T12 Group1 DGTIN

GROUP ASSIGNMENT
TECHNOLOGY PARK MALAYSIA

CT109-3-1-DGTIN
DIGITAL THINKING AND INNOVATION
INTAKE CODE: APU1F2203CS(CYB)
STUDENT DETAILS:
NAME TP NUMBER
ASADUL ISLAM TP067815
CHAN XIN JIE TP068251
CHEW ZI QING TP068066
HO JOO CHENG TP067708
KANTA INOUE TP062543
VIKNESH A/L VIJAINDIRAN TP068412
WONG JIAN WEI TP068349
ASSIGNMENT HAND OUT DATE: Tue 29th March 2022

ASSIGNMENT HAND IN DATE: Fri 17th June 2022
CT109-3-1-DGTIN Group Assignment T12-Group 1
Table of Contents
Table of Contents ii
List of Figures iv
1.0 Introduction 1
1.1 Malindo Air 1
1.2 System Issues 1
2.0 Proposed Solution 2
2.1 Proposed Solution 1: Pay Later option does not work (Asadul Islam) 2
2.1.1 System Issue 1: Pay Later option does not work 2
2.1.2 Proposed System: Pay Later option does not work 3
2.1.3 Objectives 3
2.1.4 Deliverables 3
2.2 Proposed Solution 2: No Other Language Selection (Chan Xin Jie) 4
2.2.1 System Issue 2: No Other Language Selection 4
2.2.2 Proposed System: No Other Language Selection 4
2.2.3 Objectives 5
2.3 Proposed Solution 3: No “choice of currency” option (Chew Zi Qing) 6
2.3.1 System Issue 3: No “choice of currency” option 6
2.3.2 Proposed System: No “choice of currency” option 7
2.3.3 Objectives 8
2.4 Proposed Solution 4: Website layout is not well categorised (Ho Joo Cheng)9
2.4.1 System Issue 4: Website layout is not well categorised 9
2.4.2 Proposed System: Website layout is not well categorised 11
2.4.3 Objectives 13
2.5 Proposed Solution 5: Latest news not updated frequently (Kanta Inoue) 14
2.5.1 System Issue 5: Latest news not updated frequently 14
2.5.2 Proposed System: Latest news not updated frequently 14
2.5.3 Objectives 15
2.6 Proposed Solution 6: Chatbot Unavailable (Wong Jian Wei) 16
2.6.1 System Issue 6: Chatbot Unavailable 16
2.6.2 Proposed System: Chatbot Unavailable 16
2.6.3 Objectives 17
3.0 Flowchart 19
4.0 Existing Systems Review 20
4.1 Existing Systems Review 1: Pay Later option does not work (Asadul Islam) 20
4.2 Existing Systems Review 2: No Other Language Selection (Chan Xin Jie) 21
4.3 Existing Systems Review 3: No “choice of currency” option (Chew Zi Qing) 22
4.4 Existing Systems Review 4: Website layout is not well categorised (Ho Joo Cheng) 24
4.5 Existing Systems Review 5: Latest news not updated frequently (Kanta Inoue) 27
4.6 Existing Systems Review 6: Chatbot Unavailable (Wong Jian Wei) 28
5.0 Conclusion 30
Appendices 31
Appendix A: System Manual 31
Appendix B: Work Breakdown Structure 33
References 35
List of Figures
Figure 1: Pay Later option does not work. No field to enter card details. (Malindo Air, 2022) 2
Figure 2: Pay Later page with card details entering fields 3
Figure 3: Homepage of Malindo Air (Malindo Air, 2022) 4
Figure 4: New homepage with language options 5
Figure 5: Homepage (Malindo Air, 2022) 6
Figure 6: New “choice of currency” has been added at the top right of task bar 7
Figure 7: After choosing “choice of currency” 8
Figure 8: Website layout & navigation bar (Malindo Air, 2022) 9
Figure 9: Page not found (Malindo Air, 2022) 10
Figure 10: Example (Malindo Air, 2022) 10
Figure 11: Example (Malindo Air, 2022) 11
Figure 12: New Malindo Air webpage with navigation bar 11
Figure 13: contents inside the navigation bar 12
Figure 16: Latest News (Malindo Air, 2022) 14
Figure 17: New Malindo Air webpage with latest updates 15
Figure 18: Customer Care Centre (Malindo Air, 2022) 16
Figure 19: New Malindo Air webpage with chatbot icon 17
Figure 20: New Malindo Air webpage with chatbot interface 17
Figure 21: Flowchart of new system 19
Figure 22: Pay Later feature of Qantas Airways. (Qantas Airways, 2022) 20
Figure 23: Booking webpage of Emirates Airline. (Emirates Airline, 2022)21
Figure 24: Homepage (AirAsia, 2022) 22
Figure 25: Main page (AirAsia, 2022) 23
Figure 26: Navigation bar (Singapore Airlines, 2022) 24
Figure 31: All Nippon Airways website with latest news (All Nippon Airways, 2022) 27
Figure 32: AirAsia webpage with chatbot icon (AirAsia, 2022) 28
Figure 33: AirAsia webpage with chatbot interface and suggestive phrase (AirAsia, 2022)29
1.0 Introduction
1.1 Malindo Air
Malindo Air is a Malaysian airline that has stationed its headquarters in Petaling Jaya,
Selangor, Malaysia. The name is a combination of “Malaysia” and “Indonesia”, signifies a
collaborative pact between these two countries. The airline begins operations on 22 March
2013, running Boeing aircrafts for domestic and international flights. Currently, the airline
provides regular flights within Malaysia, also covering approximately forty routes in Asia and
Oceania region. Malindo Air is operating steadily at eight hundred weekly flights at over forty
destinations (Malindo Air, 2022).
1.2 System Issues
Following is a current list of system issues present on the website of Malindo Air:
1. Pay Later option does not work (Asadul Islam)
2. No Other Language Selection (Chan Xin Jie)
3. No “choice of currency” option (Chew Zi Qing)
4. Website layout is not well categorised (Ho Joo Cheng)
5. Latest news not updated frequently (Kanta Inoue)
6. Chatbot Unavailable (Wong Jian Wei)
1
2.0 Proposed Solution
2.1 Proposed Solution 1: Pay Later option does not work (Asadul Islam)
2.1.1 System Issue 1: Pay Later option does not work
Ticket prices drops and rises regularly. Pay later option let a customer book a flight with a
little portion of the booking money and the rest can be paid before the flight in person or with card.
This is a crucial feature. In this way, if a customer cannot fly because of personal issues or any kind
of issues, he/she will not have to request for refund. Refund is a lengthy process and takes time. Pay
later offers benefits for consumers, including increased affordability and more flexibility in
payments. This payment method has become increasingly popular. Even though Malindo Air offers
pay later option, but it is not working properly since there is no field where customer can enter their
card details to book the flight.
Figure 1: Pay Later option does not work. No field to enter card details. (Malindo Air, 2022)
2
2.1.2 Proposed System: Pay Later option does not work
Add Credit/Debit card information field in Pay Later functionality where customer can enter
their card details and book the flight.
Figure 2: Pay Later page with card details entering fields.
2.1.3 Objectives
1.Giving the customer the ability to enter their card details.
2. Make Pay Later functionality operational.
2.1.4 Deliverables
1. Implement card details entering option.
2. Implement payment gateway.
3
2.2 Proposed Solution 2: No Other Language Selection (Chan Xin Jie)
2.2.1 System Issue 2: No Other Language Selection
Malindo Air is and airline which provide flights to 30 different international and domestic
destinations. There are customers all over the world which use different languages, without other
languages options included on the website, it might cause inconvenience to their customers.
As the Figure 3 shown, the default language for the website is English. There is no change
language option on the homepage interface.
Figure 3: Homepage of Malindo Air (Malindo Air, 2022)
2.2.2 Proposed System: No Other Language Selection
Customer base of Malindo Air are all over the world, providing an “Other Language
Options” will allow users to have a better understanding to the web.
4
Figure 4: New homepage with language options
2.2.3 Objectives
1. To allow users to be browse the website in the language they more familiar with.
2. To increase efficiency while booking ticket.
2.2.4 Deliverables
1. A translation team can do the translation of languages.

2. Add in list of languages to allow users to select the language they wanted.
5
2.3 Proposed Solution 3: No “choice of currency” option (Chew Zi Qing)
2. 3.1 System Issue 3: No “choice of currency” option
Malindo Air now operates approximately 800 flights per week to over 40 destinations in
Asia, which include Malaysia Indonesia, Thailand, Bangladesh, Pakistan, India, Singapore, Nepal,
Sri Lanka, Vietnam, and Australia. The lack of choice of currency in its official website might
seems to be a small issue, but it could lead to a huge problem, for example people may not be
willing to buy from Malindo Air and change to other airline due to the inconvenient that the
websites brought to them. Malindo Air has no “choice of currency” option in the official website as
shown in Figure 5 (Malindo Air, 2022).
Figure 5: Homepage (Malindo Air, 2022)
6
2.3.2 Proposed System: No “choice of currency” option
As currency is the medium of exchange for goods and services, Malindo Air, as a premium
airline, should concern of that issue to provide a better experience and more convenient feature.
Malindo Air should have an option for “choice of currency”.
Figure 6: New “choice of currency” has been added at the top right of task bar
7
Figure 7: After choosing “choice of currency”
2.3.3 Objectives
1. To allow user compare price of each travel package with the currency with which
they are familiar.
2. To avoid unstable exchange rate between two currencies.
3. To improve efficiency of buying tickets from Malindo Air.
2.3.4 Deliverables
1. Follow the market exchange rate of price for travel package but at a more stable
exchange rate.
2. Add “choice of currency of their own” in the last row of currency option for user
to fill in their desire currency.
8
2.4 Proposed Solution 4: Website layout is not well categorised (Ho Joo Cheng)
2.4.1 System Issue 4: Website layout is not well categorised
From a user’s point of view, the website should be user-friendly and easy to understand
immediately, with a clearly divided navigation bar and complete content in the navigation bar.
However, Malindo Air’s website layout is not user-friendly, the categories are not stated
completely, and it separated to two parts (top & bottom) as well as there is also a lot of content that
is not shown in the navigation bar. Users will be unable to find relevant information quickly if they
must discover it for themselves. Moreover, there are pages that shows the result “have not been
found”.
For an example, when a user wants to find about insurance, they cannot find the keywords
about insurance in the navigation bar, they must click on the other keywords to enter another page
then they will find the information.
Figure 8: Website layout & navigation bar (Malindo Air, 2022))
9
Figure 9: Page not found (Malindo Air, 2022)
Figure 10: Example (Malindo Air, 2022)
10
Figure 11: Example (Malindo Air, 2022)
2.4.2 Proposed System: Website layout is not well categorised
New navigation bar added, and all information has been reorganized and grouped into key
topics.
Figure 12: New Malindo Air webpage with navigation bar
11
Figure 13: contents inside the navigation bar
12
2.4.3 Objectives
1. To make the entire website clean and simple so that the user can see everything
immediately.
2. To allow users find the content as well as information easily and quickly.
2.4.4 Deliverables
1. To make it short and clear.

2. A clearly navigable web page will increase the time of user remain in the page and
decrease the bounce rate.
13
2.5 Proposed Solution 5: Latest news not updated frequently (Kanta Inoue)
2.5.1 System Issue 5: Latest news not updated frequently (Kanta Inoue)
Malindo Air is growing their business rapidly that now people choose to fly with them.
Though their business seems perfect and successful, there is a major problem on the website which
may cause them to lose their potential customers. The problem found on the website is that their
latest news is not updated frequently shown in the Figure 16 (Malindo Air, 2022). This may make
passengers feeling worried and uncomfortable, which might cause inconvenience for them.
Figure 16: Latest News (Malindo Air, 2022)
2.5.2 Proposed System: Latest news not updated frequently
In their website, they should be providing more updates and news from the airline so that
passengers may get to know what this airline is like. Latest news should provide passengers with
any news which the company wants them to read but they all need to be accurate and precise.
14
Figure 17: New Malindo Air webpage with latest updates
2.5.3 Objective
1. To inform and notify passengers with fresh news

2. To show how punctual the company is
3. To attract potential customers
2.5.4 Deliverable
1. Provide more information to passengers

2. Provide details of Malindo Airline
15
2.6 Proposed Solution 6: Chatbot Unavailable (Wong Jian Wei)
2.6.1 System Issue 6: Chatbot Unavailable (Wong Jian Wei)
Malindo Air is one of the airlines with huge influx of passengers daily, taking flights to their
desired destinations. Therefore, an airline website such as malindoair.com proved to be highly
beneficial for the users. Users will be able to find information on cheap fare tickets, make booking
and make cancellations on the website. However, Malindo Air failed to include a method for the
users to make simple enquiries on their website. Malindo Air did not provide users with a chatbot or
a live chat function. Instead, Malindo Air only provided customer care centre service lines in their
website as shown in Figure 9 (Malindo Air, 2022).
Figure 18: Customer Care Centre (Malindo Air, 2022)
2.6.2 Proposed System: Chatbot Unavailable
An airline website portal should provide its users easy access to chatbot function to aid users
for their enquiries and airline-related issues. The chatbot function should also include predictive
analytics to provide initiative-taking assistance towards users during the conversation.
16
Figure 19: New Malindo Air webpage with chatbot icon
Figure 20: New Malindo Air webpage with chatbot interface
2.6.3 Objectives
1. To reduce overhead costs
2. To provide customer support 24/7
3. To allow users to have their enquiries answered in a short amount of time.
17
2.6.4 Deliverables
1. Use keyword recognition-based chatbots
2. Use hierarchical decision tree questioning method during the start of enquiries
3. Prepare live agents to further assist users in the later stages of their enquiries
18
3.0 Flowchart
Start
Homepage
Chatbot
Make enquiries
Receive response
Figure 21: Flowchart of new system
19
4.0 Existing Systems Review
4.1 Existing Systems Review 1: Pay Later option does not work (Asadul Islam)
Qantas Airways is the largest domestic and international airline of Australia. It offers the
same functionality where a customer can pay a little amount of money to book a flight and the rest
can be paid later.
Figure.22: Pay Later feature of Qantas Airways. (Qantas Airways, 2022)
20
4.2 Existing Systems Review 2: No Other Language Selection (Chan Xin Jie)
The homepage of Emirates Airline provides language options on the top right of the page.
The language shown on the website can be easily translated by simply click on the drop-down list
and select the language needed. All of the word will be changed into the selected language in a few
seconds.
Figure 23: Booking webpage of Emirates Airline. (Emirates Airline, 2022)
21
4.3 Existing Systems Review 3: No “choice of currency” option (Chew Zi Qing)
AirAsia provides quick “change of currency” option for the users to allow users change
currency based on the choice of currency that they desired. The “change of currency” allows users
to compare price and buy ticket more efficiently. User can easily change the choice of currency at
the main page. The “choice of currency” is put under the same category as the “choice of language”
(AirAsia, 2022).
Figure 24: Homepage (AirAsia, 2022)
22
Figure 25: Main page (AirAsia, 2022))
23
4.4 Existing Systems Review 4: Website layout is not well categorised (Ho Joo Cheng)
The navigation bar of Singapore Airlines website is categorised clearly, and all information
is be grouped under different title. When user enter the Singapore Airlines website, they can
discover all information in the navigation bar, it enables user quickly to get the information they
need.
Figure 26: Navigation bar (Singapore Airlines, 2022)
24
25
26
4.5 Existing Systems Review 5: Latest news not updated frequently (Kanta Inoue)
Malindo Air also had provided with their latest news to the passengers. However, All
Nippon Airways provides passengers with more information to the passengers. They do not update
their news everyday but still the information is up to date (All Nippon Airways, 2022)
Figure 31: All Nippon Airways website with latest news (All Nippon Airways, 2022)
27
4.7 Existing Systems Review 7: Chatbot Unavailable (Wong Jian Wei)
AirAsia provides the users a page with interactive chatbot to allow the users to get access to
the information of their enquiries. The chatbot provides suggestive phrases to pinpoint the topic that
the user wanted to enquire on easily. User can easily find the chatbot icon in the homepage, with
vibrant colours to make the icon visible among the details of the homepage. The chatbot uses
sentences that is simple and short, allowing users with lower understanding of language to
understand the chatbot easily (AirAsia, 2022).
Figure 32: AirAsia webpage with chatbot icon (AirAsia, 2022)
28
Figure 33: AirAsia webpage with chatbot interface and suggestive phrase (AirAsia, 2022)
29
5.0 Conclusion
This report was able to identify seven significant issues in Malindo Air’s webpage. As such,
the team recommended an organised system that can provide improvement to the webpage of
Malindo Air. The improvement would deliver a better user experience and more economical gain
for Malindo Air.
30
Appendices
Appendix A: System Manual
Pay Later option does not work:
1. User can enter their card details so that Pay Later functionality can be used.
No “Other language” options:
1. When the users click on the drop-down list, all available languages will be shown.
2. Users may scroll down or type the keyword of the language to find the language needed.
3. The language on the webpage will be translated into selected language.
No “choice of currency” option:
1. When the users click on the drop-down list, all available currencies will be shown.
2. Users may scroll down or type the keyword of the currency to find the currency needed.
3. The currency on the webpage will be convert into selected currency.
Website layout is not well categorised:
1. When the user moves the mouse to the navigation bar, which has four options, all relevant
information appears when the mouse hovers over one of them.
2. Users may click on the information/content they want to know, and it will take them directly
to the page they want.
Latest news not updated frequently:
1. User clicks on the latest update option show in the webpage

2. When clicked, by scrolling down, all the information will be shown
31
Chatbot Unavailable:
1. Clicking on the chatbot icon in the homepage will open the chatbot interface.
2. Users can choose to either start the conversation by entering enquiries or keywords.
32
Appendix B: Work Breakdown Structure
Name Task / Description / Responsibility Signature
Asadul Islam Determine the issues found in Malindo Air website

(Pay Later option does not work)
Proposed a solution (Pay Later option)
Make comparison with the existing system
Flowchart
System Manual
Chan Xin Jie Determine the issues found in Malindo Air website
(No Other Language Selection)
Proposed a solution (Add in Currency Converting

System)
Flowchart
System Manual
Chew Zi Qing Determine the issues found in Malindo Air website

(No “choice of currency” option)
Proposed a solution (Choice of currency function)
Flowchart
System Manual
Ho Joo Cheng Determine the issues found in Malindo Air website

(Website layout is not well categorised)
Proposed a solution (Website layout is not well

categorised)
Flowchart
33
System Manual
Kanta Inoue Determine the issues found in Malindo Air website

(Latest news not updated frequently)
Proposed a solution (Latest News Updates)
Flowchart
System Manual
Viknesh A/L Vijaindiran Did not participate:
Determine the issues found in Malindo Air website
Proposed a solution
Conclusion
Flowchart
System Manual
Wong Jian Wei Introduction
Determine the issues found in Malindo Air website

(Chatbot Unavailable)
Proposed a solution (Chatbot Function)
Conclusion
Flowchart
System Manual
34
References
About Malindo Air. Retrieved 31 May 2022, from https://www.malindoair.com/about-

us#:~:text=Malindo%20Air%20is%20a%20Malaysian,'%20names
%20%E2%80%93%20Malaysia%20and%20Indonesia.
ANA Group. Retrieved 10 June 2022, from https://www.ana.co.jp/group/en/pr/
Contact Us. Retrieved 1 June 2022, from https://www.malindoair.com/contact-us
Homepage. Retrieved 1 June 2022, from https://www.airasia.com/en/gb
Singaporeair. (2022). Retrieved 10 June 2022, from

https://www.singaporeair.com/en_UK/my/home#/
35

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GROUP ASSIGNMENT

TECHNOLOGY PARK MALAYSIA

ASSIGNMENT HAND OUT DATE: Tue 29th March 2022

1.1 Malindo Air

1.2 System Issues

2.1.1 System Issue 1: Pay Later option does not work

Figure 2: Pay Later page with card details entering fields.

1.Giving the customer the ability to enter their card details.

2. Make Pay Later functionality operational.

1. Implement card details entering option.

2. Implement payment gateway.

2.2.1 System Issue 2: No Other Language Selection

Figure 3: Homepage of Malindo Air (Malindo Air, 2022)

2.2.2 Proposed System: No Other Language Selection

Figure 4: New homepage with language options

1. A translation team can do the translation of languages.

2. 3.1 System Issue 3: No “choice of currency” option

Figure 5: Homepage (Malindo Air, 2022)

Figure 7: After choosing “choice of currency”

2.4.1 System Issue 4: Website layout is not well categorised

Figure 8: Website layout & navigation bar (Malindo Air, 2022))

Figure 9: Page not found (Malindo Air, 2022)

Figure 10: Example (Malindo Air, 2022)

Figure 11: Example (Malindo Air, 2022)

2.4.2 Proposed System: Website layout is not well categorised

Figure 12: New Malindo Air webpage with navigation bar

Figure 13: contents inside the navigation bar

Figure 14: contents inside the navigation bar

Figure 15: contents inside the navigation bar

1. To make it short and clear.

Figure 16: Latest News (Malindo Air, 2022)

2.5.2 Proposed System: Latest news not updated frequently

Figure 17: New Malindo Air webpage with latest updates

1. To inform and notify passengers with fresh news

1. Provide more information to passengers

2.6.1 System Issue 6: Chatbot Unavailable (Wong Jian Wei)

Figure 18: Customer Care Centre (Malindo Air, 2022)

2.6.2 Proposed System: Chatbot Unavailable

Figure 19: New Malindo Air webpage with chatbot icon

Figure 20: New Malindo Air webpage with chatbot interface

Figure 21: Flowchart of new system

Figure.22: Pay Later feature of Qantas Airways. (Qantas Airways, 2022)

Figure 23: Booking webpage of Emirates Airline. (Emirates Airline, 2022)

Figure 24: Homepage (AirAsia, 2022)

Figure 25: Main page (AirAsia, 2022))

Figure 26: Navigation bar (Singapore Airlines, 2022)

Figure 27: Navigation bar (Singapore Airlines, 2022)

Figure 28: Navigation bar (Singapore Airlines, 2022)

Figure 29: Navigation bar (Singapore Airlines, 2022)

Figure 30: Navigation bar (Singapore Airlines, 2022)

Figure 32: AirAsia webpage with chatbot icon (AirAsia, 2022)

Appendix A: System Manual

Pay Later option does not work:

No “Other language” options:

No “choice of currency” option:

Website layout is not well categorised:

Latest news not updated frequently:

1. User clicks on the latest update option show in the webpage

Asadul Islam Determine the issues found in Malindo Air website

Proposed a solution (Pay Later option)

Make comparison with the existing system

Proposed a solution (Add in Currency Converting

Make comparison with the existing system