Interstate Bus Lines has been a cornerstone of transportation between Thaba-Nchu, Bloemfontein and Botshabelo since its establishment in 1975. As the only bus service provider for routes in these areas, it has successfully transported a number of people over the years and remains a reliable option for locals. However, despite its longstanding presence, the company has yet to evolve its operational methods beyond the past decade.
Throughout this project, I took on the role of UX Designer and assumed overall responsibility for its successful execution. My key responsibilities encompassed conducting interviews, performing research, wireframing, and prototyping the design. These artifacts were then utilized in user tests to gather valuable feedback and were also employed in presentations to stakeholders. By overseeing the entire project, I ensured that the user experience was carefully crafted and geared towards solving user problems.
To identify the problem, a questionnaire was administered to ten individuals to gain insights into the challenges they faced with the current system. The questionnaire revealed that users encountered difficulties with card refills, ticket purchases, and the long queues they have to stand in in order to complete these tasks. These findings shed light on the pain points experienced by users, emphasizing the need for improvements in these areas to enhance user satisfaction and streamline their experience with the system.
The solution was to provide an app that offers a wide range of convenient features such as card refilling and balance checking, easy ticket purchasing, real-time bus tracking, swift boarding, bus schedules, and push notifications. These features will enhance convenience and efficiency for bus.
A New Experience
Instead of incurring substantial expenses on taxis to the bus depot and wasting time in queues, users now have the convenience of booking a bus from the comfort of their own homes. Additionally, users can easily check the remaining trips on their cards and receive timely reminders to refill them when their balances are low or about to expire.
Purchase tickets effortlessly in a matter of seconds, anytime and anywhere, even while waiting for your next bus. This allows users to obtain tickets for both single and return trips, providing a seamless and convenient ticketing experience.
The bus schedule provides users with the ability to access and browse bus times, enabling them to align their personal schedules accordingly. By having access to the bus schedule, users can conveniently plan their journeys and identify the most suitable buses for their daily commute. Moreover, the feature allows users to set reminders for their preferred buses, ensuring they never miss their intended departure.
Users can stay informed about various aspects of their bus travel. Users receive timely notifications regarding their bus status, ensuring they are aware of any changes or updates. Additionally, push notifications serve as reminders to refill their cards when necessary or when their cards are low on trips.