• Conclusion
Learnings and Future Plans
Mumbai’s red buses are lifelines, but unpredictability erodes commuter trust. This project began with a simple question: How might we make public transport feel more reliable, even when infrastructure is imperfect? Through user interviews, I learned that riders valued predictability, gentle communication, and low-tech accessibility more than flashy features. Instead of relying solely on GPS, I designed around system gaps with conductor triggered departure signals, WhatsApp bots for non smartphone users, and trust scores to make reliability visible.
Each design decision prioritised dignity, inclusion, and minimal friction. I learned that in public UX, features matter less than how safe and seen people feel using them. At its heart, this wasn’t just about tracking buses it was about restoring faith in a shared system.
Future Plans
This concept is only the beginning a version 0 that maps out the exciting explorations ahead. From completely reimagining the interface to playing with the small interactions, I’m curious to see what Laal Dabba app will look like in its next iteration.
Although the project started with the idea of being feature rich self sufficient in every way through my journey kind mentors, and with the valuable help of my peers I learnt it's not the feature that makes any product rich the but how deeply it impacts the lives of the people and the journey that they go through.
Thank you:)
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Version 1
Version 1
Version 2
Version 0
Version 0
Version 0 displayed the brand colours but didn't adhere to accessibility requirements and the label were too small to notice
Version 1 was better than version 0 on accessibility but users were often confused on terminology and this way there was additional step to book a ticket
In version 2 i brought in the find bus section at the top of the home page eliminating steps while using above the fold of the screen to to all of tracking and booking ticket.
I grounded the design in commuter research tackling hidden fares, confusing flows, and uncertainty around active tickets by surfacing a single, stacked booking card and a clear “No Passes” state. A bold red CTA, subtle card shadows, and consistent typography guide the eye through mode toggles, location inputs, bus selection, and passenger count in just one screen. I iterated on wireframes and prototypes with tweaks to labels, colour balance, and tap targets based on user feedback to ensure clarity, accessibility, and a responsive, tactile feel.
We feature the fastest, cheapest bus up top in a soft-blue card with cost, ETA and map icon, using compact pills for inputs and muted cards for secondary options against our red accents. Rapid prototyping and A/B tests then fine tuned labels, spacing and tap targets for a truly scannable, user-friendly screen.
We celebrate riders by showing trip count, distance, and crowd reports with gentle progress dots and reward cards that acknowledge their achievements.Icon driven rows keep settings navigation effortless and balances the texts. Iterative prototyping and user feedback fine tuned spacing and tap targets so the screen feels supportive and intuitive.
Tapping “Activate” expands a large QR code with a countdown and clear “On Board? Tap Activate. Not yet? Hold off.” instruction, while journey details stay visible below for context. A back arrow and soft card styling give riders control and reassurance, refined through testing for optimal timer visibility and tap targets.
The Challenge
How do I help Mumbai’s bus commuters make more confident, informed travel decisions without overwhelming them or leaving them in the dark while also keeping edge cases like senior citizens in mind, who often face even greater barriers to access and clarity?
Laal Dabba is a bus companion built for the chaos of commuting. Designed with commuters in mind, it offers clarity and real time guidance even when buses are late, crowded, or unpredictable so you can navigate Mumbai without second guessing every move.
Real time information tailored to your route and timing, so you’re never left guessing.
Smart nudges that help you choose better options like less crowded buses or quicker routes.
Whatsapp Bot integration to simplify BEST Bus for
Senior citizens and non smartphone users
Bridging gap between
intention and action
During Testing I went through one of my ideas that hit a road block
there was intention but no motivation to act on feature itself which
would hinder accurate real time information.
To get accurate crowd density reading with frugal innovation without heavy
investment in infrastructure I introduced tracking feature where first it would gently in
modal format about crowd density, users found it useful but had no motivation to report
themselves.
This got me stuck at first as this was crucial for building trust amongst
travellers hence I balanced this by allowing tracking feature only available
at the station while still giving users access to accurate timing it would
take the bus to reach station. so they can reach the bus stop on time.
Commuters often felt anxious and stuck, unsure if the bus was coming or already missed. This uncertainty led to stress and poor decisions. Real time, route specific updates help restore confidence and give people back control of their journey.
Commuters often boarded crowded or slow buses out of urgency, not choice. They lacked the clarity to spot better options. Smart nudges ease that pressure by surfacing quicker, less crowded alternatives in the moment.
Many senior citizens and non smartphone users felt left out by existing apps and relied on guesswork or asking strangers. A WhatsApp bot offers a simple, familiar way to access bus info without needing complex technology.
“Sometimes I don’t know if I’ve just missed the bus or if it’s even coming.”
A commuter shared this after waiting over 20 minutes with no update or bus in sight. She kept scanning the road, torn between waiting and giving up stuck in quiet frustration. What struck us most was how powerless she felt, like the system had simply gone silent on her
• The Solution
Learning to move with confidence and clarity through Mumbai’s bus system with Laal Dabba.
I conducted in depth interviews and field observations to understand how everyday commuters navigated Mumbai’s BEST bus system what information they relied on, how they made real time decisions at bus stops, and what frustrations or needs shaped their daily travel habits.
•Research
Understanding the problem
Interviews were tied to business objectives throughout the research phase while keeping on mind constraints and later grouped together as closely as possible through affinity diagram.
Figma Link to Research file: Click here
My Research led me to few Patterns that guided
my direction
A commuter told us this while describing her daily rush hour routine. In the crowd and noise, asking for directions felt awkward and stressful. What stood out was her desire for quiet clarity to feel informed without needing to ask
“I hate having to ask strangers or conductors where the bus goes I just want to know quietly.”
“Even if I get the bus, it’s so full I can’t breathe. I wish I knew before boarding.”
This was shared by an office goer who often boards the bus just to avoid being late, even if it’s packed beyond comfort. She spoke of standing shoulder-to-shoulder, barely able to move or breathe. What stayed with us was her wish for a simple heads-up so she could choose comfort over chaos.
From this I concluded
Uncertainty and information gaps are getting in the way of smoother commutes making public transport feel more exhausting and unpredictable than it needs to be.
these led to more hard hitting questions of how do I create
a solution that hits all these problems at their core
I had a difficult task ahead of me not just to take in consideration the issues faced by travellers but also the legacy systems in buses which needed more systems level approach.
I learnt that often the problems occurred in the later part of journey sometimes is just a symptom of a more sinister problem towards the start. From this learning combing 5 Why analysis with HMWs to create better ideas made it even more easier to narrow down the features.
•Design
Designing calm, clear and commuter centred journey
I designed Laal Dabba for the commuter who’s just trying to get home tired, uncertain, and caught in daily chaos. It offers clarity without pressure, saying “Here’s what matters now,” not “You should have known.” Legacy constraints helped me stay focused on what really counts: easing real journeys, not perfect ones.
App is
•Reduces daily anxiety, guesswork and helplessness of commuting by making
bus information simple and timely.
•It supports the unpredictability of Mumbai's public transport with real time
updates and context aware guidance tailored to what commuters actually need.
•creates a calm, trustworthy space that helps you feel more in control, respected
and reassured on your everyday journey.
•Doesn't assume you have all the time or clarity. It's made for real time chaos
not perfect planning.
•Doesn't offer complex transit data, technical maps, or overwhelming schedule.
only what's relevant, helpful and easy to act on.
•It's not general purpose travel app. It's built specifically for BEST commuters,
who just want smoother, calmer daily ride.
App is not
Explorations in Design
Product and design decisions are embedded in every element on the interface. While the journey involved many iterations and versions there are few moments where intention and empathy came together in a way that deeply shaped the experience. I’d like to share those with you.
While testing different versions initial version came out to be lacking in conveying accurate information fast without friction, when it came to track their bus there was confusion, and more clicks than necessary which would turn out to be a problem while on the go.
Final version was made by keeping busy commuter in mind and surroundings at the bus stop that play a role.I included buttons that are large enough to be tapped on with when was the information updated at the bottom corner to provide transparency to the commuter about the provided information.
Version 0
Version 1
Laal Daba
Project Role
Full Stack Designer
Duration
2 Months(May'25-June'25)
The Project
For senior citizens and busy workers alike, the system often feels unreliable, confusing, and indifferent to their needs. Most apps don't take into consideration the people and lack of digital infrastructure in place.
Many commuters in Mumbai struggle with daily bus travel because existing tools don’t reflect the chaos of real life commuting missed buses, crowded rides, and unclear routes.
