PROJECT Part 2 : ESTABLISHING REQUIREMENT
1.0 USER ANALYSIS
Persona 1:
Name: Muhammad Firdaus
Year: 21
Role: Part-time UTM Driver
Demographics: 3rd year Student
Transportation: Perodua Axia, 4 Seaters
Location: On-Campus hostel
Experience as an E-hailing driver: 2 - 4 months( 2-3 hours a day)
Complete trips during peak Hour: less than 4
Personal Goals:
To get fair fares for each trip depending on the distance dan time.
A policy on last-minute cancellation for passengers
Frustrations:
Last-minute cancellations by passengers often lead to driver frustration, wasted time, and unnecessary fuel consumption
Inconsistent fares and fees create uncertainty for drivers and undermine their confidence in the system.
Drivers are required to scroll through messages in the Telegram group to find available orders, which is time-consuming, inefficient, and prone to missed opportunities.
Sentiment:
- He strongly believes a dedicated app would solve these issues compared to the current interface (Telegram group). Relying on a new app could increase the number of daily orders, reduce competition among drivers, and streamline the entire booking process. The driver can focus on completing trips efficiently rather than spending time searching for requests or negotiating prices manually.
Persona 2:
Name: Irina
Role: User/ Passenger
Demographics: 2nd year Student at UTM
Location: On-campus hostel
Usage Frequency: 2-4 times per week
Personal Goals:
To obtain a ride promptly on the few occasions when he requires transportation
To avoid the inconvenience and unpredictability of the current manual booking approach (the Telegram group)
Frustrations:
Prolonged Waiting: He often discouraged by the long waiting period before receiving a response or confirmation.
Privacy Concerns: He feels uneasy sharing his ride requests publicly, as the group setting compromises his personal privacy.
Sentiment:
He firmly believes that a dedicated app would significantly reduce the long waiting period and address his privacy concerns far better than the current group-based system.
Persona 3:
Name: Faiz Farhan bin Badrun (21 yrs old)
Role: User/ Passenger
Demographics: 3rd year Student at UTM
Location: On-campus hostel
Usage Frequency: Less than 2 times a week
Personal Goals:
- To secure a ride quickly on rare occasions when he needs one
- To avoid the uncertainty of the current manual booking system (Telegram group)
- Invisibility: His main issue is that his “driver requests get overlooked” in the group chat.
- Wasted Time: He struggles with the “long waiting period” required to actually get a driver to respond.
Sentiment:
- He strongly believes a dedicated app would solve his visibility issues compared to the current interface (Telegram group).
Scenario 1:
Muhammad Firdaus, a 21-year-old third-year student and part-time UTM driver. He drives a four-seater Perodua Axia for 2–3 hours a day and completes fewer than four trips during peak hours. Currently, he relies on a Telegram group to find ride requests, which is time-consuming, inefficient, and often causes missed opportunities. He is frustrated by last-minute cancellations, inconsistent fares, and wasted fuel, and wants fair pricing and a clear cancellation policy. Muhammad Firdaus believes that a dedicated ride-sharing app for UTM could solve these issues, allowing him to complete trips efficiently, reduce competition, and have a more organized and predictable driving experience.
Scenario 2:Stranded in the Chat: Irina’s Struggle for a Reliable Ride
It’s a chilly Wednesday evening, and Irina needs a ride back from her evening class to her on-campus hostel. She only uses the current ride system a few times per week, so she isn’t constantly active in the Telegram group. Opening the group, she types her request, but the chat is flooded with other students posting at the same time. Because there is no structured queue, her message quickly disappears under newer posts. She waits anxiously, feeling uneasy about sharing her location publicly, and watches the minutes tick by with no response ("prolonged waiting"). After several attempts and repeated reposting, she finally manages to get a driver’s attention, feeling frustrated by how unpredictable and stressful the process is. She wishes there were a dedicated app that could protect her privacy, ensure her request is seen, and provide a more reliable way to secure a ride without relying on timing or luck.
Scenario 3: A Buried Request
It’s a rainy Monday, and Faiz needs to for his weekly lectures. He does not use U-Drive services often, so he is not constantly active in the chat group. Faiz opens the U-Drive Telegram group because walking is not an option, and neither is waiting for a shuttle bus that does not come on time. Since the chat is raining, the chat is flooded with requests. Because there is no queue system, his single message is instantly pushed up the screen by five new messages from other students. His "request gets overlooked" by the available drivers who are scanning the most recent messages. Faiz sits at his hostel foyer for 15 minutes ("long waiting period"), wondering if anyone even saw his text. He eventually has to repost multiple times to get attention, feeling annoyed that the system relies on luck and timing rather than a fair queue. He wishes for an app that would guarantee his request is seen and assigned to the next available driver.
2.0 TASK ANALYSIS
Link Video 1: https://youtube.com/shorts/DTWCEbBIJqU?si=l3OMA6eG0VarLifD\
Hierarchical Task Analysis Diagram(HTA): UTM Drive Booking System
Discussion:
UTM Drive is a campus ride-sharing application designed to provide a safe, efficient, and organized platform for UTM students to book and offer rides within the university. Unlike the previous Telegram-based system, this app protects user privacy, automates booking and confirmation, and synchronizes schedules between passengers and drivers. Key features include real-time booking updates, interactive confirmation buttons, visual ride status indicators, and role-based access control, ensuring a smooth and secure campus transportation experience for students and administrative oversight for university authorities.
Purpose New System & Function:
Facilitate Convenient Campus Transportation
Enable students to request rides between residential colleges, faculties, and nearby areas.
Provide a reliable alternative to limited public transportation options on campus.
Enhance Privacy and Data Security
Protect sensitive personal information such as names, contact details, and locations.
Use data anonymization and role-based access control (RBAC) to limit access according to user roles.
Improve Operational Efficiency
Reduce missed ride requests by centralizing and automating the booking process.
Enable real-time updates and notifications to ensure prompt communication between passengers and drivers.
Minimize redundant actions like repeatedly sending messages or manually coordinating schedules.
Synchronize Driver-Passenger Schedules
Allow interactive in-app confirmations and cancellations to prevent miscommunication.
Visualize ride availability and status in real-time to optimize time and resources.
Support Administrative Oversight
Provide university administrators the ability to monitor activities, manage user roles, and ensure safe operation of the platform.
- Maintain an organized and accountable system for campus transportation management.
Three Tasks from the Existing System for Observation
Submitting a Ride Request
How a student posts their ride request in the Telegram group, including the pickup and drop-off locations.
Observing how users deal with visibility issues and repeated posting.
Driver Accepting and Responding to Requests
How drivers scan through multiple messages, choose which requests to respond to, and initiate private communication.
Observing delays, missed requests, and confusion caused by overlapping messages.
Confirming or Coordinating the Ride
How passengers and drivers manually confirm the booking through private chat.
Observing miscommunications, last-minute cancellations, or delays in response affecting schedule synchronization.
Refinement of HTA diagram.(New version of HTA diagram):
Link Video 2: https://youtu.be/NfBed-TKlog
Hierarchical Task Analysis Diagram(HTA):
Discussion:
UTM Drive is a dedicated campus ride-sharing application developed to significantly improve the safety, convenience, and efficiency of transportation within Universiti Teknologi Malaysia. Unlike the previous Telegram-based system—which depended heavily on manual coordination, exposed personal details and real-time locations, and often created confusion during peak hours—UTM Drive offers a fully automated, organized, and privacy-protected platform. The app enables UTM students to easily book or offer rides through a structured system that ensures drivers arrive on time, maintains consistent and fair fare rates, and reduces the risk of miscommunication. By centralizing transportation needs into a single, secure application, UTM Drive aims to enhance the user experience, improve campus mobility, and promote safer, more reliable ride-sharing among students.
Purpose New System & Function
1. Privacy-Protected User Profiles (Safety & Trust)
A major improvement from the Telegram method is the introduction of protected digital profiles, where only essential information, such as first name, faculty, and rating is shown. Detailed personal data and precise live location are hidden from strangers until a match is confirmed. This follows HCI concepts of user safety, ensuring students feel secure when using the platform. The system encourages responsible interaction by allowing users to control what information is shared and when it is shared.
2. Real-Time Driver Tracking & Smart Arrival Alerts (Feedback & Visibility)
UTM Drive integrates real-time driver tracking to enhance visibility. Students can monitor the driver’s movement on a map and receive smart alerts such as “Driver arriving in 2 minutes.” This function supports HCI principles of visibility of system status, helping users plan their movement safely, especially at night. Meanwhile, drivers also receive passenger location confirmation to avoid miscommunication and waiting time.
3. Standardized Fare prices (Consistency & Fairness)
To eliminate price manipulation and confusion, the system includes standardized fare prices based on distance, time, and campus location. This follows HCI concepts of consistency, transparency, and error prevention, ensuring all users understand the pricing clearly before confirming a ride. In simple words, the system reduces potential conflict and builds fairness between drivers and passengers.
Refinement of the HTA diagram.(New version of HTA diagram):
Link Video 3: https://youtu.be/kqISI4_WWf4
Hierarchical Task Analysis Diagram(HTA):
Discussion:
UTM Drive is a dedicated campus ride-sharing application designed to support drivers by offering a safer, more organized, and fully automated transportation system at Universiti Teknologi Malaysia. Unlike the previous Telegram-based method, which required manual coordination, exposed personal information, and was often confusing during peak hours. With this app, UTM drivers can conveniently offer rides, receive clear and timely bookings, and rely on a consistent pricing structure, ensuring smoother operations and punctual trips for both drivers and passengers.
Purpose New System & Function:
1. Smart Ride Request Notification (Driver receives an order)
When a booking arrives, the system provides a clear, high-visibility notification with essential information such as passenger location, destination, estimated fare, and number of passengers. The design follows the HCI principle of minimal cognitive load, enabling the driver to understand the request quickly. Immediate system feedback (sound/vibration) makes sure the driver doesn’t miss the alert.
2. Standardized Fare prices (Consistency & Fairness)
To eliminate price manipulation and confusion, the system includes standardized fare prices based on distance, time, and campus location. This follows HCI concepts of consistency, transparency, and error prevention, ensuring all users understand the pricing clearly before confirming a ride. In simple words, the system reduces potential conflict and builds fairness between drivers and passengers.
3. Automated Pickup Point Optimization (Finding the passenger)
After accepting a ride, the system automatically suggests the most efficient pickup point based on student clusters and traffic conditions. This avoids confusion and reduces decision-making effort. Familiar campus icons and visible visual cues support easier navigation. Real-time feedback is provided once the passenger confirms the pickup spot.
4 . Drop Off Function
Refinement of HTA diagram.(New version of HTA diagram) :
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