2 months

3rd Year

Mar '22 - April '22

Pune Metro
Case Study

Group of 2 Project

Project Brief

The Pune Metro mobile app is designed to facilitate booking a ticket for riding on Pune Metro. The ticket is generated in the form of a QR code on the mobile app, which has to be scanned at the entry gate on metro station to travel on metro. The mobile app also provides information about metro stations and their facilities, fare inquiry, tourist places in the Pune city etc.
The mobile app will be enhanced to facilitate journey planning from a place in Pune city to another place in Pune City using various travel modes including metro.

Process

Problem Statement

To redesign the Interface and User Experience of the Pune Metro App to make it more visually appealing and easier to use

Time for some Research....

Oveview

The Pune Metro aims to transit over 5 million people on a daily basis.

I, too took the metro and followed the maps provided in the stations until I discovered their mobile application.
Despite using the software on a regular basis I had a tough time navigating through it. After observing that other people also experienced issues while using the app, I pursued this redesign as an opportunity to improve the experience in any way I could.

User Reviews

After going through the reviews , I noted that most of the user complaints are mostly around the complex booking process and not being able to to get help and facing difficulty in producing the booked ticket.

Existing User Flow

Heuristic Evaluation

User Interviews

A short 5-10min video call interview was conducted within 6 people who have used the application and have a variable level of familiarity with Pune Metro to understand the problems and practical application of the apps. These were the insights I got from the interviews.

Insights

1. The major problems faced by the users are related to the app’s interface and it not being very basic and average.

4. A lot of users pointed out that many elderly users often face a challenge while booking the QR ticket from the app and have to book the ticket usually from the ticket counter at station.

2. Many of them also shared incidents when they forgot to get off on their station because they fell asleep during the train journey.

5. Users also find it difficult navigating their way around the metro station gates and platforms.

3. The app is essential to find routes for a person who hasn’t travelled a lot in Pune Metro. But for a person who travels daily on the same route, the app seems useless after a few weeks of usage.

User Survey

With the information gathered from the user interviews, a questionnaire was formed. Down below are the results for the survey.

Additional Insights

1. There are a number of technical problems, ranging from providing wrong information on the map to not having dark mode supported for the app.

2. Currently the app does not allow users to recharge their Metro card or purchase ticket. As a result, the app misses out on the chance to provide a hassle-free service