The Bus Application

Role: User Researcher

This project uses service design principles to identify the needs of Sri Lankan Bus transport services and develop a solution to address those pain points. The Bus is a digital platform that connects all stakeholders to create an optimal experience for the bus passengers.

The bus

Problem 

Buses are the principal mode of public transport in Sri Lanka. Buses are the principal mode of public transport in Sri Lanka. However, the bus transport is uncomfortable and overcrowded, and the schedule is unpredictable. 

Methodology 

Utilising the double-diamond method, an investigation was initiated through secondary research to identify service gaps and key stakeholders. This facilitated the development of an archetype through primary research, which led to the creation of a solution using tools such as empathy maps and journey mapping. Following team collaboration, further research was conducted through interviews with various stakeholders to refine and corroborate the proposed solution.

User Research

Primary research was conducted among 30 participants who use the bus service. The key insights from the research were used to develop a user persona and customer journey map.

After designing the solution further research was conducted using interviews with passengers, bus owners, bus drivers and conductors to gain further insights on the problems and the proposed solution.

Key insights 

User Persona

Customer Journey Map

Design and Development

Final Design

Bus eka’ is a digital platform that connects all stakeholders to create an optimal experience for the bus passengers.

  • Bus Passengers get a reliable source of information about bus service, the ability to track busses and crowd levels along with a forum to air their grievances and provide feedback.
  • Bus owners/regulators can access user data and insights to build a better service
  • Bus Drivers/Conductors get the proper education and knowledge required to provide an effective service

Team

Ashveen Vidanagamage
Natasha Fernando
Poornima Meegammana
Sarani Gunawickrama