Driver console: A new way of issuing bus tickets
Driver console: A new way of issuing bus tickets
Powered 5 city pilots and boosted operator revenue by 35%
Powered 5 city pilots and boosted operator revenue by 35%
CONTEXT
CONTEXT
In India, ticketing in buses is often handled manually by conductors who keep moving across the bus, leading to pilferage, difficult monitoring, and a disorganized passenger experience.
Operators face revenue loss & manpower costs, while passenger face delays and confusion during boarding.
To address this, Chalo explored a driver-managed ticketing console, aiming to bring greater transparency and speed.
In India, ticketing in buses is often handled manually by conductors who keep moving across the bus, leading to pilferage, difficult monitoring, and a disorganized passenger experience.
Operators face revenue loss & manpower costs, while passenger face delays and confusion during boarding.
To address this, Chalo explored a driver-managed ticketing console, aiming to bring greater transparency and speed.
PROBLEM STATEMENT
PROBLEM STATEMENT
How might we help drivers issue tickets quickly without fatigue? The console should:
How might we help drivers issue tickets quickly without fatigue? The console should:
Minimise effort and cognitive load to issue a ticket
Enable quick, error-free ticketing across fare and stop models
Ensure seamless sync with other onboard devices
MY ROLE
Led end-to-end product design
Led end-to-end product design
Led end-to-end product design
TEAM
1 designer, 1 PM, 4 dev, 2 hardware engineers
1 designer, 1 PM, 4 dev
1 designer, 1 PM, 4 dev
TIMELINE
4 months
4 months
4 months
IMPACT
IMPACT
5
5
successful pilots in 40 buses across Indian cities
35%
35%
higher revenue with reduced pilferage and costs
8s
8s
average ticket transaction time
9/10
9/10
driver rating post refinements
A glimpse of fast ticketing & inauguration of console by Indore's Chief minister
A glimpse of fast ticketing & inauguration of console by Indore's Chief minister
PROCESS STEP 1
PROCESS STEP 1
Mapping bus layout, driver-passenger interaction & challenges
Mapping bus layout, driver-passenger interaction & challenges
With the hardware team, we studied how passengers board, interact with the driver, and where the console fits. This clarified the physical limits and real-world context for the design.
With the hardware team, we studied how passengers board, interact with the driver, and where the console fits. This clarified the physical limits and real-world context for the design.
STEP 2
STEP 2
IA: All critical actions on one screen
IA: All critical actions on one screen
Kept critical tasks on one screen to cut navigation effort, with non-essential tasks kept in a secondary layer. This reduced driver distraction while covering edge cases like failed payments, device disconnections, or low battery.
Kept critical tasks on one screen to cut navigation effort, with non-essential tasks kept in a secondary layer. This reduced driver distraction while covering edge cases like failed payments, device disconnections, or low battery.
STEP 3
STEP 3
Wireframe for quick, two-tap tickets
Wireframe for quick, two-tap tickets
I created early wireframes to turn the information architecture into testable screens within the constraint of a compact console. At each step, I checked if the design reduced driver effort, avoided queues, stayed simple for initial pilots, and was adaptable across cities.
I created early wireframes to turn the information architecture into testable screens within the constraint of a compact console. At each step, I checked if the design reduced driver effort, avoided queues, stayed simple for initial pilots, and was adaptable across cities.
TESTING
TESTING
Pilot 1: 100% sucess with feedback for refinement
Pilot 1: 100% sucess with feedback for refinement
In quick trials, 10 drivers successfully issued tickets across payment modes and handled connectivity hiccups without slowing boarding. For buses with distant entry doors, we added a passenger-facing device. Interviews highlighted areas for improved efficiency.
In quick trials, 10 drivers successfully issued tickets across payment modes and handled connectivity hiccups without slowing boarding. For buses with distant entry doors, we added a passenger-facing device. Interviews highlighted areas for improved efficiency.
REFINEMENTS
REFINEMENTS
Adding number-based stop / fare selection
Adding number-based stop / fare selection
Experienced drivers had routes & fares memorised, so we added a number/fare view alongside the list. New drivers could still switch to list view if needed. This quickly became the preferred option, described as “significantly faster”
Experienced drivers had routes & fares memorised, so we added a number/fare view alongside the list. New drivers could still switch to list view if needed. This quickly became the preferred option, described as “significantly faster”
EASE OF USE
EASE OF USE
Quick access to popular stops & dark mode
Quick access to popular stops & dark mode
We added popular stops surfaced at the top to cut scrolling. Dark mode reduced glare, making night trips safer.
We added popular stops surfaced at the top to cut scrolling. Dark mode reduced glare, making night trips safer.
RESULT
RESULT
Refinements boosted performance & we scaled to 40 buses
Refinements boosted performance & we scaled to 40 buses
With the hardware team, we studied how passengers board, interact with the driver, and where the console fits. This clarified the physical limits and real-world context for the design.
With the hardware team, we studied how passengers board, interact with the driver, and where the console fits. This clarified the physical limits and real-world context for the design.
9/10
9/10
avg. driver satisfaction rating → up by 3 points
avg. driver satisfaction rating → up by 3 points
12s
12s
avg. ticketing time → down from 20s
avg. ticketing time → down from 20s
REFLECTIONS
REFLECTIONS
Digital design must account for physical context
Digital design must account for physical context
Designing for a bus meant considering factors like driver reach, elements closest to his thumb, visibility at night, and quick conversations in crowded spaces. I learned that when design decisions are shaped by their physical surroundings, they are more user friendly & intuitive.
Designing for a bus meant considering factors like driver reach, elements closest to his thumb, visibility at night, and quick conversations in crowded spaces. I learned that when design decisions are shaped by their physical surroundings, they are more user friendly & intuitive.
Why mapping the whole system matters
Why mapping the whole system matters
The success of the driver console depended on both device-to-device interactions (console, ETIM, printer) and human-to-human interactions (driver and passengers). By mapping the whole system early, we caught hidden edge cases that would have been highly disruptive in a busy bus environment.
The success of the driver console depended on both device-to-device interactions (console, ETIM, printer) and human-to-human interactions (driver and passengers). By mapping the whole system early, we caught hidden edge cases that would have been highly disruptive in a busy bus environment.
Emerging technologies are important for accessibility
Emerging technologies are important for accessibility
This project revealed the limits of visual interaction in a high-pressure, limited-mobility environment. Voice or gesture-based interactions, which are now being explored can be more efficient, and it is essential to keep exploring these technologies and apply them where they add real value.
This project revealed the limits of visual interaction in a high-pressure, limited-mobility environment. Voice or gesture-based interactions, which are now being explored can be more efficient, and it is essential to keep exploring these technologies and apply them where they add real value.
LET'S TALK ALL THINGS HUMAN
सृजन् आनंदम्
“Creation is joy.” Everything I design is an act of joy, curiosity, and care for the people who will use it.
LET'S TALK ALL THINGS HUMAN
सृजन् आनंदम्
“Creation is joy.” Everything I design is an act of joy, curiosity, and care for the people who will use it.
LET'S TALK ALL THINGS HUMAN
सृजन् आनंदम्
“Creation is joy.” Everything I design is an act of joy, curiosity, and care for the people who will use it.