SOLUSI DESAIN PENAMBAHAN OPSI PEMBAYARAN DAN PETA RUTE INTERAKTIF PADA KAI ACCESS MENGGUNAKAN UX JOURNEY

Problem: App-based train ticket reservation systems, such as KAI Access, have experienced rapid growth as an efficient and popular method for obtaining travel tickets online. While KAI Access, as the official application of PT Kereta Api Indonesia (Persero), provides convenience in ticket booking, its popularity has also revealed several challenges. Limited payment options, lack of information regarding train routes, delay information, and the absence of booking navigation pose challenges that need to be addressed. Therefore, further research is needed to enhance the user experience by addressing these challenges. Method: This study aims to conduct a needs analysis using the UX Journey method to identify user requirements, with a focus on developing design solutions that align with user needs. Results: The research results indicate a significant improvement in behavior variables before and after the development of design solutions. In the first variable, the ease of making payments increased from 20% to 100%. The second variable, ease of accessing information related to train arrival delays and details of the train route to be taken, increased from 52% to 92%. Furthermore, the third variable, ease of navigating the booking process, increased from 32% to 92%. Conclusion and Development: It is expected that through the development of design solutions by adding diverse payment options, interactive route map features, and navigation features, a positive contribution can be made to improving the user experience on the KAI Access application