Explore KRL Access 2021 - UX Case Study

Disclaimer: The purpose of this case study is a improvement of the my UX Skill and some my problem when I used KRL Access application. I did this project individually around 10 days covering the end-to-end process from conducting initial research until prototyping.

Problem Brief

Almost everyone in Jakarta knows, Commuter Line is one of the most widely used public transportation because of the route coverage for the Jabodetabek area. Data from the Media Indonesia said that until March 2021, the number of passengers each day reached more than 300 thousand. Under company PT. Kereta Commuter Indonesia, KRL Access is an application made to guide passengers when traveling with Commuter Line. With train scheduling as the main features in this application which is very helpful for passenger.

In 2021, KRL Access has just released the latest version with total changes and the addition of several features such as checking balances via nfc. But from this new application, many users complained about KRL Access in the Google play store review.

This was the main notion of the challenge, so how can we minimize those gaps?

Design Process

In making this case study, we need an outline of the design process to solve the problem. First, I conducted self exploration and user review to dig and get deeper information about the existing problem. Then, I started to define the problem and synthesizeit into some key insights to be focused on. Finally, the prototype is based on the results of the research that has been done.

Design Process Overview

Stage 1 - Emphatize

First, I tried to define the problem by trying to self explore the application. To validate this problem, I ended up looking for user reviews of this application on Google Play Store because they are potential users who can provide information about problems in the application. For Information, KRL Access is a #7 Top Free in Maps & Navigation Apps in Google Play Store. Update in 27 April 2021, and now it has a rating 3.5 of 5.0. Here are some review from the KRL Access user’s answer that I got from Google Playstore:

User review in Google Playstore

Then I also wanted to dig deeper information about their motivations & pain points that users experience from using a mobile app to guide their way when using the Commuter Line. Therefore, I conducted user interview (online) with 5 participans. The criteria for participants are:

  • 🧑‍🤝‍🧑Who: Users who use KRL Access or similar direction guidance applications
  • ⌚When: Within the last 3 months
  • 📍Where: Live in Jabodetabek area

Research Questions:

  • What are the user’s biggest problem when traveling with Commuter Line using a mobile app?
  • What are the user’s motivations when traveling with Commuter Line using a mobile app?

Based on the interview that I got, I found that 3 most dominant problems. Here are some quotes from the participant’s answer:

From the all of research and interview result, I feel that I know more about the scope and core of the problems that exist in this application.

Stage 2 - Define

Based on the empathize stage, I classify and also group the problems using an affinity diagram. The problems are classified according to their similarity. Problems are classified based on similarity in context.

Pain Points

I conclude some pain points related to the pattern of problems that have been grouped in the affinity diagram.

  1. Worried of getting wrong information when using a train
  2. Innacurate information and schedulling of train
  3. Need to top-up and checking balance multitrip card on app


Based on the research and the pain points, I try to make persona can be concluded to present passenger who feel confused when using KRL Access. I made 2 user personas, Regular and occasional user.

Persona 1 - Regular Us
Persona 2 - Occasional User

Stage 3 - Ideate

How Might We

Based on the define stage, I used How Might We to defining insights then capture an idea the solution possible based on the pain points.

How Might We

Information Architecture

Information architecture is created as a visual representation of the infrastructure, features, and hierarchies that outline the product so that users can understand it easily.

Information Architecture

Mood Board

Explore the design inspirations in the context of user interfaces, typography, layout, color, etc with Mood boards. It helps to visualize the concept and trigger creativity before the prototype stage.

Keyword: Minimalist, Clean, and Red.

Mood Board from Dribbble✨

Stage 4 - Prototype


Before continue to develop through the redesign of KRL Access, I try to make wireframe based on the ideate stage to see the overall flows in app.


Design System

I tried to make a design system for making high-fidelity to redesign KRL Access. For the color palette, the color is similar to the original KRL Access version, but the dominant color has been changed to white to make it cleaner than the current version.

Design System

High - Fidelity Design

Based on the proposed solutions, I tried to crafting all component into high-fidelity design, then create interaction and interactive prototyping using Figma.

High - Fidelity Design (Comparison with Existing Design)
High - Fidelity Design (New Features)

Final Prototype

You can check the prototype here.


Here are a few keypoint that I learn about sprint design and doing research and process it in less than 5 days based on my experience doing in KRL access:

  • Enable additional devices on the smartphone properly, such as NFC and GPS that are already embedded in the application. should be used by making application features that are more helpful to users.
  • Do some research and interviews with users to make sure that you distinguish between features that are really needed, then supporting features and features that are not needed. Then create the most accessible flow for the main features that users will frequently use.

Thank you for reading my UX Case Study. Feel free to give your claps 👏🏻 or leave your comment 💬 if you enjoyed read this. I’m also open for further discussion😉

Linkedin | Dribbble
📧Email: dheavirahadinaputri@gmail.com



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