Delhi Metro Ticketing System
Semester Thesis Project • IIT Guwahati • 2023
A new system that enables daily travellers to ride with ease on the Delhi Metro.
Role
UIUX Designer
System Designer
Industry
Travel
Duration
3 Months
Guide
Dr Shakuntala Acharya
Context
Delhi's Metro Card system, despite being unchanged for years, suffers from inefficiencies. The cost of maintaining machines, long lines to buy cards, and the ease of misuse through shared swiping burdens the city financially and detracts from user experience.
Goal
Design a new system that enables a daily user to access the metro without having the need to carry the physical card.
Process
Empathise
Existing System Study
Infrastructure Study
Market Analysis
Daily Travellers Study
Empathy Mapping
User Journey Mapping
Define
Design Strategy
User Personae
Ideate
Solutions
Story Boarding
New System
Info Architecture
Prototype
Paper Wireframes
Hi-fi Wireframes
Visual Language
Final Design
Test
Cognitive Walkthrough
how is the current metro system functioning?
The current system constitutes of 3 main entities - The passenger, ticket and the automatic fare collection gate.
Travelling
A task flow of the events that a daily traveller has to go through while travelling with the current system.
1
Enters Station
2
Purchases Ticket
3
Luggage Screening
4
Security Checkup
5
Luggage Collection
6
Takes out the
card/ticket
7
Taps the card at the
entry gate
8
Proceeds to the
platform
9
Rides the Metro
10
Proceeds to exit gate
11
Takes out the card
/ticket
12
Taps the card at the
exit gate
13
Proceeds to exit
14
Exits Station
Ticketing
Different types of tickets/ticketing platforms or alternatives that a traveller uses.
RFID Tokens
Fixed boarding and de boarding
Re issuable
Available at kiosks/counters
Returnable within 60 mins of issue
Not usable on Airport Express line
Time taking to purchase
Single day validity
3rd Party Ticketing Application
QR Code based E ticket
Accepted only on Airport Line
Can de board at a similar or lesser fare station
Monthly pass for fixed pair of stations
Option to recharge cards
Considered travelling without ticket if phone dies
DMRC Smart Card
Freedom of de boarding at any station
10% Discount on rides
Advertising opportunities
Recharged from counters/online/kiosks
Accepted on all lines
Issuing fees of Rs 150
10 years of validity from last recharge
Rs 50 refund on returning
Paper QR Code Tickets
Issued from Kiosk/Counters
QR Code based paper ticket
Same day Validity
Available only on Airport Express Line
Max 6 tickets can be issued at a time
Non returnable
Tourist Card
Issued from Counters
1 Day validity @ Rs 200
3 Day validity @ Rs 500
Same as RFID Card
Rs 50 Refund on returning
National Common Mobility card
RuPay issued debit cards
Usable only on Airport Express line
Similar to RFID Cards
Have to request banks to issue
Debit card functionality
Validity is same as debit card
Available Infrastructure
Various types of Automatic fare collection booths and Kiosks that the traveller interacts with.
AFCs with RFID & QR Code reader.
Available on Airport Express Line stations.
AFCs with RFID reader.
Available on all other stations.
Ticket Vending machines installed at all the stations to buy tokens and recharge smart cards.
AVMs installed at all the station to add recharge value to cards.
Working of Automatic Fare Collection Machine
Step by step breakdown of working of AFCs.
At Entrance Gate
AFC
Card checks for sufficient balance
Card is fed with the origin station code
Gates Open
At Exit Gate
AFC
Card
Machine checks the origin station code
Card is charged with a pre set amount.
Gates Open
Data Flow
Control Unit
Display
RFID Reader
GATE
( Card Details )
( Fare Details & Balance )
( Open/ Close Signal )
Recharging of RFID Cards
Various types of Automatic fare collection booths and Kiosks that the traveller interacts with.
Server
Display
AVM
RFID Card
Website
POS
3rd Party
Apps
( Recharge Value Write)
( New Balance )
( Recharge Request )
what are the market alternatives available?
Since we had decided on a mobile interface solution, we narrowed the scope of market research to then available mobile solutions.
Ridlr
Ridlr is a mobile application that allows users to get QR Code based metro tickets in multiple cities.
It is a multi city service provider
We need to select the city
It has 2 menus on the homepage
Recharge function does not work
We get 2 options in the ticketing menu QR ticket & Trip pass
Gives the option to get a trip pass for a pair of stations
QR Code is shown along with route & payment info
Assistance button provided
Information Architecture
Paytm
Paytm is a mobile application that provides multiple funtions like payments, recharges, travel tickets, banking etc.
Home page consists of multiple buttons
We need to scroll down to find the Metro button
On selecting Delhi metro, we get 3 options - Metro QR Ticket, Smart Card Recharge & Trip Pass
Metro line validity is shown
The live ticket is shown here, if purchased
QR Code is shown along with route & payment information.
Feature to share the ticket is given
Information Architecture
Observations
Good to have
Recharging cards with auto top up
E-ticketing saves time
Metro line validity shown
Assistance provided on how to use
Multi passenger ticketing
Bad to have
Feature to recharge cards not functional
Need to generate new QR Code every time
Bad User Interface
No dedicated menu for ticket history
No shortcut to directly jump to ticket menu
how are daily travellers commuting?
I tried to understand daily metro travellers by conducting a focus study among 3 participants. The goal was to identify the different aspects of their daily metro travelling. Below are some of the questions that I asked.
Questions
What is the frequency of travelling?
What is the average time spent on a ride?
Explain the procedure of availing tickets.
Explain the procedure of travelling by Smart Cards.
Explain the procedure of recharging cards.
What is the frequency of recharging cards?
What is the usual recharge amount?
Book a ticket with Ridlr.
Why do you travel by metro?
What is the motive of daily travelling?
Some of the responses
I travel daily 2-4 times.
You cannot recover the money from a lost smart card.
Recharging the cards is a 2 step process.
Metro is inexpensive to travel.
The kiosk doesn’t accept notes most of the times.
Finding the card on the entry gate is problematic. So, I carry it in my phone case.
Key Statistics
10-12
Trips / Week
Frequency
30 - 45
Mins / Trip
Average Time
Metro Card
Preferred
Mode
Key Insights
People prefer to travel by metro.
Metro card is the most preferred way.
The money is stored in the card and not in any server.
There is no identity attached to the Metro Cards.
Recharging the card takes 2 steps : Payment & Top up.
People often share their cards with friends and family.
Buying tickets take 5-6 mins on an average.
The kiosk doesn’t accept notes a lot of the times.
QR codes is available at select stations.
People need to recharge the cards every week.
Empathy Map
SAYS
Recharge the card with Rs 20 amount.
Give one ticket for RK Puram Station.
Kiosk is not accepting notes.
My card is not working.
Where is the AVM for recharging?
Where is the restroom?
When will the services resume?
THINKS
How to reach on time?
Will it be crowded at the station?
How much balance is there in the card?
What metro line to take?
What will they do at the destination?
Will they get a seat ?
FEELS
Nervous about delays.
Frustrated about recharging the card.
Annoyed by misplacing the card.
Annoyed from switching apps.
Frustrated from kiosk not accepting notes.
DOES
Finds the metro card from the wallet/purse.
Often stores the card in phone case.
Goes through Security check.
Checks fare and route information.
Taps the card on the AFC gates.
Buys token .
what does their user journey looks like today?
Action
Task List
Feeling
Adjective
Improvement opportunity
Reach Metro Station
Catch a rickshaw/ walk
Reach Metro Station
Wait in the line for security
Annoyed to find a medium to reach station
Hurry to reach station
Annoyed to wait in line
Local transport system to reach metro stations
Express lines at security gates for people in hurry
Reach Platform
Tap the metro card
Proceed to the platform
Annoyed to find the card
Unsure about the available balance
Application for ticketing
Balance information in the application
Board the Train
Wait for the metro to arrive
Board the metro
Overwhelmed by the crowd inside train /
Happy to see an empty train
Concerned about safety while boarding
Booking seats before journey commencement
Organised boarding
Reach Destination
Find a place in metro to sit
Wait for the train to reach the destination
Onboard entertainment system
Exit the Metro Station
Tap on the exit AFC gate
Proceed to the Exit Gate
Unsure about the fare on less taken route
Relieved to reach the destination
Fare information on the application
Action
Task List
Feeling
Adjective
Improvement opportunity
who are the ideal users?
Scenario
College student who travels from his home to college 5 days a week. After college hours, usually hangs out with friends.
Naman
23 Years
College Student
RK Puram
“Metro has become a second home for me. I have to daily spend 2-3 hours on average to commute to my college”
Goals
To have an affordable and safe commute
Frustrations
He finds it difficult to carry cards
Finds it frustrating to go through multiple steps to recharge the card.
Motivations
To not carry a physical card
To have a ride history
Recharge with ease
Get notified
Scenario
Working individual who travells to his office via metro. His environment doesn’t allow him to carry a mobile phone.
Krishna
45 Years
Production Engineer
Noida
“My office environment doesn’t allow mobile devices. It is hard for me to stay available on my phone.”
Goals
To travel seamlessly
Have a balance history
Motivations
To not carry a physical card
To have a ride history
Recharge with ease
Get notified
how should we proceed the design strategy?
Based on the previous stages and the goal of the project, I outlined a few directions for the design strategy.
2
“ What about the current balance in the card. ”
Linked Platform
Travellers have balance in their cards at all the times.
1
“ How is this going to be better
for me? ”
All-in-one platorm
Daily commuters have to go through recharging and ticketing as the most frequent task. They also seek for a log of how the balance is being spent.
4
“ QR Code tickets need to be purchased everytime.”
Seamless Travel
Travellers want to have a seamless travelling experience and avoid repititive steps.
3
“ I am not allowed to carry phone to
my office.”
Backup mode
In a lot of scenarios of daily travel such as commuting to schools, restricted places etc dont allow a mobile phone.
6
“ I don’t know about the schedule
or delays”
Updates
Travellers want to be updated regarding changes in schedules and delays on metro lines.
5
“ What if the phone dies?”
Support
Travellers want to avoid uncertainties while travelling.
what are the ideas?
After having a strategy in mind and user personae for reference, I brainstormed on solutions, made story board & information architecture.
All in one platform
An application with the feature to
Generate QR Code Tickets
Recharge Cards
View Ride History
Linked Platform
The Account will be linked with their previous cards so that the money in their cards can be utilised for future journeys.
Backup Mode
QR Code Ticketing will be available in case of face recognition failure.
The Physical Card will be linked to the account and can be carried as a backup in situations where a phone cannot be taken.
Support
In case of a phone dies in mid journey, the traveller can be charged the original fare from the boarding station.
This can be achieved as the ticket will be linked to an account.
If the recognition fails, the system will know the journey details for manual ticketing.
Seamless Travel
Facial Recognition will provide easy walk through ticketing.
The QR Code ticket can be obtained without the need to purchase every time.
The fare can be collected from the account balance.
The traveler will have the flexibility of de boarding at any station.
Updates
Travellers can be updated via push notifications through the application.
Modes of Ticketing
RFID Card
Tap, go, enjoy! Ditch paper tickets and store them securely on a handy RFID device.
QR Code
Scan & enter! Skip the paper, scan your phone, and enjoy the event instantly.
NFC
Tap & go! Easy, contactless entry to events with your phone.
Facial Recognition
Scan & enter! Skip tickets, biometrics secure your event access.
GPS
Go anywhere, fare adapts! Location-smart tickets for personalized travel.
Evaluation of Ideas
how is the new story going to look?
I created a story board to visualise an scenario of the solution.
1
The passenger Reaches the station
2
Walks through the Facial Scanner
3
Shows QR Code if recognition failed.
4
Proceeds to the platform
5
Boards the train
6
Deboards the train
7
Proceeds to the exit gate
8
Walks through the Facial Scanner
9
Shows QR Code if recognition failed.
10
Exits the station
how is the new system going to function?
For further of the process, we decided to proceed with the constraint that the new system should be easily adapted to the current system with as less expense as possible. We ideated on a retro-fit solution.
Old
Control Unit
New
Control Unit
Camera
RFID Reader
Gate
RFID Card
RFID Emitter
Face
Server
Display
Speaker
QR
( Visual Feedback )
( Card Details )
( Open/ Close Signal )
( Card Details )
Virtual RFID Card
( Face Details )
( QR Details )
( Verifies )
( Audial Feedback )
what about the information architecture?
The mobile device interface solution's architecture was mapped out for further process.
Facial Information Register
Home Screen
Authentication
Splash Screen
Get QR Code
QR Code Ticket
Week/Month wise Graphs
App wise Usage
Saved Cards
Primary Card
Other Cards
Ride History
Ride Overview
Menu
Facial Recognition
Account
Add Card
Help
Signout
Notification
Notifications
lets put the interface ideas to life.
adding a visual language to the ideas.
how is the final interface going to work?
giving interactive prototype a run.
Please check out our prototype of the application. Please click/tap on the text boxes to fill them.
testing the product concept with our users.
After designing the application, I performed usability testing with 5 volunteers. Below are some of the questions/actions I asked them to perform.
Questions
Avail tickets through the application.
Recharge your card.
How was your experience of using the app?
How adaptable is the interface?
Would you prefer to use this Application?
What are the problems that you faced?
Does it serve your purpose?
Set up Facial Recognition.
What change can this application bring to your journeys?
What are your suggestions?
Some of the responses
I don’t need to worry about losing my card.
It would have been better if you provide a small widget to directly access the QR code.
Time can be saved by using this application.
I won’t have any problem in shifting to this system.
Nice to see that this has a backup solution in case of restricted situations.
This system is better than the existing one.
whats next?
While we were working on designing a new system for the DMRC, they introduced QR code-based ticketing alternative on all the routes. But the pain point of purchasing a ticket for each jorney still exists.
Next Steps
Delhi Metro already has their own application, so I would like to design both the applications as a one stop solution for all the metro needs.
I see a scope for more research in different markets across the globe. This will definitely help in shaping the second version of the application better.
On a national level, the system can be implemented for the ease of availing public transport.
Designed with love by Rishikesh
