Group members
Studio
Studio project
Duration
30 days
Year
2023
Tags
User Research
UX Design
Systems thinking
The goal was to was to undertake in-depth research on the public bus system in Coimbatore (TNSTC), pinpoint the issues and suggest solutions for the same.
The goal was to was to undertake in-depth research on a particular system which seemed to have some potential of intervention, pinpoint the issues and suggest solutions for the same.
The goal was to was to undertake in-depth research on the public bus system in Coimbatore (TNSTC), pinpoint the issues and suggest solutions for the same.
The goal was to was to undertake in-depth research on a particular system which seemed to have some potential of intervention, pinpoint the issues and suggest solutions for the same.
Tamil Nadu State Transport Corporation (TNSTC) is a government-owned corporation that operates buses in the state of Tamil Nadu.
The solution is proposed depending on the feasibility and impact.
The solution is proposed depending on the
feasibility and impact.
The solution is proposed depending on the
feasibility and impact.
Where?
Where?
Where?
Coimbatore
The plan was to research about TNSTC (Tamil Nadu State Transport Co-op), with Coimbatore being the geographic boundary, pinpoint the issues faced by the people and come up with solutions for the same.
The plan was to research about TNSTC (Tamil Nadu State Transport Co-op), with Coimbatore being the geographic boundary, pinpoint the issues faced by the people and come up with solutions for the same.
The plan was to research about TNSTC (Tamil Nadu State Transport Co-op), with Coimbatore being the geographic boundary, pinpoint the issues faced by the people and come up with solutions for the same.
Region
Region
Region
TNSTC operating in the Coimbatore region covers 4 districts-
Coimbatore
Nilgiris (Ooty)
Erode
Tiruppur
Due to the time limitations, we worked only on the buses commuting within Coimbatore
System map
System map
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Stakeholder map
Stakeholder map
Primary users:
These are the direct users of the transportation system who rely on it for daily commuting.
Primary users:
These are the direct users of the transportation system who rely on it for daily commuting.
Primary users:
These are the direct users of the transportation system who rely on it for daily commuting.
Secondary users:
These users are directly involved in the operation, management, and maintenance of the transportation system.
Secondary users:
These users are directly involved in the operation, management, and maintenance of the transportation system.
Secondary users:
These users are directly involved in the operation, management, and maintenance of the transportation system.
Tertiary users:
These users are indirectly affected by or interact with the transportation system but are not primary users or operators.
Tertiary users:
These users are indirectly affected by or interact with the transportation system but are not primary users or operators.
Tertiary users:
These users are indirectly affected by or interact with the transportation system but are not primary users or operators.
Who?
Who?
Who?
3 major entities involved-
the driver, conductor and passenger
The journeys of each of these entities were mapped and their pain-points were noted.
The journeys of each of these entities were mapped and their pain-points were noted.
The journeys of each of these entities were mapped and their pain-points were noted.
The information was obtained from primary and secondary research. The language was a huge barrier here, since most of them were native Tamil speakers.
The information was obtained from primary and secondary research. The language was a huge barrier here, since most of them were native Tamil speakers.
The information was obtained from primary and secondary research. The language was a huge barrier here, since most of them were native Tamil speakers.
Journey map
Analysis
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Personas
Personas
College student
College student
A student who is not from Tamil Nadu, doesn't speak or understand Tamil but frequently uses the bus service to travel within the city.
A student who is not from Tamil Nadu, doesn't speak or understand Tamil but frequently uses the bus service to travel within the city.
A student who is not from Tamil Nadu, doesn't speak or understand Tamil but frequently uses the bus service to travel within the city.
Nandini is a fourth year college student. She’s pursuing design at a college which is a little far from the city hence, traveling to the city becomes a task. She finds cab s a little expensive. Nandini is an extrovert who likes to go out on weekends with her college friends.
Nandini is a fourth year college student. She’s pursuing design at a college which is a little far from the city hence, traveling to the city becomes a task. She finds cab s a little expensive. Nandini is an extrovert who likes to go out on weekends with her college friends.
Nandini is a fourth year college student. She’s pursuing design at a college which is a little far from the city hence, traveling to the city becomes a task. She finds cab s a little expensive. Nandini is an extrovert who likes to go out on weekends with her college friends.
Nandini is a fourth year college student. She’s pursuing design at a college which is a little far from the city hence, traveling to the city becomes a task. She finds cab s a little expensive. Nandini is an extrovert who likes to go out on weekends with her college friends.
“It’ll be great if I get the schedule beforehand, so I can plan my day accordingly.”
“It’ll be great if I get the schedule beforehand, so I can plan my day accordingly.”
“It’ll be great if I get the schedule beforehand, so I can plan my day accordingly.”
“It’ll be great if I get the schedule beforehand, so I can plan my day accordingly.”
AGE: 21 years
OCCUPATION: Student
AGE: 21 years
OCCUPATION: Student
AGE: 21 years
OCCUPATION: Student
AGE: 21 years
OCCUPATION: Student
GOALS:
To be able to travel without having to wait for long hours for the bus.
To be able to pay digitally and care minimum cash.
GOALS:
To be able to travel without having to wait for long hours for the bus.
To be able to pay digitally and care minimum cash.
GOALS:
To be able to travel without having to wait for long hours for the bus.
To be able to pay digitally and care minimum cash.
GOALS:
To be able to travel without having to wait for long hours for the bus.
To be able to pay digitally and care minimum cash.
FRUSTRATIONS:
The buses are usually never on time and there’s no way of knowing when they’ll arrive.
Sometimes the conductor asks to collect change later and I end up forgetting it.
Its difficult to know which route the bus will take and how long the journey is.
Sometimes difficult to understand the conductor due to language barrier.
FRUSTRATIONS:
The buses are usually never on time and there’s no way of knowing when they’ll arrive.
Sometimes the conductor asks to collect change later and I end up forgetting it.
Its difficult to know which route the bus will take and how long the journey is.
Sometimes difficult to understand the conductor due to language barrier.
FRUSTRATIONS:
The buses are usually never on time and there’s no way of knowing when they’ll arrive.
Sometimes the conductor asks to collect change later and I end up forgetting it.
Its difficult to know which route the bus will take and how long the journey is.
Sometimes difficult to understand the conductor due to language barrier.
FRUSTRATIONS:
The buses are usually never on time and there’s no way of knowing when they’ll arrive.
Sometimes the conductor asks to collect change later and I end up forgetting it.
Its difficult to know which route the bus will take and how long the journey is.
Sometimes difficult to understand the conductor due to language barrier.
Frequent traveler
Frequent traveler
Frequent traveler
Frequent traveler
A frequent traveler using the bus to get from one place to another.
A frequent traveler using the bus to get from one place to another.
A frequent traveler using the bus to get from one place to another.
Suburaj runs a garment business in the city but stays in the outskirts. He has to travel a lot for which he needs to start an hour early because of the unpredictable buses. There is not enough connectivity and the roads are not well maintained which causes uncomfortability.
Suburaj runs a garment business in the city but stays in the outskirts. He has to travel a lot for which he needs to start an hour early because of the unpredictable buses. There is not enough connectivity and the roads are not well maintained which causes uncomfortability.
Suburaj runs a garment business in the city but stays in the outskirts. He has to travel a lot for which he needs to start an hour early because of the unpredictable buses. There is not enough connectivity and the roads are not well maintained which causes uncomfortability.
Suburaj runs a garment business in the city but stays in the outskirts. He has to travel a lot for which he needs to start an hour early because of the unpredictable buses. There is not enough connectivity and the roads are not well maintained which causes uncomfortability.
“I wish we had more buses to control the crowd and reach more places, faster.”
“I wish we had more buses to control the crowd and reach more places, faster.”
“I wish we had more buses to control the crowd and reach more places, faster.”
“I wish we had more buses to control the crowd and reach more places, faster.”
AGE: 56 years
OCCUPATION: Business
AGE: 56 years
OCCUPATION: Business
AGE: 56 years
OCCUPATION: Business
AGE: 56 years
OCCUPATION: Business
GOALS:
To reach places on time.
To travel at a reasonable and affordable rate.
GOALS:
To reach places on time.
To travel at a reasonable and affordable rate.
GOALS:
To reach places on time.
To travel at a reasonable and affordable rate.
GOALS:
To reach places on time.
To travel at a reasonable and affordable rate.
FRUSTRATIONS:
Public buses are too crowded to even stand sometimes.
Its difficult to reach places on time, there’s not enough connectivity to all places.
The speed of the bus is sometimes dangerous.
FRUSTRATIONS:
Public buses are too crowded to even stand sometimes.
Its difficult to reach places on time, there’s not enough connectivity to all places.
The speed of the bus is sometimes dangerous.
FRUSTRATIONS:
Public buses are too crowded to even stand sometimes.
Its difficult to reach places on time, there’s not enough connectivity to all places.
The speed of the bus is sometimes dangerous.
FRUSTRATIONS:
Public buses are too crowded to even stand sometimes.
Its difficult to reach places on time, there’s not enough connectivity to all places.
The speed of the bus is sometimes dangerous.
Conductor
Conductor
Conductor
Conductor
A conductor for TNSTC buses.
A conductor for TNSTC buses.
A conductor for TNSTC buses.
Krishnan is an honest conductor who tries to make a living by working hard and distributing tickets in public buses. He considers it an important job and respects it a lot. He likes to help people as much as he can. He wishes to travel more and not just in the city.
Krishnan is an honest conductor who tries to make a living by working hard and distributing tickets in public buses. He considers it an important job and respects it a lot. He likes to help people as much as he can. He wishes to travel more and not just in the city.
Krishnan is an honest conductor who tries to make a living by working hard and distributing tickets in public buses. He considers it an important job and respects it a lot. He likes to help people as much as he can. He wishes to travel more and not just in the city.
Krishnan is an honest conductor who tries to make a living by working hard and distributing tickets in public buses. He considers it an important job and respects it a lot. He likes to help people as much as he can. He wishes to travel more and not just in the city.
“Repairing and maintaining the roads would be the first step towards better transport system.”
“Repairing and maintaining the roads would be the first step towards better transport system.”
“Repairing and maintaining the roads would be the first step towards better transport system.”
“Repairing and maintaining the roads would be the first step towards better transport system.”
AGE: 48 years
OCCUPATION: Conductor
AGE: 48 years
OCCUPATION: Conductor
AGE: 48 years
OCCUPATION: Conductor
AGE: 48 years
OCCUPATION: Conductor
GOALS:
Have a hassle free bus ride, where I dont have to keep worrying for change.
To easily distribute tickets without leaving anyone out.
GOALS:
Have a hassle free bus ride, where I dont have to keep worrying for change.
To easily distribute tickets without leaving anyone out.
GOALS:
Have a hassle free bus ride, where I dont have to keep worrying for change.
To easily distribute tickets without leaving anyone out.
GOALS:
Have a hassle free bus ride, where I dont have to keep worrying for change.
To easily distribute tickets without leaving anyone out.
FRUSTRATIONS:
It is difficult to move through the crowded bus.
Drunkards or other people causing problems are a nuisance to handle.
Sometimes I forget to get change or forget to give tickets to people due to overcrowding.
FRUSTRATIONS:
It is difficult to move through the crowded bus.
Drunkards or other people causing problems are a nuisance to handle.
Sometimes I forget to get change or forget to give tickets to people due to overcrowding.
FRUSTRATIONS:
It is difficult to move through the crowded bus.
Drunkards or other people causing problems are a nuisance to handle.
Sometimes I forget to get change or forget to give tickets to people due to overcrowding.
FRUSTRATIONS:
It is difficult to move through the crowded bus.
Drunkards or other people causing problems are a nuisance to handle.
Sometimes I forget to get change or forget to give tickets to people due to overcrowding.
Driver
Driver
Driver
Driver
A driver for the TNSTC buses.
A driver for the TNSTC buses.
A driver for the TNSTC buses.
Muthuswamy is hard-working driver who is used to working under tight schedules. Sometimes he extends his shift beyond eight hours to be able to earn a little more for the day. He feels responsible for so many people and hence is always very cautious.
Muthuswamy is hard-working driver who is used to working under tight schedules. Sometimes he extends his shift beyond eight hours to be able to earn a little more for the day. He feels responsible for so many people and hence is always very cautious.
Muthuswamy is hard-working driver who is used to working under tight schedules. Sometimes he extends his shift beyond eight hours to be able to earn a little more for the day. He feels responsible for so many people and hence is always very cautious.
Muthuswamy is hard-working driver who is used to working under tight schedules. Sometimes he extends his shift beyond eight hours to be able to earn a little more for the day. He feels responsible for so many people and hence is always very cautious.
"A better system to account for the overtime work would be nice."
"A better system to account for the overtime work would be nice."
"A better system to account for the overtime work would be nice."
"A better system to account for the overtime work would be nice."
AGE: 45 years
OCCUPATION: Driver
AGE: 45 years
OCCUPATION: Driver
AGE: 45 years
OCCUPATION: Driver
AGE: 45 years
OCCUPATION: Driver
GOALS:
To reach the destination on time.
To be able to finish the daily quota of trips on time.
GOALS:
To reach the destination on time.
To be able to finish the daily quota of trips on time.
GOALS:
To reach the destination on time.
To be able to finish the daily quota of trips on time.
GOALS:
To reach the destination on time.
To be able to finish the daily quota of trips on time.
FRUSTRATIONS:
Not all the roads are pakka roads, driving on the kacha roads is difficult.
Sometimes, it becomes difficult to handle the weight of the bus at higher speed.
Since there are limited buses, the deadlines are very tight, sometimes we have to overwork, which is stressful.
FRUSTRATIONS:
Not all the roads are pakka roads, driving on the kacha roads is difficult.
Sometimes, it becomes difficult to handle the weight of the bus at higher speed.
Since there are limited buses, the deadlines are very tight, sometimes we have to overwork, which is stressful.
FRUSTRATIONS:
Not all the roads are pakka roads, driving on the kacha roads is difficult.
Sometimes, it becomes difficult to handle the weight of the bus at higher speed.
Since there are limited buses, the deadlines are very tight, sometimes we have to overwork, which is stressful.
FRUSTRATIONS:
Not all the roads are pakka roads, driving on the kacha roads is difficult.
Sometimes, it becomes difficult to handle the weight of the bus at higher speed.
Since there are limited buses, the deadlines are very tight, sometimes we have to overwork, which is stressful.
Why?
Why?
Why?
Since I had the experience of traveling through public buses in Coimbatore, I was more aware of the problems faced by the variety of people. I figured Coimbatore being in the transition to a smart city must not lag behind in the public transport domain, more specifically public buses and hence I chose to work on this topic.
A causal loop was created with whatever information we had gathered. Pain points of a few major elements were noted through affinity mapping. The cause effect diagram was curated to have a clearer goal.
A causal loop was created with whatever information we had gathered. Pain points of a few major elements were noted through affinity mapping. The cause effect diagram was curated to have a clearer goal.
A causal loop was created with whatever information we had gathered. Pain points of a few major elements were noted through affinity mapping. The cause effect diagram was curated to have a clearer goal.
Through the process, we realised that the whole system could be broken down into 5 sub-systems for ease of understanding.
Through the process, we realised that the whole system could be broken down into 5 sub-systems for ease of understanding.
Through the process, we realised that the whole system could be broken down into 5 sub-systems for ease of understanding.
Analysis
Journey map
Analysis
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What?
What?
What?
The entire system was broken into 5 sub systems, out of which 2 were taken forward for which solutions were proposed
System of bus operations
Communication System at Bus stop and Bus Stand
System for Hygiene management at Bus Stop
Safety Management system for drivers
Ticketing system
Considering the workload on drivers and the data that suggested a need for a better system for the stressed out, overworked drivers who work through very tight schedules. For this purpose, an app was suggested which would allow more freedom and authority to the drivers making them more efficient and increasing the quality of work.
Considering the workload on drivers and the data that suggested a need for a better system for the stressed out, overworked drivers who work through very tight schedules. For this purpose, an app was suggested which would allow more freedom and authority to the drivers making them more efficient and increasing the quality of work.
Considering the workload on drivers and the data that suggested a need for a better system for the stressed out, overworked drivers who work through very tight schedules. For this purpose, an app was suggested which would allow more freedom and authority to the drivers making them more efficient and increasing the quality of work.
As for the ticketing system, there were two factors- the passengers and the conductors. For the passengers, an app was suggested which would show bus details in real time and would be maintained by TNSTC. It would also allow users to pay through digital medium. This would make it easier to give change and take the stress off of the conductor to produce precise change.
As for the ticketing system, there were two factors- the passengers and the conductors. For the passengers, an app was suggested which would show bus details in real time and would be maintained by TNSTC. It would also allow users to pay through digital medium. This would make it easier to give change and take the stress off of the conductor to produce precise change.
As for the ticketing system, there were two factors- the passengers and the conductors. For the passengers, an app was suggested which would show bus details in real time and would be maintained by TNSTC. It would also allow users to pay through digital medium. This would make it easier to give change and take the stress off of the conductor to produce precise change.
Problem 1
Problem set 1
No proper infrastructure to inform the passengers of the different bus routes and timings.
No way of knowing real time status of the buses for the passengers.
Overworking drivers without accountability
Underpaid drivers
No means/ system of earning more1
No proper infrastructure to inform the passengers of the different bus routes and timings.
No way of knowing real time status of the buses for the passengers.
Overworking drivers without accountability
Underpaid drivers
No means/ system of earning more for the drivers
Solution 1
No proper infrastructure to inform the passengers of the different bus routes and timings.
No way of knowing real time status of the buses for the passengers.
Overworking drivers without accountability
Underpaid drivers
No means/ system of earning more1
Sub-System 1&2:
Safety Management for drivers & Ticketing
Sub-System 1&2:
Safety Management for drivers & Ticketing
Problem 2
Problem set 2
Change not available leads to
Conductor losing out on money
Passenger losing out on money
Conductor scamming the passenger
No proper infrastructure to inform the passengers of the different bus routes and timings.
No way of knowing real time status of the buses for the passengers.
Overworking drivers without accountability
Underpaid drivers
No means/ system of earning more for the drivers
Solution 2
Providing change in an overcrowded bus is a task. Either the conductor or the passenger ends up losing money.
Digital payment has existed since a long time but in this scenario it creates a whole new experience making life easier for both parties. Implementation of such existing, simple solution would be a game changer, reducing the burden of carrying change for both parties.
Sub-System 2: Ticketing
Sub-System 2: Ticketing
Problem set 3
Problem set 3
The ticket's legible only to people who understand Tamil. This makes it difficult for others to understand the ticket and in turn causes malpractices and scams.
The ticket is stuffed with information that isn't necessary making it intimidating and also loss of information that is actually necessary.
Solution 3
To make the ticket multi-lingual so that most of the demographic could understand the information which would prevent any wrongdoing.
To cut down on the unnecessary information which would prevent the user from getting intimidated and clearly state the necessary details of the trip.
The introduction of electronic devices to print tickets can be considered as the next the next step of action, once the organization has the required funds to make the changes. Until then, the conductor has to punch the ticket to show the boarding and deboarding stops.
The introduction of electronic devices to print tickets can be considered as the next the next step of action, once the organization has the required funds to make the changes. Until then, the conductor has to punch the ticket to show the boarding and deboarding stops.
The introduction of electronic devices to print tickets can be considered as the next the next step of action, once the organization has the required funds to make the changes. Until then, the conductor has to punch the ticket to show the boarding and deboarding stops.
Sub-System 2: Ticketing
Sub-System 2: Ticketing
How?
How?
How?
TNSTC app Majorly helps with the information transfer between various entities of a system. This increases efficiency, saves time and reduces human errors.
Passengers can check the real time status of the buses, schedule their day better, know prices of tickets and the different routes available.
Passengers can check the real time status of the buses, schedule their day better, know prices of tickets and the different routes available.
Passengers can check the real time status of the buses, schedule their day better, know prices of tickets and the different routes available.
Drivers can schedule their trips, keep track of their earnings and easily navigate through the routes.
Drivers can schedule their trips, keep track of their earnings and easily navigate through the routes.
Drivers can schedule their trips, keep track of their earnings and easily navigate through the routes.
Admin department can generate real time insights of the collected data, eg- number of passengers traveling through which bus, status of a certain bus number or type, which driver or conductor is operating on which route, drivers performance, daily/ weekly/ monthly earnings etc.
Admin department can generate real time insights of the collected data, eg- number of passengers traveling through which bus, status of a certain bus number or type, which driver or conductor is operating on which route, drivers performance, daily/ weekly/ monthly earnings etc.
Admin department can generate real time insights of the collected data, eg- number of passengers traveling through which bus, status of a certain bus number or type, which driver or conductor is operating on which route, drivers performance, daily/ weekly/ monthly earnings etc.
Information architecture
Information architecture
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