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Yatri Setu
Yatri Setu
Contextual System Design for bus stops in sub-urban and urban India.
Contextual System Design for bus stops in sub-urban and urban India.
Timeline
3 weeks
September 2025
Focus
Research
Contextual Inquiries
Interaction Design
Prototyping & Evaluation
Team
3 Designers
1 Researcher
Tools
Figma
Photoshop
Blender
Claude & ChatGPT
Kiosk
For initial informtaion of all the bus routes the user can take
Journey guide slip
a reference users can keep throughout their journey, even during interchanges.
Bus Arrival Display
Displays real-time bus updates, grouped by arrival time.
Created for Indian commuters across different linguistic and educational backgrounds, especially first-time commuters unfamiliar with the area. It brings routes and interchanges into one simple interface, with a printed journey slip to refer to along the way.
Created for Indian commuters across different linguistic and educational backgrounds, especially first-time commuters unfamiliar with the area. It brings routes and interchanges into one simple interface, with a printed journey slip to refer to along the way.
Context
01. Brief
01. Brief
Large and small cities alike rely on buses, with even small villages connect through bus services. A startup aims to design a modular bus stop solution adaptable to all contexts, featuring flexible displays that can provide information for both government and private buses.
Large and small cities alike rely on buses, with even small villages connect through bus services. A startup aims to design a modular bus stop solution adaptable to all contexts, featuring flexible displays that can provide information for both government and private buses.
02. Concerns and expectations
02. Concerns and expectations
Bus stops in India lack technology to support commuters. This project proposes a bus stop information system for cities, towns, and villages that encourages bus use, reduces traffic, and eases travel stress. It should provide real-time updates on bus timing, crowding, and other essential information. Key questions include:
Bus stops in India lack technology to support commuters. This project proposes a bus stop information system for cities, towns, and villages that encourages bus use, reduces traffic, and eases travel stress. It should provide real-time updates on bus timing, crowding, and other essential information. Key questions include:
- What additional information do commuters need?
- How should it be delivered across different contexts?
- And how can bus infrastructure be optimized to improve overall service?
- What additional information do commuters need?
- How should it be delivered across different contexts?
- And how can bus infrastructure be optimized to improve overall service?
Design Process
Design Process
Discover
Contextual Inquiry
Interpretations
Work Models
Define
Affinity Mapping
Personas
Product Goals
Revised Brief
Develop
Info Architecture
Wireframing
Branding
Deliver
Prototyping
Evaluation
Redesign
Timeline
Week 1:
Week 2 :
Week 3 :
Affinity Mapping
Persona & Scenarios
Design Detailing
Prototyping
Design Evaluation
Redesign
Contextual Inquiry
Work Models
Interpretations
Week 1:
Week 2 :
Week 3 :
Affinity Mapping
Persona & Scenarios
Design Detailing
Prototyping
Design Evaluation
Redesign
Contextual Inquiry
Work Models
Interpretations
01
01
Contextual
Inquiry
Contextual
Inquiry
To discover and understand the everyday challenges commuters face at bus stands, we conducted contextual inquiries in various locations in Mumbai and Bharuch. We observed and interviewed a variety of stakeholders including daily passengers, occasional travelers, bus conductors, and depot staff.
These interactions allowed us to uncover not only the functional aspects of how bus stands operate, but also the frustrations of the people who depend on them.
We began our study in Mumbai, where bus stands are embedded within a fast-paced urban lifestyle. Here, we explored how passengers manage crowded spaces, frequent delays, and their reliance on schedules and digital aids. To gain a contrasting perspective, we travelled to Bharuch, Gujarat, where bus stands serve a semi-urban and rural population. This helped us understand how different infrastructural conditions and travel habits shape the commuter experience.
To discover and understand the everyday challenges commuters face at bus stands, we conducted contextual inquiries in various locations in Mumbai and Bharuch. We observed and interviewed a variety of stakeholders including daily passengers, occasional travelers, bus conductors, and depot staff.
These interactions allowed us to uncover not only the functional aspects of how bus stands operate, but also the frustrations of the people who depend on them.
We began our study in Mumbai, where bus stands are embedded within a fast-paced urban lifestyle. Here, we explored how passengers manage crowded spaces, frequent delays, and their reliance on schedules and digital aids. To gain a contrasting perspective, we travelled to Bharuch, Gujarat, where bus stands serve a semi-urban and rural population. This helped us understand how different infrastructural conditions and travel habits shape the commuter experience.
โEvery coming bus could be mine!โ
Every coming bus could be mine!โ
Users tend to stay out of the bus stand to see the route number of arriving bus
Users tend to stay out of the bus stand to see the route number of arriving bus
Total Users ...................................................................
26
9
4
8
5
B.E.S.T. Travellers ..............................................
M.S.R.T.C. Travellers ........................................
G.S.R.T.C. Travelers ...........................................
Stake Holders .....................................................
Total Users ...................................................................
26
9
4
8
5
B.E.S.T. Travellers ..............................................
M.S.R.T.C. Travellers ........................................
G.S.R.T.C. Travelers ...........................................
Stake Holders .....................................................
1.1
User Distribution
1.2
Age Demographic
7
5
5
2
1
20-30 .....................................................................
1
7
5
5
2
1
20-30 .....................................................................
1
1.3
Focus For Interviews
1.3
Focus For Interviews
01.
01.
Commuting Context & Decisions
Commuting Context & Decisions
Affordability
Routes
Timings
Fares
Ticketing
Why do people choose buses over other transport options?
What routes and destinations are most common?
How often do they travel, and what factors shape their choice?
How does the ticketing process affect their journey?
Why do people choose buses over other transport options?
What routes and destinations are most common?
How often do they travel, and what factors shape their choice?
How does the ticketing process affect their journey?
1.
2.
3.
4.
02.
02.
Challenges Across the Journey
Challenges Across the Journey
Pre-planning
Overcrowding
Uncertainty
Last-mile
How do commuters plan their trips before leaving home?
What difficulties do they face at the bus stop (timings, cancellations, overcrowding)?
What are the major pain points inside the bus?
How do they manage the last mile after deboarding?
How do commuters plan their trips before leaving home?
What difficulties do they face at the bus stop (timings, cancellations, overcrowding)?
What are the major pain points inside the bus?
How do they manage the last mile after deboarding?
1.
2.
3.
4.
1.
4.
3.
2.
03.
03.
Coping & Stress Factors
Coping & Stress Factors
Autos
Ride-sharing
Flexibility
Resilience
What strategies do commuters use to overcome difficulties (autos, ride-sharing, alternate routes)?
How do they adapt when buses are delayed or canceled?
What are the biggest stress factors during travel?
How do these stresses impact their overall commuting experience?
What strategies do commuters use to overcome difficulties (autos, ride-sharing, alternate routes)?
How do they adapt when buses are delayed or canceled?
What are the biggest stress factors during travel?
How do these stresses impact their overall commuting experience?
1.
2.
3.
4.
2.
3.
4.
02
02
Interpretations
Interpretations
User Statement
Observation
Breakdown
Design Ideas
Insight
After interviewing, interpretation is the collaborative sense making step where rich contextual data is analysed and transformed into actionable insights, user statements, breakdowns, and design ideas
After interviewing, interpretation is the collaborative sense making step where rich contextual data is analysed and transformed into actionable insights, user statements, breakdowns, and design ideas
03
03
Work Models
Work Models
01.
01.
Physical Model
Physical Model
This is a key bus stop used daily by both IIT Bombay students/staff and residents of Jyotiba Phule Nagar. It serves as a major point for multiple BEST & other bus routes and becomes a crowded junction during peak.
This is a key bus stop used daily by both IIT Bombay students/staff and residents of Jyotiba Phule Nagar. It serves as a major point for multiple BEST & other bus routes and becomes a crowded junction during peak.
02.
02.
Cultural Model
Cultural Model
This model illustrates how a middle-aged bus traveler in Bharuch with heavy luggage copes with unclear routes, offline ticketing, and irregular schedules by relying on waiting strategies, community support, and risk management.
This model illustrates how a middle-aged bus traveler in Bharuch with heavy luggage copes with unclear routes, offline ticketing, and irregular schedules by relying on waiting strategies, community support, and risk management.
03.
03.
Flow Model
Flow Model
A 30-year-old male, working as a deputy conductor, manages a roadside intercity MSRTC bus stand. This stand is not a bus depot but a small stop located along the roadside, shared by multiple corporations. Although his original role is that of a bus conductor, he has been currently appointed as a deputy conductor just four days ago due to the shortage of staff.
A 30-year-old male, working as a deputy conductor, manages a roadside intercity MSRTC bus stand. This stand is not a bus depot but a small stop located along the roadside, shared by multiple corporations. Although his original role is that of a bus conductor, he has been currently appointed as a deputy conductor just four days ago due to the shortage of staff.
04
04
Affinity Mapping
Affinity Mapping
Key Insights
01.
Information is unreliable
Timings, bus numbers, and tracking rarely match what actually happens on the road. Buses arrive late, skip stops, or come in unexpected order, so commuters rely on guesswork and help from other passengers instead of official updates.
02.
Every bus is mine
With no reliable tracking, every approaching bus might be the right one. Riders stay alert and stand outside the stop, afraid to miss their bus if it passes quickly, adding stress and uncertainty to the wait.
03.
Multiple arrival of buses
Sometimes two or three buses arrive together after a long gap. Passengers panic, rush to board, and safety is compromised as people push or run while trying to secure a spot before the buses leave.
04.
New riders are confused
Bus routes, color codes, and destination numbers are poorly explained at stops. First-time or occasional riders find it hard to choose the right bus and often have to ask strangers or drivers for help.
05.
Apps are not emergent user focused
Existing bus apps donโt support emergent users, people with low digital literacy, basic phones, and limited data access, so they canโt plan or track buses effectively.
06.
New riders are confused
Conductors and drivers handle ticketing, registration, passenger questions, and safety checks at once. This workload slows boarding, creates delays, and leaves little time for assisting confused riders.
07.
Bus arrival is unpredictable
There is no clear system to know when the next bus will arrive. Riders wait for long periods without updates, unsure if they should stay or look for alternatives, which increases anxiety and frustration.
08.
Timetables are outdated
Schedules displayed at stops often donโt match real bus operations. Delays, route changes, or cancellations arenโt reflected, so passengers end up depending on other riders or staff for information.
09.
Route clarity is poor
Maps and signage at stops are inconsistent and hard to understand. People struggle to figure out which bus goes to their destination, especially if theyโre unfamiliar with the area, leading to confusion and missed rides.
01.
Information is unreliable
Timings, bus numbers, and tracking rarely match what actually happens on the road. Buses arrive late, skip stops, or come in unexpected order, so commuters rely on guesswork and help from other passengers instead of official updates.
03.
Multiple arrival of buses
Sometimes two or three buses arrive together after a long gap. Passengers panic, rush to board, and safety is compromised as people push or run while trying to secure a spot before the buses leave.
05.
Apps are not emergent user focused
Existing bus apps donโt support emergent users, people with low digital literacy, basic phones, and limited data access, so they canโt plan or track buses effectively.
07.
Bus arrival is unpredictable
There is no clear system to know when the next bus will arrive. Riders wait for long periods without updates, unsure if they should stay or look for alternatives, which increases anxiety and frustration.
09.
Route clarity is poor
Maps and signage at stops are inconsistent and hard to understand. People struggle to figure out which bus goes to their destination, especially if theyโre unfamiliar with the area, leading to confusion and missed rides.
02.
Every bus is mine
With no reliable tracking, every approaching bus might be the right one. Riders stay alert and stand outside the stop, afraid to miss their bus if it passes quickly, adding stress and uncertainty to the wait.
04.
New riders are confused
Bus routes, color codes, and destination numbers are poorly explained at stops. First-time or occasional riders find it hard to choose the right bus and often have to ask strangers or drivers for help.
06.
New riders are confused
Conductors and drivers handle ticketing, registration, passenger questions, and safety checks at once. This workload slows boarding, creates delays, and leaves little time for assisting confused riders.
08.
Timetables are outdated
Schedules displayed at stops often donโt match real bus operations. Delays, route changes, or cancellations arenโt reflected, so passengers end up depending on other riders or staff for information.
05
05
Personas & Scenarios
Personas & Scenarios
5.1
5.1
Key Characteristics
Key Characteristics
Sonam, 58, retired army veteran, lives in Bhandup with his son.
Cricket enthusiast; enjoys storytelling from army days
Loves teaching grandchildren math & science
Plays tabla; meets veteran friends monthly
New to bus travel after avoiding crowded trains
Sonam, 58, retired army veteran, lives in Bhandup with his son.
Cricket enthusiast; enjoys storytelling from army days
Loves teaching grandchildren math & science
Plays tabla; meets veteran friends monthly
New to bus travel after avoiding crowded trains
Sonam, 58, Originally from Arunachal Pradesh, Sonam is a retired Subedar Major who served in the Kargil War and retired in 2018. He now lives in Bhandup with his sonโs family. A cricket enthusiast, he enjoys test matches, playing with his grandchildren, teaching them math and science, and sharing stories from his army days.
He meets his veteran friends monthly over lunch, plays the tabla, and usually travels by local trains, though he avoids crowded ones. Recently injured while playing with his grandchild, he finds trains difficult to board and now travels by bus, a mode heโs unfamiliar with.
Sonam
Sonam
5.2
5.2
Key Characteristics
Key Characteristics
Mangesh, 45, lives in Phule Nagar, Powai
Experienced bus commuter, but unfamiliar with many routes
Often travels in a hurry to return home
Values quick, reliable travel over comfort
Mangesh, 45, lives in Phule Nagar, Powai
Experienced bus commuter, but unfamiliar with many routes
Often travels in a hurry to return home
Values quick, reliable travel over comfort
Mangesh Jadhav, 45, is a supervisor from Mumbai who commutes daily from Phule Nagar to SEEPZ (Santacruz Electronics Export Processing Zone). Living with his wife and teenage son in a small 1BHK, he faces long, uncertain commutes that often leave him anxious and drained.
Though hardworking and responsible, Mangesh is hesitant with technology after negative past experiences, relying mostly on familiar routes and paper tickets. His goal is to travel reliably and stress-free, saving time for his family and work.
Mangesh
Mangesh
5.3
Key Characteristics
Key Characteristics
Renรฉe, 28, French graphic designer, 2 weeks into a Mumbai contract
Tech-savvy planner, but usual tools feel useless here
Avoids crowded trains; trying to navigate the bus system
Renรฉe, 28, French graphic designer, 2 weeks into a Mumbai contract
Tech-savvy planner, but usual tools feel useless here
Avoids crowded trains; trying to navigate the bus system
Renรฉe, 28, is a French graphic designer two weeks into a six-month Mumbai contract and is already overwhelmed. The city's sensory chaos makes her tech-savvy planning feel useless. Intimidated by the infamous train crowds, she's trying to tackle the bus system, but the unfamiliar language and confusing cash fares leave her feeling anxious and isolated.
Renรฉe, 28, is a French graphic designer two weeks into a six-month Mumbai contract and is already overwhelmed. The cityโs sensory chaos makes her tech-savvy planning feel useless. Intimidated by the infamous train crowds, sheโs trying to tackle the bus system, but the unfamiliar language and confusing cash fares leave her feeling anxious and isolated.
06
06
Product Goals
Product Goals
Goal
Goal
Why
Why
01.
01.
02.
02.
03.
03.
Enable any user, whether a first-time rider, tourist, or daily commuter to instantly discover which bus to take, when it arrives, and how much it costs, without needing prior knowledge, downloads, or instructions.
Enable any user, whether a first-time rider, tourist, or daily commuter to instantly discover which bus to take, when it arrives, and how much it costs, without needing prior knowledge, downloads, or instructions.
Deliver dependable, real-time bus information at all times; even during peak hours, low connectivity, or heavy system load, so commuters can plan and travel with confidence.
Deliver dependable, real-time bus information at all times; even during peak hours, low connectivity, or heavy system load, so commuters can plan and travel with confidence.
Give riders a complete picture of their journey; upcoming buses, routes, interchanges, fares, and timing, so they feel secure about reaching their destination without confusion or uncertainty.
Give riders a complete picture of their journey; upcoming buses, routes, interchanges, fares, and timing, so they feel secure about reaching their destination without confusion or uncertainty.
People often arrive hurried or unfamiliar; friction like sign-ups or complex steps leads to abandonment.
People often arrive hurried or unfamiliar; friction like sign-ups or complex steps leads to abandonment.
Trust is built on accuracy and uptime; unreliable data quickly discourages use.
Trust is built on accuracy and uptime; unreliable data quickly discourages use.
Clarity reduces stress and helps more people confidently choose buses.
Clarity reduces stress and helps more people confidently choose buses.
Effortless First Use
Effortless First Use
Always Reliable
Always Reliable
Travel with Confidence
Travel with Confidence
07
07
Revised Design Brief
Revised Design Brief
Commuters lack a clear and dependable way to know which all bus route they can take, when it will arrive and how to connect if they need to change bus route. This creates confusion and missed buses especially for new or occasional riders.
Commuters lack a clear and dependable way to know which all bus route they can take, when it will arrive and how to connect if they need to change bus route. This creates confusion and missed buses especially for new or occasional riders.
While apps like โChalo busโ provide real-time bus information, their complex interfaces are not suitable for users who are less fluent with technology, making it hard for them to access information when needed.
While apps like โChalo busโ provide real-time bus information, their complex interfaces are not suitable for users who are less fluent with technology, making it hard for them to access information when needed.
Design Direction
Design Direction
Interactive multilingual kiosk
Interactive multilingual kiosk
Simple step-by-step journey planning with voice search and touch controls, inspired by Mumbai local ATVMs.
Simple step-by-step journey planning with voice search and touch controls, inspired by Mumbai local ATVMs.
Physical journey guide slips
Physical journey guide slips
Clear printed or embedded maps with routes, interchanges and fares so anyone can plan without a phone or app.
Clear printed or embedded maps with routes, interchanges and fares so anyone can plan without a phone or app.
Realtime arrival & route displays
Realtime arrival & route displays
Modular colour or dot-matrix screens that scale for big depots or small stops and show live bus updates clearly.
Modular colour or dot-matrix screens that scale for big depots or small stops and show live bus updates clearly.
08
08
Information Architecture
Information Architecture
Kiosk
Kiosk
Home
Speak
Speak Destination
Confirm
Restart
Location Select
Search location
Select zone
Sub Zone
Type
Phone Pickup
Bus Stations
Buses
Bus Local
Info Slip
Home
Language
Marathi
English
Hindi
Home
Speak
Speak Destination
Confirm
Restart
Location Select
Search location
Select zone
Sub Zone
Type
Phone Pickup
Bus Stations
Buses
Bus Local
Info Slip
Home
Language
Marathi
English
Hindi
Journey Slip
Journey Slip
Body
Body
Journey Info slip
Journey Info slip
Header
Header
No. of interchange
No. of interchange
Bus stand name
Bus stand name
Journey time
Journey time
Journey map
Journey map
When to change the bus
When to change the bus
Bus info
Bus info
Origin/destination
Origin/destination
All Available buses
All Available buses
Information Display
Information Display
Display
Display
Arriving in 5-10 min
Arriving in 5-10 min
Arriving in 10-20 min
Arriving in 10-20 min
Arriving in 20+ mins
Arriving in 20+ mins
Current Time
Current Time
Bus stand name
Bus stand name
Arriving soon
Arriving soon
Destination
Destination
Bus no.
Bus no.
09
09
Wireframes
Wireframes
9.1 Interactive Kiosk
9.1 Interactive Kiosk
Itโs a system made for people in a diverse linguistic setting, and not everyone is comfortable using a single modality to interact with technology. A speech to text input offers a seamless experience, without any friction, effortless for less tech literate users providing quick access to destination details and route options without navigating complex menus.
Itโs a system made for people in a diverse linguistic setting, and not everyone is comfortable using a single modality to interact with technology. A speech to text input offers a seamless experience, without any friction, effortless for less tech literate users providing quick access to destination details and route options without navigating complex menus.
01. Voice Navigation
01. Voice Navigation
02. Search-based Navigation
02. Search-based Navigation
03. Sequential Navigation
03. Sequential Navigation
9.2 Information Display
9.2 Information Display
Designing the display meant considering several factors. Buses are rarely on time, and even though the authority tracks them in real time, does showing their exact location actually help users? Bus stops are already chaotic and uncertain, so how can the display reduce that uncertainty without losing peopleโs trust when arrival times donโt match reality? Another challenge is supporting at least two languages. Switching between them every few seconds isnโt ideal, but displaying both at once can make the screen cluttered. How do we find the right balance?
Designing the display meant considering several factors. Buses are rarely on time, and even though the authority tracks them in real time, does showing their exact location actually help users? Bus stops are already chaotic and uncertain, so how can the display reduce that uncertainty without losing peopleโs trust when arrival times donโt match reality? Another challenge is supporting at least two languages. Switching between them every few seconds isnโt ideal, but displaying both at once can make the screen cluttered. How do we find the right balance?
Iteration 1
Iteration 2
Iteration 3
Iteration 4
Iteration 5
Iteration 6
9.3 Journey Guide Slip
9.3 Journey Guide Slip
A journey slip is what bridges the entire system, people may have to interchange several buses to reach a destination. The slip provides step-by-step guidance for a bus journey. It includes bus numbers, stops, and transfer instructions.
A journey slip is what bridges the entire system, people may have to interchange several buses to reach a destination. The slip provides step-by-step guidance for a bus journey. It includes bus numbers, stops, and transfer instructions.
Iteration 1
Iteration 2
Iteration 3
Iteration 1
Iteration 2
Iteration 3
Iteration 4
Iteration 5
Iteration 6
Iteration 4
Iteration 5
Iteration 6
10
10
Visual Identity
Visual Identity
01. Logo
01. Logo
The design utilizes the location pin to identify the bus stop as the key point of navigation. The interior break forms the โYโ, the abbreviation for Yatri Setu โ the link between passenger and bus. The road element symbolizes transport and the strong circle in red ensures the visibility and completeness.
The design utilizes the location pin to identify the bus stop as the key point of navigation. The interior break forms the โYโ, the abbreviation for Yatri Setu โ the link between passenger and bus. The road element symbolizes transport and the strong circle in red ensures the visibility and completeness.
02. Colours
02. Colours
DD1D14
D48E00
FFD878
FFEBB8
03. Logo Typeface
03. Logo Typeface
Switzer
Switzer
AaBbCc
AaBbCc
Ek Mukta
Ek Mukta
AaBbCc
AaBbCc
เคเค เคฎเฅเคเฅเคค
เคเค เคฎเฅเคเฅเคค
เค เค เคเค
เค เค เคเค
11
11
Hi-fi prototyping
Hi-fi prototyping
Key Screens
Key Screens
โเคเคฟเคงเคฐ เคเคพเคจเคพ เคนเฅ?โ Direct, simple question, which only guides the user to directly take action. Just like in real life, as the users ask conductors for information, on the kiosk, a character representing a conductor would also help build trust in the system.
Just pick up the telephone and speak the destination you want to reach. The button can act as a trigger, but users can also directly pick up the call to input their destination by voice.
They just pick up the telephone and voice search their destination. The telephone cancels out the surrounding noise at the bus stop and also creates a layer of interaction.
โเคเคฟเคงเคฐ เคเคพเคจเคพ เคนเฅ?โ Direct, simple question, which only guides the user to directly take action. Just like in real life, as the users ask conductors for information, on the kiosk, a character representing a conductor would also help build trust in the system.
Just pick up the telephone and speak the destination you want to reach. The button can act as a trigger, but users can also directly pick up the call to input their destination by voice.
They just pick up the telephone and voice search their destination. The telephone cancels out the surrounding noise at the bus stop and also creates a layer of interaction.
Journey Guide Slip
Journey Guide Slip
The slip uses icons for buses and walking, making it visually clear which steps involve a transfer.
The slip uses icons for buses and walking, making it visually clear which steps involve a transfer.
Providing an estimated journey time allows users to plan their travel effectively.
Providing an estimated journey time allows users to plan their travel effectively.
The number of required interchanges is prominently displayed for the selected journey.
The number of required interchanges is prominently displayed for the selected journey.
Bus numbers are grouped per leg of the journey, offering alternatives.
Bus numbers are grouped per leg of the journey, offering alternatives.
The slip includes bus stop codes for precise identification of stops.
The slip includes bus stop codes for precise identification of stops.
Information display
Information display
Current Time and Location is Clearly marked at the top.
Current Time and Location is Clearly marked at the top.
Buses are categorized into distinct arrival windows to enhance the clarity of information for passengers.
Buses are categorized into distinct arrival windows to enhance the clarity of information for passengers.
Grouping buses into arrival windows provides a reliable estimate rather than a precise commitment, effectively managing passenger expectations.
Grouping buses into arrival windows provides a reliable estimate rather than a precise commitment, effectively managing passenger expectations.
The legend clarifies service variations (e.g., AC, Limited Stops), enabling passengers to make informed decisions.
The legend clarifies service variations (e.g., AC, Limited Stops), enabling passengers to make informed decisions.
The system is designed to be user-friendly, grouping buses by estimated arrival times rather than showing a static schedule to avoid making any false promises.
The system is designed to be user-friendly, grouping buses by estimated arrival times rather than showing a static schedule to avoid making any false promises.
12
12
Evaluation
Evaluation
Physical Prototypes
Physical Prototypes
We made Interactive prototypes to help users visualize the scenario more effectively, which facilitated a more intuitive and engaging evaluation process.
We made Interactive prototypes to help users visualize the scenario more effectively, which facilitated a more intuitive and engaging evaluation process.
User Testing
User Testing
Methods and demographic
Methods and demographic
The study utilized the Think Aloud Protocol with 12 users who were occasional bus travelers.
The study utilized the Think Aloud Protocol with 12 users who were occasional bus travelers.
Given scenario
Given scenario
โImagine you are currently at the IIT Market Bus Stop and need to get to Worli Naka. Your goal is to use this system to find the most efficient bus route for your journey.โ
โImagine you are currently at the IIT Market Bus Stop and need to get to Worli Naka. Your goal is to use this system to find the most efficient bus route for your journey.โ
Focus Areas
Focus Areas
The user's process involves acquiring the initial journey plan, interpreting specific details like interchanges from their ticket, and correlating that information with the live data on the bus stop's display board.
The userโs process involves acquiring the initial journey plan, interpreting specific details like interchanges from their ticket, and correlating that information with the live data on the bus stopโs display board.
13
13
Redesigns
Redesigns
Identified problem #1
4/12 users were confused about how they can use the voice feature.
Placing the voice input CTA at the top of the screen is a strategic choice that significantly enhances the user experience. This approach moves the feature from a secondary option to a core part of the application's workflow.
Original
Original
Redesign
Redesign
Identified problem #2
Users receive a prompt to begin speaking but lack a clear completion cue, causing uncertainty about when the voice interaction has ended.
Added a beep and an indicator light at the end of the interaction to signal users to return the phone to its place.
Alternatively, the phone-piece could be replaced with a simply static speakerphone, with a call-to-action button.
Original
Original
Potential redesign (Wait/Talk)
Potential redesign
Vande Bharat
Identified problems #3
Sometimes the voice input is misinterpreted, and users donโt realize it. (Observed in 3/12 cases)
Add a confirmation that the voice input has been registered. Since the users are already using the phone, their input should also be clearly repeated back.
Identified problems #4
The interchange information was not clear. Only one bus option is shown. The duration of the trip was interpreted as waiting time.
Exact modes of interchanges are now communicated. Multiple bus route options are now shown, incase they miss one. Journey time was aggregated and clearly shown at the top.
Original
Original
Redesign
Redesign
Identified problems #5
Printing the slip was majorly overlooked. Users left this flow after looking at the kiosk screen
We change the color of the button and added a micro animation on that button, to gain the attention of the user, making them more aware that the information was available to print.
Original
Original
Redesign
Redesign
Identified problems #6
Passengers unfamiliar with the routes find it difficult to identify the correct bus by its number alone, as the number lacks necessary context like the destination or key stops.
To balance detail with scannability, destination names were added to an expanded "1-2 min" arrival section, while other categories remain compact to manage the high volume of route numbers.
Original
Original
Redesign
Redesign
14
Reflection
India needs thoughtful, context-driven design approaches. With such a diverse population, varying levels of literacy and digital familiarity, and differences in language and culture, designing for a large audience requires a deep understanding of people and their everyday behaviours. Solutions that work well globally may not always translate to the Indian context.
Through this project, we tried to understand why certain design decisions need to be made differently for India. The contextual enquiries and the interpretations that followed helped me realise how powerful this approach can be. It taught me to probe deeper, ask better questions, and look beyond what people say to understand the context behind their actions. These are learnings I hope to carry into future projects, especially those rooted in diverse and complex settings like India.
India needs thoughtful, context-driven design approaches. With such a diverse population, varying levels of literacy and digital familiarity, and differences in language and culture, designing for a large audience requires a deep understanding of people and their everyday behaviours. Solutions that work well globally may not always translate to the Indian context.
Through this project, we tried to understand why certain design decisions need to be made differently for India. The contextual enquiries and the interpretations that followed helped me realise how powerful this approach can be. It taught me to probe deeper, ask better questions, and look beyond what people say to understand the context behind their actions. These are learnings I hope to carry into future projects, especially those rooted in diverse and complex settings like India.
Still curious? Let's talk.
Drop me a line, tell me what youโre up to, or just say hi. If youโre building something interesting, Iโd love to hear about it.
Still curious? Let's talk.
Drop me a line, tell me what youโre up to, or just say hi. If youโre building something interesting, Iโd love to hear about it.
Still curious? Let's talk.
Drop me a line, tell me what youโre up to, or just say hi. If youโre building something interesting, Iโd love to hear about it.