This project focuses on identifying and addressing usability gaps and opportunities within the Mumbai Local ticketing system. The goal is to create design-first solutions for the challenges faced by commuters.
Duration: 3 weeks
Team Size: 1 Member
Role: Interaction Designer
Process: Research, Competitive Analysis, UI design, Prototyping, User interaction
The current ATVM (Automatic Ticket Vending Machine) interface does not support efficient, independent ticketing for a broad range of users, resulting in confusion, slow transactions, and high dependence on human facilitators.
Limited adoption of ATVM systems (20-25% of commuters).
Human facilitators were crucial for commuter engagement.
Many commuters find the ATVM interface difficult to navigate.
Specific user personas (Aakash, Vanshika, Ashok) highlighted issues with small touch targets, map overload, and complex navigation.
A study of core usability heuristics was conducted and adapted to the ticketing context, guiding design decisions. Key areas for improvement included:
Keeping visuals clean and focused.
Ensuring strong visibility and contrast.
Making the interface multilingual.
Communicating both visually and verbally.
Guiding users before they start.
Making actions and touch areas obvious.
Minimizing steps and being direct.
Showing progress and transaction feedback.
Helping users recover from mistakes.
Preventing critical errors and confusion.
Revealing the journey ahead.
Designing for both speed and patience.
The revised ATVM ticketing journey aims to reduce steps to just 4 for a single ticket purchase. Key improvements include:
Clearer home screen directing users to the correct booking path.
Easy navigation through zone divisions.
Auto-filled journey details with commonly chosen options.
Two clear ways of choosing a station: Map and Search.
Instant search with predictive text.
Clear payment instructions and generated QR codes for easy payment.
A clear ticket preview to confirm details.
By prioritizing user feedback, the navigation was streamlined, transforming ticket booking into an intuitive process. This reduces friction and boosts satisfaction, leading to a more engaging, user-centric experience.
Designed for real users under real constraints.
Understood the importance of simplifying flows without removing functionality.
Realized how immersion and field research shape better UX decisions.
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