Who is Expreso Bolivariano?

Expreso Bolivariano is a Colombian inter-municipal land transport company for passengers, shipments and remittances, integrated by its high quality bus services. Expreso Bolivariano has been providing its services for 67 years and today covers 75 percent of the national territory.

The customer’s need

The customer seeks help because the ticket purchase experience on its website and mobile application is unsatisfactory. Users are unable to complete the purchase process and complaints and grievances have been received. To address this issue, ticket sales and purchases have been divided into three main functionalities, which will be evaluated in terms of graphics and usability. The results of these evaluations will help determine whether product modifications are needed to improve the customer experience.

How we solved it

The team conducted a heuristic and graphical evaluation of the website and mobile app, focusing on the three key functionalities related to the sale and purchase of bus tickets. Based on the findings of these evaluations, a detailed report with recommendations for improvement was generated. In addition, a technical diagnosis of the process was conducted to identify possible areas for improvement from a technical point of view.