Enhancing BMTC
Service design
Transforming Bengaluru’s Transit, Crafting a Safer, Smarter, and Seamless Public Transport Experience.
Project brief.
In a city as dynamic as Bengaluru, traffic congestion is a persistent problem impacting urban mobility and the quality of life.
This project focuses on redesigning the public transportation experience provided by BMTC. By improving safety, navigation, and reliability, the project aims to encourage more people to adopt BMTC as their preferred mode of transport, reducing congestion and promoting sustainability in urban transit.
Roles & Responsibilities
Research, Brainstorming, Ideation, Wireframe, Visual design, Prototyping
Duration
6 weeks
About BMTC
Bengaluru Metropolitan Transport Corporation, officially Bengaluru Metropolitan Transport Corporation (BMTC), is a state-owned public road transport corporation in the Indian city of Bengaluru. It is wholly owned by the Government of Karnataka. It serves the Bengaluru Metropolitan Region.
Problem
Commuters in Bangalore are hesitant to opt for BMTC as their preferred mode of transportation due to safety concerns, navigation difficulties, and unreliable schedules, resulting in congestion, prompting the need for improved awareness and digital solutions.
Research
I conducted both primary and secondary research, on BMTC. For primary research, I used an online survey, commuter and staff interviews, and real-time app observations to identify key pain points. Secondary research involved reviewing articles, blogs, and videos on BMTC’s operations, including fleet data, depots, and scheduling, while also exploring broader issues like reliability, safety, and convenience.
I have further analysed the system using ecosystem mapping, developed personas based on user profiles, and applied empathy mapping to understand user needs and emotions.
Additionally, I created customer journey maps to visualize the user experience, identifying key pain points and opportunities for improvement.
Goals
Seamless ticketing with easy-to-use digital solutions for purchasing, validating, and using tickets. Passenger safety can be enhanced through real-time monitoring at stops and onboard. Provide real-time updates on schedules, routes, and delays, along with user-friendly navigation for route planning and nearby stops. Integrated transport between BMTC and other modes is essential for smooth, stress-free travel, supported by instant alerts for any changes. Public engagement efforts should focus on educating passengers about BMTC’s digital platforms for a more efficient travel experience.
Solution
The solutions have been thoughtfully designed with all project goals in mind. To ensure maximum impact,
I have developed multiple solutions for service that address various aspects of the system.
AI-Powered CCTV
for Safety Enhancement
WhatsApp chat powered by AI
The new advance NAMMA BMTC app
Carriable Ticket Vending Machine (TVM)
and Fixed Ticket Vending Machine (FTVM)
LED boards to provide
real-time bus information
Cost-effective glass boards
to display paper route maps
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