Beyond the Bus Stop: A UX Inquiry into Public Transport in Bhopal

Overview

This project investigates the breakdown of Bhopal’s Bus Rapid Transit System (BRTS) through a user-centered lens, uncovering challenges in commuter experience and system design.

My role

Solo Project, User Research, Surveys, Visual Design

Duration

10 weeks

Tools

Adobe Illustrator

Where the Bus Stops Broke

The Bus Rapid Transit System (BRTS) in Bhopal was launched in 2013, but ultimately proved unsuccessful and was discontinued in December 2023. While commuting on the local buses in Bhopal, I was struck by the sight of damaged bus stop shelters, torn information boards, and vandalized signage. This prompted me to investigate the issue further, leading me to visit the city’s main transport office, where I spoke with staff members and department heads to understand the current state of public commute and the post-COVID development plans.

The bus is only 80% of a passenger's journey - from the onboarding point at a bus stop to the disembarking point. The other 20% is the journey planning, finding the nearest bus stop, finding bus routes and the right bus number, calculating traffic influences on routes and alternative commute options. Similarly at the end, the user disembarks and switches to another mode of transport to their destination like walking or hailing a cab.

The following map outlines the steps in the intra-city(within Bhopal city) bus travel

Contextual Inquiry: Understanding Commuter Behavior in Bhopal’s Bus System

Step #1

Journey planning

Finding the nearest bus stop
Identifying bus
Identifying bus stop for return journey

Step #3

Boarding Stage

Identify bus either by looking at bus details on bus or asking passengers around them
Reconfirming bus details from bus conductor
Crowded bus

Step #2

Bus stop stage

sitting or standing at bus stop
identify bus number
identify bus route

Step #4

Ticketing Stage

a digital or physical ticket
payment
transit pass

Step #5

Travel Time

keep check on passing bus stops
keep check on relative location with respect to start n end of journey
ensuring safety of oneself and belongings

Step #6

Disembarking

taking all belongings
planning journey from this stage to final location
Disembarking bus amongst the crowd

Through the eyes of a bus passenger

Primary research done through visiting bus stops, documenting them, travelling by buses, observation study and surveys. Impersonating the user bevavior to understand the process

Visit to bus stops
Travelling by bus
Observational Study
Multiple user surveys

Survey 1

Mapping moods of 18 bus commuters near New Market, Bhopal. A simple exercise asking them to rate their moods/anxiety levels at each stage of the commute

Insights

Information is scattered and not always relaiable. Over time users have developed their own techniques to navigate their way through the bus journey.
In a fast paced service users prefer quick and direct information
Lack of knowledge regarding physical medium of displaying static transit information.
Signage will publicize the availability of the service

Looking Sideways: Analogous Studies in Transport Design

Case studies of global bus and tube systems, how do they make the people feel? What problems did they solve? The London tube system is one of the oldest, robust travel system designs. The London Tube map solved the problem of an overly complex and geographically inaccurate map that was difficult for the public to understand. By focusing on user utility rather than geographical accuracy, the new diagrammatic map simplified the system, making it easy to see how stations and lines connected, and where to change lines, despite distorting the city's real-world layout.

Case Study 1: Same Domain

Case Study 2: Analogous Study - Global

Santiago Bus system information design:

London Tube System

Case Study 3: Analogous Study - Local

Delhi Metro

Survey 2: How does information dissemination affect the choice of commute

Problem area focused on

Stage #2 of the commute jounney - finding the right bus and waiting at the busstop have most severity in terms of user dissatisfaction and anxiety levels. Though each stage faces varying degree of issues the researched instilled to work on 1 porblem area:

The bus commuting system in India still faces challenges concerning disseminating information through physical and digital modes, hence delving into the problem deeper to address issues.

Signage Design direction

Based on the insights and survey findings, the next stage involved revisiting key bus stop locations and redesigning the signage and information panels. The redesign aimed to utilize vandalized or unused spaces, such as damaged boards and empty posting areas, to create more informative and engaging communication touchpoints for commuters.