In the ever-evolving world of digital entertainment, where movies, concerts, and events are just a click away, BookMyShow stands as a pioneer, revolutionizing the way people experience entertainment.

This case study delves into the journey of enhancing the user experience of the BookMyShow app, a platform that has become synonymous with seamless ticket booking and thrilling experiences.

By examining the existing user flow, analyzing user feedback, and implementing innovative UI/UX strategies, this study aims to unlock new levels of convenience, engagement, and satisfaction for millions of entertainment enthusiasts.

Why did I chose to work on the Bookmyshow app?

I chose to work on the BookMyShow app for my case study because it is a widely used platform with significant user engagement in the entertainment industry.

As a popular ticket booking platform, it presents a unique opportunity to improve the ticket booking experience for millions of users. By focusing on enhancing the user flow and retention, I believe I can make a meaningful impact on the app's overall user experience, benefiting both the users and the business.

Additionally, the challenge of simplifying the complex ticket booking process intrigued me, motivating me to take on this project.

Defining the problem statement

How users or product might behave?

I researched about BookmyShow and its current movie ticket booking category and analyzed its user flow, interface, and functionality. I also looked at the core aspects needed to streamline the booking process like how BookmyShow focuses on its current users to understand their pain points and areas of improvement.

How this feature will impact the business?

Secondly also understood every aspect how the solutions I implemented might impact the business while exploring possibilities to introduce a new feature with the existing flow of the BookmyShow App

Problem #1

The process of booking the ticket feels like really long and tiring process

How can I streamline and make the process shorter and engaging for the user.

The current user flow for booking a movie ticket consists of 8 steps or more (depending if the movie is shown on the homepage).

Problem #2

The user is not having an entire view of the booking progress.There is an uncertainty related to how many steps are there to complete the ticket booking.

Problem #3

Reducing Abandoned Bookings

Customers are unable to easily continue their booking process after their session has timed out or they have accidentally closed their browser. This results in frustration and a negative customer experience.

Building Components and Styles to Building Final UI Screens

I began by creating base components for the user interface and started playing with UI. As soon as I got the clear idea of what exactly I wanted to build, I kept on iterating and refining my final user interface until I had a functioning prototype ready.

Solutions

My solution to Problem 1 (Making the booking flow more efficient)

Redesigning Movie Details in the new booking flow

Following are the screens of the old user flow, screen 1 shows the movie details page and the second screen shows the select show time page.

I identified the movie details page (the screen one shown above) as an obstacle in user flow.

To streamline the new user flow, I brainstormed to combine the two screens in the best possible way without causing to lose any necessary information.

What I added?

• A single page that helps the decision making process easier

• The movie name and its short description will help the user in getting the general idea of the movie

• The ratings and votes will further help to make the decision better

How does it benefit the user?

When the user is deciding whether to book the movie tickets, they will be shown only the necessary and relevant information instead of the entire details(Cast and crew details, user reviews).

They can still see these details by tapping on the more button if they still wish to do so

Doing this will shorten the entire flow of the ticket booking process

How does it benefit the business?

• Faster Decision-Making: With all the relevant information available at a glance, users can make quicker decisions about their ticket selection. By reducing the number of steps and clicks required to access show timings and make a booking, users can complete their transactions more efficiently.

  
  
  

• Improved Conversion Rates: Simplifying the user flow by consolidating information on a single screen can reduce user drop-offs or abandonment during the ticket booking process

  
  
  

• Simplified Information Accessibility: By merging the ticket details and show timings, users can easily compare different show options, dates, and available seats. This simplification improves the accessibility of information and facilitates informed decision-making.

  
  
  

  
  
  

  
  
  

My solution to problem #2 (Booking Progress)

To show the progress of the booking, I designed a progress bar which visually shows the steps in booking the tickets

Progress bar in action

What I added?

• A progress bar which shows the key steps in the process

  
  
  

• Shows the 4 main steps and highlights the current step the user is on

  
  
  

• It follows the heuristic principle of visibility of system status

How does it benefit the user?

• It helps the user informed about the upcoming steps for booking the tickets

  
  
  

• Clear Visibility and Guidance: The progress bar offers users clear visibility into their current position within the ticket booking process. It acts as a visual guide, indicating the completed steps and the remaining ones.

  
  
  

• Time and Effort Savings: Users appreciate time-saving features, and the progress bar helps in this regard. By providing a clear overview of the steps involved, users can quickly assess the remaining effort required to complete the booking process.

  
  
  

• Enhanced User Engagement and Satisfaction: The progress bar enhances user engagement by creating a sense of accomplishment as users progress through the booking steps.

How does it benefit the business?

• Enhanced Trust and Transparency: Displaying the ticket booking progress through a progress bar instills a sense of transparency in the process. Users feel more informed about their current position and what to expect next.

  
  
  

• Increased Conversion Rates: A progress bar helps users understand the steps involved in the ticket booking process, reducing any perceived complexity. By providing a sense of progress and accomplishment, it can motivate users to complete the booking journey.

My solution to Problem #3

Adding a "Continue your journey" card

What I added?

• A ‘Pickup where you left off’ card which helps to resume the booking journey.

  
  
  

• The movie name and the ratings will help to recognize, so they are visually balanced.

  
  
  

• Further the previously selected theatre location and the show timings are also highlighted so that the user feels relaxed and it minimize the amount of information that needs to be re-entered by the user.

How does it benefit the user?

When user fills up all the information which he had asked to fill before booking the show and then suddenly dropping off from the app because of some reasons and when the user return to the app he has to do is just click on the back to booking card which will directly leads to the page where the user has dropped off from.

How does it benefit the business?

1. Reduced abandoned bookings: When users encounter technical issues or unexpected interruptions while booking, they may abandon their booking and look for alternatives. The “Pick Up Where You Left Off” flow can help to reduce the number of abandoned bookings by allowing users to easily resume their booking process.

   
   
   

2. Builds trust : If the user is interrupted by some issues, when the user restarts his session he gets the data or the flow from where he left off. This builds the trust that his progress will be saved and he can resume his progress from there.

   
   
   

3. Increased conversion rate: By reducing friction in the booking process and making it easier for users to complete their bookings, the “Pick Up Where You Left Off” flow has the potential to increase the conversion rate of bookmshow by continuing the flow where they left. This can lead to more bookings and revenue for the business.