APSRTC Logistics: a UX case study
About
The Bus Group worked on designing a self-booking kiosk application for APSRTC Logistics, by reducing waiting time for customers, eliminating queues, and making the entire process hassle-free and consumer-centric.
Tools
Figma
Figjam
Timeline
06 Weeks
Group members
Bidisha Dash
Gollapalli Manjayan
Kirti Sah
Ramana Das
Platform
Kiosk
Backstory
Andhra Pradesh State Road Transport Service (APSRTC) is a state-owned road transport corporation in Andhra Pradesh, India. Founded in 1958, APSRTC was the first state to introduce cargo and parcel services. Currently, offline services gather 20,000 traffic per day.
The project was initially focused on the theme of eliminating queues in different sectors of the bus station. Through a detailed research process, we identified six major problem areas that we narrowed down to the elimination of queues in the logistics sector.
Situation
APSRTC Logistics helps customers send and receive parcels in an offline format. During the process of booking the customers have to verbally dictate the details required to the staff members, which consumes a lot of time, and many customers are stuck in the queue for longer durations, which creates frustration for customers.
Design Brief
To design an interactive user experience for the users with which they can book and send parcels without any waiting.
Solution
Research
The research started with the basic primary and secondary research, followed up with interviews for user-persona, then went through various design processes, information architecture, competitive analysis, and landed to building the wireframes, user testing, and the final interface.
User Persona
Information Architecture
Competitive Analysis
Design
Wireframes
Style Guide
Application
Reflections (Impact)
- Redesigned the whole booking experience.
- Eliminated queue and reduced human intervention.
- Reduced fatigue and frustration, and enhanced customer experience.
Learnings
- Designing for a wide number of users means removing inherent biases and using data to make decisions.
- Rushing to the high-fidelity stage might be tempting, but most of the work is everything that happens before that step. The research process and the teamwork gave the overview of how to perform in the environment of building a product.
Next Steps
- We as a team, are confident enough that our solution will work very effectively and will negate the hurdles found during the process of Parcel booking and are planning to pitch our idea to APSRTC Officials.
- This Project was Completed in 6 Weeks and in the coming time we are looking forward to making new iterations as needed.
