top of page
Patturn
MacBook Pro 14_ - 1.png

BMTC BUS PASS

SERVICE DESIGN AUDIT

1 10.png
Group 1857.png

X

Group 1862.png

X

Group 1863.png

Seva Sindhu

Govt. of Karnataka

NID Bengaluru

   The Karnataka government’s official portal, Seva Sindhu, offers services to obtain bus passes to travel in and around     Bangalore. We audited this service to identify the problem areas & find relevant opportunity areas for design interventions. 

SERVICE DESIGN

DESIGN AUDIT

USER RESEARCH

GROUP PROJECT

ACADEMIC

1 WEEK - 2022

MacBook Pro 14_ - 2.png

VISION

“Make BMTC sustainable, people-centered and choice mode of travel for everyone”

WHAT IS THE OBJECTIVE OF THIS SERVICE AUDIT?

MISSION

01

Provide people-centered, efficient, integrated & safe services

02

Commuter responsive service planning and promotion

03

Optimize resources used and their
build capacity

04

Adopt environment-friendly and sustainable practices

05

Strengthen commuter feedback mechanism

06

Increase efficiency in operations and administration

07

Evolve effective mechanism to monitor service performance

08

Ensure inter-agency coordination and multi-modal integration

09

Promote research on urban transport

UNDERSTANDING THE AREA

ABOUT THE SERVICE - BMTC

Bengaluru Metropolitan Transport Corporation connects to almost every area of city. It has 34 bus stations & 3 main stations within the city

BMTC pass is commonly used for daily passengers, students and some other government employees. It gives the access to travel to your schools, colleges, office, workplace within the city from your place.

It can be applied by :
- Any Indian Citizens
- Students, Working Professionals
- Differently Abled Citizens
- Elderly Citizens

Mask group.png

SURVEY

SECONDARY RESEARCH

POPULARITY & ACCEPTANCE OF BUS PASS

BMTC’s recent survey of 5 lakh passengers was spread over five days covered 10,752 bus schedules. It was found that :

48%

Users hold a pass

23%

Users hold a Monthly Pass

12%

Users hold a Daily Pass

11%

Users hold a Student Pass

PUBLIC TRANSPORT SYSTEMS POST COVID

To understand the commuter behavior and precautionary measures Bangalore Political Action Committee conducted an online survey of 1072 respondents. Some key highlights from the survey are:

71%

Users of public transport

50%

Will start using it again

36%

No plan to switch back

Source :

 

https://economictimes.indiatimes.com/news/politics-and-nation/48-of-bmtc-users-hold-apasssurvey/articleshow/67666344.cmsutm_source=contentofinterest&utm

_medium=text&utm_campaign=cppst

​

https://bpac.in/b-mobile/safer-public-transport-systems-post-covid19-lockdown-in-bengaluru-city-survey-report/

COMPARATIVE STUDY : STUDENT PASS

SECONDARY RESEARCH

052119metrocard.2e16d0ba 1.png

NEW YORK STUDENT PASS

  • Valid for both metro and bus

  • To/fro school & home

  • Limited no. of trips

  • Used by student to whom it was assigned

  • Time 5:30 AM to 8:30PM

  • Semester wise issued

  • Extended service for special circumstances

csm_MIS_1711_bc3b8a777a 1.png

GERMANY STUDENT PASS

  • Integrated system for bus and rail services

  • Commonly used mode : Rail, Bus and Tram

  • Monthly cards

  • University usually gives a pass for the city transport

  • Does not include non-regional trains like ICE trains

Source : https://new.mta.info/fares/student-metrocard : https://www.expatrio.com/living-germany/costs-living-germany/transportation-costs-germany

UNCOVERING GAPS & IDENTIFYING VALUABLE OPPORTUNITIES VIA

ECOSYSTEM MAP

AZAXA.png

UNDERSTANDING SERVICE DYNAMICS VIA

SYSTEM MAP

rfgfcgchchg.png

UNDERSTANDING GAPS IN EXISTING SERVICE VIA

HEURISTIC EVALUATION

Group 1868.png

USER INTERVIEWS AT MAJESTIC BUS DEPOT

PRIMARY RESEARCH

Group 1877.png

Shreyas and Puneet

​

Yearly student bus pass

200/- per annum(SC/ST)

Returning applicants

Group 1875.png

Deborah and Lalita

​

Monthly bus pass

1050/- per month

First time applicants

Group 1876.png

Akbar and Yeshwant

​

Yearly student bus pass

1350/- per annum (OBC)

Returning applicants

Group 1874.png

PAIN POINTS

01

Have to travel designated centers for issuance/updation of card

02

For a small error in the card, have to travel for rectification

03

Can only travel To and fro Home and College

04

Have to board bus from VIA 1, allowed VIA 2 if the bus is delayed

05

Multiple approvals from BMTC & college before issuance

06

Need to seek appointments for the collection of smart card

UNDERSTANDING BUS PASS AND ITS COMPONENTS

SMART CARD : STUDENT

FRONT VIEW

Group 1879.png

REAR VIEW

Group 1878.png

UNDERSTANDING BUS PASS AND ITS COMPONENTS

MONTHLY BUS PASS

FRONT VIEW

Group 1881.png

REAR VIEW

Group 1880.png

UNDERSTANDING THE USERS

PERSONAS

PERSONA ONE

Group 1903.png

PERSONA TWO

Group 1904.png

UNDERSTANDING USER'S JOURNEY WITH A SERVICE ACROSS ALL TOUCHPOINTS

CUSTOMER JOURNEY MAP

Group 50.png

UNDERSTANDING THE LINE OF INTERACTIONS IN A SERVICE

SERVICE BLUEPRINT

Group 1905.png

WE CAME UP WITH SOME SUGGESTIONS AFTER COMPLETING THIS SERVICE AUDIT

AUDIT RECOMMENDATIONS

Group 1902.png

GROUP MEMBERS

Screenshot 2022-01-24 at 12.13.24 AM.png

Babita Naagar 

Interaction Design '20

Screenshot 2022-01-24 at 12.01.20 AM.png

Deeksha 

Interaction Design '20

Screenshot 2022-01-24 at 12.01.32 AM.png

Gaurav Singh 

Interaction Design '20

Screenshot 2022-01-18 at 8.31.21 PM.png

Kartikeya Gupta

Interaction Design '20

SOME OTHER PROJECTS

bottom of page