This case study is a personal project that aims to understand the current behaviours and challenges of the Delhi metro system. It is a detailed account of how I provided the users with solutions to their frustrations with the current system (like the physical card) by improving their user experience.
*This project is for educational purposes only.
Let’s begin!
<aside> 🟢 The Delhi Metro System has remained unchanged for decades, especially the card system. The cost of the MetroCard machine infrastructure, the lost time of waiting in line to buy a MetroCard, touching a dirty machine to do it, the potential of losing the MetroCard, and the ease of gaming the system by swiping your card for others has cost the city crores and leaves much to be desired from the user experience.
Design a new system that allows a daily user who uses the metro every day, without having a physical Smart Card on hand.
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To understand the problem statement, I started by dissecting it and asking some basic WHO, WHAT, WHERE, WHEN and WHY questions in reference to the problem statement.
Who runs the metro system in Delhi?
Who is the metro system for?
Who benefits from the metro system the most?
Who is the MetroCard for?
Who uses the MetroCard machine?
Who among the users would get affected if the system were to have problems?
What is the Delhi metro system?