Now let’s move on to the process and why it needed changes and what could be added to improve the overall experience of the user.
MyBMTC being the official app of BMTC busses in Bangalore, people often have tried to use that but failed due to usability issues. To be honest, I being new to Bangalore have tried to use this app to know about busses but unfortunately, it failed to serve the purpose. In my opinion, it’s very poorly built in terms of UI, and also UX. Not just that, MyBMTC has a really low Playstore and Appstore rating. On analyzing it further in the research phase we found out that many people were frustrated with the app and hence stopped using it. The app was confusing, lagging, and not very pleasant to look at too. We wanted to make MyBMTC a delight to use and most importantly we wanted it to be useful in times of need.
Note: This project was done by me and I was not asked by BMTC or commissioned to do this.
Before diving deep into user research we wanted to understand and analyze the issues ourselves so that we can emphasize with the users in the interviews when they shared their stories with us. We began with using the app ourselves for a day or two and meanwhile looked into the play store reviews.
Here are a few examples: