Pune Metro is coming up as a back bone of the public transport system in the city and also the flagship project of the current government under the smart city program. I see this positive change in transport infrastructure as a huge pool of design opportunities to take some pre-emptive steps and make this project a huge success by providing new metro commuters with the utmost customer satisfaction.




  • I reviewed the official project documents available online and also went through some of the social media reviews, press releases, blogs, etc. to get some valuable insights about the plan and progress of the project.

  • I also took inspiration by studying how the metro systems are working and what are the challenges faced in different cities of India as well as abroad. I framed the current user journey flow based on this analysis to get a closer view of the user activities.

  • I set my focus on the commuters from different age groups and backgrounds, experiencing metro for the first time as the project is new to the city and majority of the people would be from this category.







  • Complex structure of maps makes commuters prefer asking other travelers and hence wasting lot of time in navigation

  • People avoid taking tickets from the ticket vending machine as they require some training to operate it

  • Not knowing how metro system works and scattered information available online increases travelers' anxiety

  • Differently abled passengers are not able to experience the full spectrum of benefits if the system is designed without considering their challenges




From various sources, discussions with frequent local train commuters in Pune and Mumbai, and through my personal visit to Jaipur and Mumbai Metro I gained some valuable insights that helped me come up with a plethora of ideas. I then analysed them for impact, technological and economical feasibility and ingenuity. This step aided me to filter out ideas and combine features. I finalized three solutions for better service of users. We then tested the design with potential users and improved it based on the feedback received.



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Name: Adarsh Singh

Age: 23

Hometown: Indore

Love for travel: 8/10

Technology: 9/10

Confidence: 5/10

Adarsh is an engineer and now works in an IT company. He does not understand the local language. He uses local train once in a while to commute from his home to the office. Being new to the city he takes a cab to explore new places in the city. However, he is not happy with the traffic congestion problem. In his free time, he likes to read and watch movies.

Goal: To reach office on time and for that get a convenient, sustainable mode of transport.

Frustration: Does not know the local language, so has a problem in utilizing the current transport services to its full potential.

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Name: Pratibha Kale

Age: 62

Hometown: Pune

Love for travel: 6/10

Technology: 3/10

Confidence: 8/10

Mrs. Kale is a retired government servant. She has been living in Pune for more than fifty years and thus is well aware of the nooks and corners of the city. She has been using the PMPML regularly for travelling in the city. She loves to listen to music and to cook.

Goal: To get an efficient transit service within the city areas.

Frustration: Waiting in the queue to buy tickets. Bus service in Pune not comfortable for older citizens.

How might we take pre-emptive design decisions to make the upcoming Pune Metro a reliable, safe, commuter friendly transit system?





The first schematic diagram of Pune Metro Map after brainstorming.

For Pune Metro map, I decided to use color codes for lines to simplify the process of finding stations. It will help users remember lines by their colors even if there is a more complex rail line structure in the future. I was inspired after studying the 'Mumbai rail map' project undertaken by professor Mandar Rane and his team of design students at IDC. I decided to apply the box grid and index layout to the map after analyzing its benefits from their work.



I studied different existing ticket vending machines online as well as in-person and tried to keep the design of its interface as simple and intuitive as possible. The challenge was to reduce the ticket vending time to make it more preferable over the manual ticket booking at the window.



As the target user was the one new to metro, I included very simple flows keeping English as the language of the mobile app. Here the aim was to keep the user informed about all the services offered at all stations and to make him aware of the metro line network and related updates.











Landing page with three different language options for users to select

Users can select among map, fare chart and buy ticket tasks

'Fare Chart' to confirm the distance and price of the ticket


Map to keep user informed about the stations and the current location

'Buy Ticket' button will take user to the journey details screen

User can select the destination from stations sorted based on line color


The ‘previous’ and ‘next’ arrows in the station list indicate change in line color.

Interactive selection of the station

User can choose the number of tickets he wants to buy


After entering all the inputs, user can confirm and proceed

Payment screen shows the ticket buying summary and the instruction for payments

Thank you screen will appear on the successful transaction



A notification seeking access to the device's location in order to provide user with the nearest metro station information.

A simple home page to reduce commuters' anxiety. Notifications can be accessed at the upper right corner.


Hamburger icon is to easily access all the secondary information. ‘Get Smartcard’ option to avoid queues.

User can select the start and end stations from the A to Z stations list to quickly see the route details.


Important details like cost, distance, time, number of stations and route interchange will appear at the top as a summary. Detailed click-able view will appear below it

'Google Map' option will display the map pertaining to the route chosen with imposed color coded station markers.


'Metro Map' option is given at the home screen to quickly view the easy-to-understand schematic transit map

'Station Info' menu on home page will display a list of stations arranged in a sequence for each line. User can tap on the station name to see all the details of the same.


Station information is systematically arranged in different categories.

Automatic fare calculator will help the user know the expenses. Fare chart is displayed for user's easy reference of calculations.







I could glance into the service design domain through this project. My key learning from this project was that when designing a service, one must consider all products, parallel services, and people that interact with the system. Several features in the solution were informed by experienced users who knew the system intimately. I also learnt about a few important parameters of cartography like colour coding, typeface size, legibility, printing and viewing distance etc. Also I thoroughly understood how important design decisions like services for differently abled persons are to make the system all-inclusive.