UX research case
Ferizy Usability Testing
A two-week moderated usability study of Ferizy’s ferry-ticket booking flow, structured around five participants and five core booking tasks.
2-week study · 5 participants · 5 core booking tasks
Case overview
The essentials first. The evidence, decisions, and validation follow below.
Context
Ferizy supports ferry-ticket search, booking, passenger information, payment, and ticket management. The study focused on the booking journey and asked a practical question: where does the existing flow create friction when people try to complete a trip without assistance?
Problem
The objective was to assess whether people could use the booking flow effectively and efficiently, identify barriers that interrupted task completion, and turn observed friction into actionable recommendations rather than relying on assumptions about usability.
People / users
Five participants were asked to complete the test scenarios without assistance. The study treated what participants actually did, where they hesitated, and what they said during the session as the primary evidence for the report.
Constraints
The work was completed in a two-week window with a focused scope: the core ticket-booking journey. The portfolio therefore presents research findings and recommendations from the study, not downstream launch, adoption, or revenue claims that were not part of the available evidence.
01 / Study setup
A small test with a deliberately narrow scope.
My role included conducting moderated sessions and recording observations throughout the interviews.
The report then organized those observations into results, findings, and recommendations so the research could support product decisions.
02 / Method
Test the actual journey, not isolated screens.
The five-task path
Participants moved through the flow in sequence: search for a ticket → change service and passenger details → complete reservation information → pay → return home. This exposed both local interface problems and friction created by transitions between steps.
03 / Outcome