Cognitive Ergonomics in Design
BookMyShow | Website Analysis
In this project, we have documented our process of understanding what influences a user’s decision-making process while using the BookMyShow website, based on user-interviews to test the existing website; by identifying and evaluating their decision-making strategies and using principles of cognitive ergonomics to recommend design changes in order to make their interaction experience seamless.
We started by mapping out possible task-flows for two key tasks on the website and marked the decision points that a user would likely have to make in their journey. Here, we've comprehended the role of interplay between the gut and head in the decision-making process at each user-decision point. By Identifying the decision-making strategies at at these touchpoints that influence the users to take that decision, we tried understanding their motivation behind them and have documented it in the journey map below.
As you scroll through the mapped out journey below, you'll find included a mood-map flowing alongside it that expresses the emotional intensity associated with the said touchpoints.
Feel free to adjust the viewing options on the top right corner of the document below, as you find comfortable and scroll through it :)
Mapping and detailing out the user journey above helped us understand the user’s perception while evaluating the decision touchpoints. Next, by critically evaluating the decision points in terms of decision-making strategies that can ease out the decision-making process, we identified applications of Hick's Law and Fitts' Law on the website-
Based on the abovementioned observations and analyses we concluded with the following redesign recommendations that could be used to improve/ease-out a user's decision making process on the website-
