Use Сase: The user wants to book a ride using the GG Taxi app.

Problem: GG Taxi's car selection process introduces cognitive friction, as users are unable to view essential details — such as price, driver information, or vehicle specifics — on the initial selection screen. Unusually, the booking process requires users to select a car first, then add the route, and only after these steps are car details and the price revealed.

This unconventional action order disrupts the logical task flow, leaving users without critical information at key decision-making points. If users are dissatisfied with any aspect at this stage, they are forced to restart the entire booking flow, including re-entering route details. This lack of progressive disclosure undermines task efficiency, increases interaction cost, and creates a frustrating, non-intuitive experience.

Step 1. Car choice

Step 4. Price

Step 2. Route clarification

Step 3. Car details

Best Practice:

Trip.com demonstrates a flow that works well for both taxi bookings and car rentals. The app ensures users have access to essential trip details upfront, including pricing and car specifics, enabling informed decision-making.

The flow is designed to guide users logically through the process. In the first step, users select the starting and ending points of their trip. The second step provides detailed information about available cars and pricing. Subsequent steps involve entering the driver's details and completing the payment.

An important feature is the app’s ability to let users move back one step at a time without going back to the very beginning.

Trip.com. Booking process on video

Trip.com. Booking process on video

Trip.com. Step 3. Car card

Trip.com. Step 1. User selcts the route and dates

Trip.com. Step 4. The choice of the car

Trip.com. Step 2. User sees the list of cars with price and details

Trip.com. Step 5. Adding driver’s info