Redesigning a Confusing Booking App Into an Interface Users Actually Enjoy
About the Client
A Colombo based ride hailing startup connecting passengers with three wheeler and car drivers across the Western Province. After 18 months in market, the company had built a functional app but was struggling with high drop off rates during the booking flow and a flood of customer support tickets related to confusion within the app.
The Key Challenge
The existing app had been built quickly by an early development team with no dedicated UX process, resulting in a confusing booking flow that was actively losing the company customers and revenue.
- 41% of users abandoned the app during the booking flow before confirming a ride
- High volume of customer support tickets related to confusion about pricing and ride status
- Inconsistent UI patterns across different screens, making the app feel unpredictable
- No clear visual hierarchy, leaving first-time users unsure what to do next
Our Solution
Pixel Quest conducted a full UX audit and redesign, rebuilding the core booking flow around clarity, predictability, and the specific behaviours of Sri Lankan ride-hailing users.
UX Audit & User Flow Redesign
A full audit identifying every point of friction in the existing booking flow, followed by a simplified 3 step journey from destination entry to ride confirmation.
Consistent Design System
A complete component library and design system ensuring every button, card, and interaction pattern behaved consistently across all screens of the app.
Real Time Status Clarity
A redesigned ride tracking and pricing interface that displayed fare estimates and driver status with significantly greater visual clarity, directly addressing the leading cause of support tickets.
Result
Following the redesign rollout, the company saw immediate and measurable improvements across both user behaviour and operational support load.
Testimonial
