Sapawarga: Ticketing Management System

COMPANY

Jabar Digital Service

SCOPE

UI Design, Prototyping, Testing
Overview

Sapawarga is a super app developed by Jabar Digital Service, designed to offer essential services, information, and a platform for citizens of West Java to voice their aspirations. Recently, Sapawarga introduced a new feature aimed at improving tourism: an Integrated Ticketing Management System.

The feature was first implemented at Galleri Rasulullah, located at Masjid Raya Al-Jabbar, to control large visitor volumes. Following its success, other tourist destinations under the West Java Provincial Government expressed interest in adopting the system, prompting the team to further investigate and address broader challenges in the province’s tourism sector.


Problem

Inefficiencies and Risks in the Existing Ticketing System for West Java Tourism!

Based on research, tourist attraction managers under the West Java Provincial Government commonly face the following issues:

  • Counterfeit or illegal ticket sales, causing financial loss for both managers and visitors.

  • A complicated ticket purchasing process that frustrates visitors, leads to long wait times in queues, and discourages purchases.

  • Significant price discrepancies between online platforms, direct offline purchases, and travel agents.

  • Limited flexibility in the reservation system, making it difficult to accommodate changes in visitor plans, especially for group bookings.

  • Poorly recorded or lost sales and visitor data, which can result in financial losses for managers.

  • Revenue loss risks due to challenges in reconciling and matching ticket sales data with income records.

Why choose the Sapawarga app over other online ticketing platforms? The answer lies in how existing platforms often don’t align with the unique business processes of these sites. Additionally, there are regulations regarding retribution fees, which prevent tourist destinations under the West Java provincial government from adding extra charges to ticket prices already set by these rules.


Project Goal

Improving Operational Efficiency in West Java’s Tourism Through an Integrated Ticketing Platform

How might we help tourist site managers efficiently manage their operations — from sharing information to ticketing and analytics — through a more integrated and effective solution?


Design Process

Since this is a new tool for tourism site managers, we will go through several iterations to ensure the design truly meets user needs.

Design Principles:

  1. Clear CTA and Instructions
    All buttons and instructions must be visually clear, so users can immediately understand what action to take.

  2. Short and Clear Flows
    User flows should be concise and straightforward. Avoid distractions that could interrupt the configuration or data entry process midway.

  3. Action-Oriented Interfaces
    Ensure users can easily understand what task they’re performing. Since configuring tickets or filling in destination information often involves multiple forms, the focus should remain on actionable items.

  4. Clean Interface
    The management dashboard should not only be functional but also visually pleasant to enhance the overall user experience.

First Iteration

*Due to confidentiality, I am unable to provide overall hi-fi.

From the first iteration of usability testing, we observed a moderate level of task success. This was largely due to ambiguous wording in instructions, information, and flows, which caused users to pause and spend extra time trying to understand or proceed.

As a result, we decided to simplify the design and remove certain unnecessary steps in the flow.

Final Iteration

From the final iteration, we achieved a higher success rate and lower average time on screen, indicating reduced ambiguity in the design and less confusion for the users.


Result

Real-World Usage and Benefits of TMS in Early Stages

The Ticketing Management System (TMS) is currently being piloted in several tourist attractions managed by the West Java Provincial Government, in the form of a Minimum Viable Product (MVP).

Our team believes that the Sapawarga ticketing ecosystem will be invaluable for tourism site managers, allowing them to operate more efficiently and expand by:

  1. Boost Visibility & Sales
    Reach more visitors with marketing and exposure through the Sapawarga user ecosystem.

  2. Dashboard & Reports
    Monitoring dashboard with data visualization for sales, customer bookings, and revenue reports.

  3. Data Analytics for Smarter Decisions
    Access real-time sales and visitor analytics to plan more effective business strategies.

  4. Customer Support
    Assist visitors with everything from travel information to technical issues during ticket booking.