtain it.


Information architecture plays an important role in planning and implementing the internal structure of a website. It helps define what content should be kept or cut intended to preserve a more organized overflow. “Too much content will drive visitors away, and so will not enough of it”. In this case, the Greyhound mobile app leaves a bad impression because they don’t give users the most direct information they need when they are at check-in, also the information is redundant at some pages,


For a consumer-oriented design like this, the first thing to consider is the most important thing a passenger need before they getting on the bus - the prove they have purchased the bus ticket. For the company side (the driver), they would need to scan the bar code which is the reason they create this mobile app to reduce the use of printed tickets and keep the everything with a sense of technology. U.S. Department of Health & Human Services suggested that designer needs to strategically think about how user interact with the interface and give users clues about behavior before actions are taken. When user access greyhound app interface, they were expecting see e-ticket button on home page if they need to board in a few minutes.


Citations:

https://www.northstudio.com/blog/3-reasons-why-information-architecture-matters/https://www.usability.gov/what-and-why/interaction-design.html

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