NFC-powered payment System for public Transport
Optimizing Ticketing for Delhi Metro
COMPANY
Delhi Metro Railway Corporation
ROLE
UX Designer & Researcher
Team
3 members
YEAR
2022
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TL;DR
Project Overview
Optimizing the Delhi Metro ticketing process by implementing an NFC-based app featuring a digital travel card, individual token management, and balance inquiry functionality.
My Contribution
I led a team to implement a contactless fare system for the Delhi Metro Railway Corporation, conducting user research. Also designed the system's information architecture and created UI screens for the app.
Intended Impact
To Reduce queue times, shorten overall commuting times, enhance safety, improve commuter experience, and support social distancing, while boosting operational efficiency and public confidence.
My learnings
Found immense importance in periodically obtaining feedback from third parties not involved in the project often providing fresh perspectives that we might overlook.
Current TECHNOLOGY Used for Ticketing
Longest Metro Network
390 KM
12 color-coded lines.
Daily Ridership
4.62 Million
Daily Average passengers
Affordable & Accessible
$ 0.71 average
Economical to all income groups
Who are we building for ?
DELHI METRO RAILWAY CORP
Token Sale
Add Value
Please select a Service
Ticket Vending Machine
Ticket Vending Machine
Purchase Smart Card or token to travel
Recharge Smart Card
RFID Smart Metro Cards
Tap on Automatic Fare collection gate to begin ride.
Uses Radio Frequency Identification (RFID) technology to track travel stops and store card balances efficiently.
Top-Up
Dwarka Sector8
Please select an operation
Enquiry
Add Value Machine
Check smart card balance
Recharge smart card after online payment.
Our Mission Statement
Our Problem Statement
The Delhi Metro's ticketing system is inefficient, with issues like long wait times, delays in ticket purchases, and complicated recharge processes, causing commuter frustration.
Problems Identified
Long queue times
Inability to check card balance
TVM not accepting cash
Lengthy
Recharge Process
Forgetting amount left in smart card
Difficulty in managing multiple cards
How did we identify Problems ?
Current System Evaluation
To better understand how the problem impacted our stakeholders, the exploration was focused on the current process of ticketing. We studied and explored the user flows of the different payment methods and verified our assumptions through primary research consisting of a survey and semi structured interviews.
Survey
Participants
135
Tools Used
Qualtrics
Time duration
1 week
Semi Structured Interview
Participants
15
Time duration
30 mins
Method
Hybrid
Insights
Station Crowds and Long Queues
There is a significant shortage in the number of TVMs in highly crowded stations which causes long queues and delays during rush hour. Subsequently leading to huge crowds gathering at the ticket counters which are unequipped to handle them.
Lack of Awareness of Online recharge methods
A majority of our participants indicated that they were unaware of the option to recharge their smart cards online with the help of UPI apps.
The users expressed their dissatisfaction with having to recharge online and then use the AVMs to complete the process diminishing the value of online recharge.
Multiple Card Management and Balance Monitoring
73 users from the survey and all 15 users from our interviews stated that they possessed multiple smart cards reasoning to have lost , damaged or zero balanced their previous cards.
All users have previously felt the need to view their card balances and certain uses have faced situations which have led to longer wait times and delays due to this.
Technicality of TVMs
First time users felt a clear lack of instructions when using the TVMs and no staff present to guide them leading to prolonged recharge processes and a dismal growth in the adaption of these devices.
What can be done ?
Ideation Process
To address the issues identified during our research, we participated in 2 separate ideation sessions one focusing on smart cards and the other focused on one-time travel tokens. Each session lasted for 30 - 45 minutes, where we ideated on solutions and weighed the consequences of each solution on the system that would be implemented.
6-3-5
Ideation Method
How - Wow - Now
Ideation Method
6-3-5 Ideation Method
How-Wow-Now Ideation Method
Solutions Identified
Smart Cards
NFC Based Smart Card System
(Tap and go)
Replacing RFID based smart cards with NFC based mobile cards to establish an online ecosystem that allows users to recharge, check and navigate the metro system through a central app.
Online recharge functionality for Smart cards
The NFC based smart mobile cards will allow users to recharge their smart cards online eliminating the need to wait in lines to use the TVM & AVM machines.
This will also allow integration with UPI apps and online wallets to reduce the need for repeated recharging for daily commuters.
Balance monitoring
The App will also the option to track card balances with a wallet feature tracking individual card payments for every journey and alerting the user to recharge their cards on reaching zero balance.
Single Pay Tokens
Online QR token generation
To reduce the need for Reusable Physical Tokens, we wanted to implement a online QR code generation system which when scanned at stations will redirect users to the website allowing them to purchase QR tokens sent directly through messages.
Multiple member tokens
Our Research prompted that families often purchase tokens together for elderly or younger members of the family, which encouraged us to implement multiple member tokens allowing the purchase of a single token for multiple people to pass through the AFC gates.
Low Fidelity Wireframes
Value Proposition & Business Canvas models
As a crucial element of our project was that the Delhi Metro is a government funded operation, it was very important to establish the benefits offered by this changes made to the system and how it would affect the revenue streams as well as passenger flow and experience overall to warrant changes.
Business Canvas Model
customer profile
Value Proposition
NFC based digital/Physical Metro card
Online Ticket
Online Metro card Recharge
Online Wallet
Reduce in long queues
Time Saving process
Less maintainance of TVM
Reduction in wastage of paper and plastic
GAIN CREATORS
PAIN RELIEVERS
PRODUCTS AND SERVICES
Easy to recharge and check balance
Easy access to ticket.
Requires less maintainance
Easily accessable to information
Promotes digitizatization
Easy to use
Easy to recharge and check balance
Time saving
Provides most relevant information
Buy tickets.
Recharge smart card.
Checking balance on TVM or AFC gates.
Top-Up through AVM machine
Tap on AFC Gate for entry and exit.
Buy a new Smart Card.
Waiting in a long queues.
Recharging Smart card
Buying Token (long Queues)
Difficulty in checking balance.
GAINS
CUSTOMER JOBS
PAINS
What We Optimized ?
NFC based Ticketing through DMRC App
Skip the Lines with the New DMRC App!
Tap and go with our latest features—no more physical cards or tokens! Our improved payment system leverages NFC technology for seamless travel. Easily check your transaction history, recharge your smart card, find routes, and more—all in one place.
Upgrade your metro experience with the new and improved DMRC app!
NFC enabled Digital Smart Card
Tap and Go
Breeze through AFC gates with a simple smartphone tap, drastically reducing queuing time. Say goodbye to long lines for tickets or fumbling with cash and cards—this system ensures swift, seamless access to your commute.
NFC vs RFID
NFC : There are several distinct advantages of using NFC tech in transit systems, including smartphone integration, secure encryption protocols, and real-time data exchange for seamless fare payments and recharges.
RFID : More effective for backend processes like tracking card fares, it typically supports one way communication reducing the potential of user interactivity and added operational features.
Seamless Travel, Instant Payments !
Instant Recharge & Wallet
Connect directly to payment servers for hassle-free recharges and instant fare deductions.
Track your transactions in real time and stay in control of your travel expenses with ease!
Multiple Card Management
Add multiple accounts to your app to manage multiple cards at the same time and forego the problem of keeping track of multiple physical cards.
Digital QR Tickets: Tap, Scan, Ride!
One Pass, Multiple Travelers – No More Queues!
Ditch physical tokens and tickets—buy a single travel pass instantly on your smartphone for multiple users. Skip the lines and enjoy a faster, hassle-free transit experience!
Ride Instantly—No App Needed!
Scan the QR to begin journey
Just scan the QR codes at Metro stations to purchase your ticket on the spot. Tap into the NFC-enabled system for a fast, seamless journey!
Logo Redesign
We implemented changes to the DMRC logo to reflect the new and optimized system while honoring the original brand design established over multiple years and promoting trust and recognition among its users.
Curve added to the logo signifies wireless connectivity
The shape represents the dynamism and mobility of the Metro
The Color red has been used to signify safety and speed and blue to signify reliability
Design System
Our Design system was reflective of the existing color scheme established by DMRC which we felt had left a lasting impact on all its users, which prompted us to utilize this system to implement elements that are clean and remenant of the systems smooth flow.
What changed and what can be changed
Impact and Learnings
Future Implementation
Implementation of QR Scan and Digital Tap Card
On 20th August 2023, the QR Scan and digital tap card system was physically implemented as a trial system to reduce long queues and wait times. It was permanently adopted after a 6 month trial phase and is now the primary mode of ticketing.
Ability to adapt for contactless travel
This system can be easily adapted to meet the demands of challenging situations like COVID, offering a fully contactless travel experience to ensure safety. It also promotes sustainability by reducing the reliance on plastic and paper tickets, minimizing waste and supporting eco-friendly travel options. The seamless integration of digital solutions helps create a safer, greener, and more efficient transit system.
What could have been done better
Interviewing a Wider Demographic
Due to time constraints, we limited our demographic to working professionals and students. However, with Delhi's large and diverse population, this may have introduced some bias in our insights, potentially overlooking the needs and preferences of other groups. A broader range of demographics would have allowed us to refine the features further and ensure the system is inclusive and adaptable to all users.
KPI Evaluation and Modification
Evaluating our system and measuring key performance indicators (KPIs) would have provided valuable insights into its effectiveness, allowing us to better tailor the system to align with the public sector's business model. This data-driven approach would have helped refine our solution, ensuring it meets the unique needs and operational challenges of the public sector while enhancing overall efficiency and adoption.