Designing The User Experience Of Auto- Commuters In City

Jesal Chitalia NSCAD University Masters of Design 2018 Designing The User Experience Of Auto-Rickshaw Commuters In Mumbai City

By Jesal Chitalia

This thesis is submitted to The School of Graduate Studies in partial fulfillment of the requirements for The Master of Design Degree.

Approved By :

Dr. Rudi Meyer (Director, Master of Design Program)

Professor Michael LeBlanc (Division of Design) Designing The User Experience Of Auto-Rickshaw Commuters In Mumbai City

Thesis project based on the transit system in Mumbai, .

A thesis project presented to The School of Graduate Studies - Nova Scotia College of Art & Design in partial fulfillment of the Requirements for The Master of Design Degree Program.

By Jesal Chitalia

NSCAD University, Halifax, Nova Scotia Canada April 2018 This thesis focuses on auto rickshaw in Mumbai city and the challenges faced by its users. Auto have survived in the country since the era of the British; they are small three-wheeled vehicles which serve as a system in Mumbai city and are used by the majority of city commuters. The basis for this research initially stemmed from my passion for designing for the society and improvising the current systems. As the world moves further into the digital age, generating innovative technology and digital- born content, there is a significant demand and need in India for this transition from the manual to the technological.

The project has been undertaken as a requirement for the NSCAD Masters of Design program. My research was formulated together with my respectful mentor, Dr. Rudi Meyer. The study was challenging, but conducting extensive investigation has allowed me to identify the major hurdles and research questions. Fortunately, both Prof. Michael LeBlanc and Prof. Christopher Kaltenbach were always available and willing to guide me throughout my project.

I would like to thank my professors for their excellent guidance and support during this process. I also wish to thank all of the respondents, without whose cooperation I would PREFACE not have been able to conduct this analysis. To my other colleagues at NSCAD University.: I would like to thank you for your excellent cooperation and critics. It was always helpful to bat ideas about my research around with you. I also benefited from debating issues with my friends and family. If I ever lost interest, you kept me motivated. My parents deserve a particular note of thanks: your wise counsel and kind words have, as always, served me well.

I hope you enjoy your reading.

Jesal Chitalia (UI/UX Designer) Since the development of auto-rickshaws in India in the late 1950s, these vehicles have become an indispensable part of urban mobility for millions of people. Auto rickshaws play a vital and vigorous role in India’s urban transport systems. They also represent a very improvisational and increasingly inefficient sector – and they are getting lost in the changing dynamics ABSTRACT of urban mobility in India. Today, with increasing urban populations, there is growth in demand for urban transport, growth in private motorization and a decline in share. How do auto rickshaws fit in and have a role that is efficient – for both the operators and their passengers? And how can this mode of paratransit contribute to urban transport sustainability – through both increasing efficiency and safety for everyone on the roads? CONTENTS

Introduction 16

Theoretical Framework 18 Background 19 About Mumbai City 21 Auto Rickshaws in Mumbai 30 Market Characteristics 36 Operational Characteristics 39 Auto Rickshaw Drivers & Users 40

Current Challenges 44 Problems faced by Drivers 45 TABLE OF Problems faced by Passengers 48 CONTENT Research Design 58 Methodology 60

Research Process 68

Design Iteration 71

Application Concept 76

User Interface Design 96

Application Design Prototype 114

Conclusion 116 Copyright © 2017 by Jesal Chitalia All rights reserved. This book or any portion thereof may not be reproduced or used in any manner whatsoever without the References 118 express written permission of the publisher except for the use of brief quotations in a book review. Images in this book are taken from various sources. Design & illustrations are created by Jesal Chitalia LIST OF FIGURES

Fig. 1 Map of Mumbai city 23 Fig. 2 Road way map of Mumbai city 29 Fig. 3 Auto Rickshaw chart by Ridlr 35 Fig. 4 Age profile of Auto drivers 40 Fig. 5 Outline of UX Design 63 Fig. 6 Mindmap of Auto Rickshaws in Mumbai 64 Fig. 7 Illustration sketch of Thesis problem 65 Fig. 8 Infographic of Thesis overview 67 Fig. 9 Flow Diagram - New users using the App 73 Fig. 10 Flow Diagram - Existing users using the App 74 Fig. 11 Rough Sketch - App process iteration 1 77 Fig. 12 Rough Sketch - App process iteration 2 78 Fig. 13 LFW - Application Landing Page 81 Fig. 14 LFW - On Process 82 Fig. 15 LFW - Application Features 84 Fig. 16 LFW - Application Features 86 Fig. 17 HFW - App Loading Page 89 Fig. 18 HFW - App On Boarding Process 90 Fig. 19 HFW - App Features 92 TERMS & DEFINITIONS

NMT - Non Motorized Transport

ASI - Avoid Shift Improve

MCGM - Municipal Corporation of Greater Mumbai

IT - Information Technology

ITES - Information Technology Enabled Services

MMR - Mumbai Metropolitan Region

LFW - Low Fidelity Wireframe GLOSSARY HFW - High Fidelity Wireframe Urbanization is on the rise throughout the world, and there is no better example of this than Mumbai. Forty percent of the population in India lives in cities, a number increasing rapidly due to economic migration from rural areas. This movement places immense stress on the Mumbai infrastructure that is invariably catching up with this burgeoning growth. In particular, urban transportation is in tremendous demand as new and old residents need ways to get to jobs, often living far away where housing is more affordable. Mumbai, as a city of over 22 million people, is no exception and has severe transportation challenges. In addition to and mass transit (local trains, Metro, and BEST ), there is a third form of transportation — standard public transport in the form of auto-rickshaws that serve an essential role in the para-transit system of the city.

Auto-rickshaws provide door-to-door service and act as a feeder source to public transit, with eleven percent of railway commuters using rickshaws to access the stations. While auto-rickshaws serve an integral transport role to residents of Mumbai, there are still problems with the current system, from the perspective of passengers, drivers, and the government (Thomas, D. G. (2013).

The goal of this study is to better understand the role of auto-rickshaws in Mumbai’s INTRODUCTION transport system and the distinct challenges and opportunities that the sector presents in promoting a sustainable transport method for Mumbai. In particular, the focus of the study is on auto-rickshaws that provide a taxi service and the share auto-rickshaws that provide fixed route easy public transport at some locations in Mumbai.

I aim to answer some of the following questions: How is the auto-rickshaw industry in Mumbai part of a sustainable urban transport system? How can auto-rickshaws provide comparable mobility to that of a private vehicle? How do auto-rickshaws benefit residents and drivers? What are areas for improvement from the driver, user, and environmental perspectives? How do auto rickshaws fit in and have a role that is efficient – for both the operators and their passengers? And how can this mode of paratransit contribute to urban transport sustainability – through both increasing efficiency and safety for everyone on the roads?

This study of auto-rickshaws assumes that both sustainable urban transport and sustainable livelihoods are desirable in the future of Indian cities, in particular, Mumbai. Sustainable urban transport aims to reduce reliance on automobiles and their corresponding problems of traffic congestion, air (emissions) and road fatalities in favor of alternate forms of transport (such as non-motorized transport (NMT) and public transport) that allow the same degree of mobility.

Page. 17 BACKGROUND

A recent publication by EMBARQ India, highlights the role that auto- rickshaws can play in Indian cities in promoting sustainable urban transport, as part of the Avoid-Shift-Improve (ASI) framework. The Bhat, A’s.(2012) study shows that auto-rickshaws can help catalyze the shift from private vehicles to more sustainable transport modes, by i) providing access to public transport systems such as buses, railway, Metro-rail and Mono-rail, and ii) serving as an alternative to private vehicles for more occasional trips requiring on-demand, door-to-door connectivity.

Sustainable livelihoods are those that contribute to better living conditions and an improvement of assets to help vulnerable populations withstand shocks and stresses to the system. The Sustainable Livelihoods Approach considers access to five holdings as crucial to being able to make a living:

THEORETICAL • Social including networks, relationships, leadership; • Human such as knowledge, health, and education; • Natural including access to potable water, land, and nature; FRAMEWORK • Physical such as infrastructure and technology; • Financial such as access to monetary income, credit, and pension.

These studies highlight the role that auto-rickshaws can play in promoting sustainable urban transport and sustainable livelihoods. This study sets out to explore how Mumbai’s auto-rickshaws fit into a viable public transport system and whether they can provide sustainable livelihoods to their drivers.

The study is based on a ground-level assessment of the sector and its role, with the aim of understanding several potential challenges that it faces. Up to this point, there has been a comprehensive study of the auto-rickshaw sector in Mumbai. Auto-rickshaws have been studied in other Indian cities, and transport studies have been done in Mumbai, but never has one solely focused on exploring all the aspects of Mumbai’s auto-rickshaw sector and how it can be made more efficient.

Page. 19 LITERATURE REVIEW Mumbai Understanding the thematic area : City

• Area & Demographics • Sex-Ratio Mumbai Profile • Socio-Economics • Traffic & Congestion • Auto-Rickshaw Transport

• Auto-rickshaw Permits & Regulations Regulations •

Market • Market Size & Age Characteristics • Engine and fuel characteristics

Operational • Locations of Demand Characteristics • Daily trip characteristics Mumbai formerly known as Bombay, (the Mumbai was created on seven distinct official name until 1995) is the capital islands and has grown upward and outward city of the Indian state of . It since then. Greater Mumbai comprises Profile of Auto- • Auto drivers age profile Rickshaw Drivers • Where are they coming from? is the most populous city in India with an Mumbai City (the Island City) south of estimated city population of 22 million. Mahim Bay and Suburban Mumbai stretching

• Age profile Along with the neighboring regions of north to Dahisar and east to Creek. • Gender profile the Mumbai Metropolitan Region, it is the The Mumbai Metropolitan Region (MMR) • Income profile second most populous metropolitan area also includes the areas of Thane, Navi • Usage of Auto-rickshaws by Time-of-day Profile of Auto- in India. In 2008, Mumbai was named Mumbai, Kalyan-Dombivali, Vasai-Virar, rickshaw users • Trip purpose • Frequency of Usage an alpha world city. It is also the wealthiest Mira-, Bhiwandi-Nizampur, and • Infrastructure city in India and has the highest number Ulhasnagar (Wikipedia, 2017) • Sites of demand of millionaires and billionaires among all cities in India. Its location is prime owing to • Driver proximity to the coast and is considered to Current Challenges • Passengers • Government be the financial capital of India and home to the film industry.

Page. 20 Page. 21 Area & Demographics

According to the 2016 census, the With available land at a premium, Mumbai population of Mumbai city was 22,000,000. residents often reside in cramped, The population density is estimated to relatively expensive housing, usually far be about 20,482 persons per square from workplaces, and therefore requiring kilometer. The living space is 4.5 square long commutes on crowded mass transit meters per person. Mumbai Metropolitan or clogged roadways. Many of them live in Region was home to 20,748,395 people by proximity to or train stations although 2011. Greater Mumbai, the area under the suburban residents spend significant administration of the MCGM, has a literacy time traveling southward to the central rate of 94.7%, higher than the national commercial district. Dharavi, Asia’s second average of 86.7%. The number of - largest slum is located in central Mumbai dwellers is estimated to be 9 million, up and houses between 800,000 and one from 6 million in 2001; that is, 62% of all million people in 2.39 square kilometers Mumbaikars live in informal . Mumbai (0.92 sq mi), making it one of the most suffers from the same major urbanization densely populated areas on Earth with problems seen in many fast growing cities a population density of at least 334,728 in developing countries: widespread poverty persons per square kilometer. and unemployment, poor public health and Figure. 1 Map of Mumbai City poor civic and educational standards for a large section of the population.

Page. 22 Page. 23 Sex Ratio :

Just over 50 percent of residents are male, with a sex ratio of 852 females for every 1000 males. The literacy rate for persons above seven years of age is 90.28 percent (Bhat, A. 2012).

Socio-Economics :

Mumbai is a center/hub for financial services, information technology (IT), information technology enabled services (ITES), media, entertainment, hospitality, and tourism. While much of industry is still concentrated in Mumbai City, there has been a push to expand business locales to other areas so that pressure on the transport sector will be better distributed. To this end, there has been a concerted effort since the mid-1990’s to shift or expand the financial district to the Kurla Complex in the Suburbs. Andheri- Kurla Road in the north has also become a center for IT and ITES (Subbarao, S., & Rao, K. 2014).

Page. 24 Traffic & congestion :

Public transport in Mumbai involves the transport of millions of its citizens by train, road, and water. Over 88% of the commuters in Mumbai use public transport. Mumbai has the largest organized bus transport network among major Indian cities. Mumbai’s public transportation consists primarily of on exclusive suburban railway lines augmented by on main lines serving outlying suburbs, the bus services of the three municipalities making up the metropolitan area, public taxis and auto- rickshaws, as well as services. A metro and a monorail system have recently been inaugurated. A commercial Seaplane Service has recently been introduced (Wikipedia, 2016).

There is no scarcity of transportation options in Mumbai. A thick network of roads encompasses the city as well as three train lines, one metro line, one mono-rail line, buses, taxis and auto-rickshaws. Auto- rickshaws, by law, are relegated to Suburban Mumbai, with Bandra and Sion being the southernmost neighborhoods where auto- rickshaws can ply, while the northern boundaries of operation are the limits of the Mumbai Metropolitan Region (MMR).

Page. 27 The road network runs mostly north to south with smaller roads connecting along the east and west. There are three major highways: the Western Express Highway, the Eastern Express Highway and the Sion-Panvel Highway. According to a Road Network Inventory Analysis done in the CTS, 47 percent of roads in Greater Mumbai have “good” pavement condition (over satisfactory or poor). However, there are many old and narrow streets throughout the city that suffers from a lack of maintenance and traffic and parking enforcement.

Ownership of private vehicles in Greater Mumbai has been on the rise with almost 600,000 private and 1.5 million two- wheelers as of March 2011. In recent years there has been increased funding for roads and flyovers. According to Greater Mumbai’s budget estimates for 2012-13, there is a capital provision of Rs. 14.7 billion for roadworks compared to only Rs. 7.1 billion in 2011-12, an increase of 106 percent.

There are three rail lines. The Western and Central Railways connect Mumbai with areas around the country, as well as run suburban and freight trains. The line is a suburban train that runs along the east side of Mumbai City and then splits to the west and east in the North. The suburban railway operates 2,342 train services and carries more than 7.5 million commuters daily. By annual ridership (2.64 billion), the is one of the busiest commuter rail systems in the world, and it has some of the most severe overcrowding in the world (Soans, I. 2014). Figure. 2 Road Way - Map of Mumbai City

Page. 28 Page. 29 Auto-rickshaw’s in Mumbai city

Auto rickshaws are an integral part of Indian culture. Their design is ideally suited for the environment due to the vehicle’s small size and light weight giving the ability to maneuver through the hectic Indian traffic. In fact, it is one of the fastest ways of commuting during rush hour. Unfortunately, the vehicle has seen few improvements in the last twenty years. The engine is a small two or four stroke engine with the maximum power of 4-6kW, depending on the model. The engine is similar to the ones used in ATV’s and bikes (Lukic, S. M., Mulhall, P., Choi, G., Naviwala, M., Nimmagadda, S., & Emadi, A. 2007).

The three-wheeler provides to the mobility needs of those not using private transport and not being served by the existing public transport system. In this way, they serve the needs of a segment of the society by acting as cheap taxis. They have smaller engine capacities and higher mileage rates than the regular taxis.

The dominant driving force behind the three- wheelers is the policymakers who decide various issues, such as the total number allowable in the cities and fare policies, etc. There is a general tendency among policymakers in different Indian cities to phase out three wheelers which they see as competition to public transport, air polluters, slow and unsafe. This informal transport alternative is not always backed by sufficient data to counter these claims. Also, the fact that three- wheelers cater towards mobility of a particular section of the population(i.e., those not using private transport or the existing public transport system) is also ignored while forming the policies (iTrans, 2009).

Page. 30 Auto-rickshaw permits Most permit-holders hold onto their permits Besides, a driver is required by law to submit In 2006, Mumbai passed the Fleet Taxi & regulations : or pass them down through the family. their vehicle to an inspection annually to Service Scheme, which allowed private Because of this, it is difficult and expensive renew their Certificate of Fitness. Vehicles companies to operate fleet taxis with trained for newcomers to get into the auto-rickshaw must also possess a Pollution Under Control drivers and dispatch services. There has According to the Motor Transport Statistics of business. Although it is illegal to use a permit (PUC) test certificate, which is valid for been no similar scheme passed for auto- Maharashtra 2010-2011, there were 108,715 that is not under your name, many drivers one year. There are not many conditions rickshaws. Fleet auto-rickshaw schemes auto-rickshaws on the road in Greater lease permits from permit-holders for a that lead to a permit being revoked from are on the rise around India and there is a Mumbai as of March 2011. The same source period of 5 to 10 years. Alternately, drivers its owner. In many cases, violations of the need to better understand whether there also reports that as of March 2011, there pay daily rent to permit-holders, which driver permit conditions have been punished with are benefits to fleet operations in Mumbai were 118,477 valid (live) permits in Greater surveys found could be up to Rs. 300 with an a fine. This is now changing. With the rise and if so, how to encourage permit policy Mumbai. Recent news reports indicate that average of approximately Rs 160 daily. of electronic meters in late spring/early reforms to allow these systems. the state government of Maharashtra is summer of 2012, there have been several looking to draft a policy document on licenses cases of e-meter tampering. To deter other in the coming months. Section 74, (2) of the Maharashtra State Motor Vehicles Act of 1998 additionally lists tamperers, permits have been retracted the following conditions that can be attached from those permit-holders who have been The government is no longer issuing new to any permit for contract-carriages that is caught with tampered meters. permits. Under Section 74, (3)(a) of the issued: Maharashtra State Motor Vehicles Act of 1998, the state government has the right to limit the number of contract carriages (which 1. That the vehicle can only ply in a include auto-rickshaws) with consideration of specified area or on specified route the number of vehicles and road conditions. 2. The maximum number of passengers and weight of luggage The State Motor Vehicle Department lists 3. The type of goods that can be carried the fee for an auto-rickshaw permit (metered 4. That specified fares or rates of motor cab) as Rs. 100. However, because of fares will be charged and the fare the cap on the issue of 17 new permits, the table should be exhibited in the vehicle price of permits has become overinflated. EMBARQ, India (2012) surveyed 198 drivers 5. That a specified weight of passengers’ who paid for their permit four drivers paid luggage shall be carried free of charge Rs. 50 or 100, which is at or below the right and any additional charge will be at price. Of the others, the amount paid was Rs. a specified rate 40,000 – 90,000 for a five-year lease with 6. That a shall be fitted on the an average of Rs. 67,908. As per their study, vehicle and maintained in proper the majority of permit holders paid between working order Rs. 60,000-70,000, which is more than 600 7. That specified standards of comfort times the fair price. This data thus shows how current permit policies are impacting and cleanliness are maintained in the the economics of auto-rickshaw operations vehicle in Mumbai. 8. The plying of the vehicle or carrying the passengers shall not be refused.

Page. 32 Page. 33 Auto-rickshaw fare :

Autowalas in Mumbai have all the reasons The Mumbai Autorickshawmen’s Union to cheer as the recent fare hike has enabled has demanded that the fares should be them to make more money than usual. The calculated as per the Patankar Committee’s base fare has been increased to Rs.18 for formula, as they believe the Hakim CNG fitted autos as per a recent mandate Committee’s formula does not take into by Mumbai Metropolitan Regional Transport account the increase in the cost of living. Authority (MMRTA). It’s not just the base They have demanded that the minimum fare that’s gone up, the subsequent fare auto rickshaw fare should be Rs 20 for has increased too. You’d pay Rs.12.19 per 2 km, as the 2 km pattern is followed in km over Rs.11.33 per km (ridlr.in, 2016). most other cities of India such as and . As one of the reasons The Hakim Committee fixes the fares of for this hike in fares, they have cited the auto-rickshaws after conducting surveys significant expenditure incurred by drivers and interacting with the auto-rickshaw on idle run looking for passengers and unions and the consumer activists. This they have therefore demanded normal and committee was constituted in 1996 and is share auto-rickshaw stands across the city reconstituted during every fare revision. As (EMBARQ, India 2012) mentioned before, he has been using the taxi fare formula till date to fix the fares. (Bhat. A, 2012)

According to an RTO survey, there are currently around 1,50,000 auto rickshaws catering to a population of 22 million. These drivers are represented by a number of unions, such as the Rickshaw ChalakMalakSena of the Shiv Sena, the Mumbai Autorickshawmen’s Union of Sharad Rao, and the Mumbai Rickshawmen’s Union ofThampyKurian. The oldest of these are the Rickshaw ChalakMalakSena which has around 3,000-4,000 members, and the Mumbai Autorickshaw men’s Union, with around 30,000 members. Figure. 3 Fare Chart - by Ridlr.com

Page. 34 Page. 35 Market Characteristics

Market size and age of auto rickshaw fleet :

As mentioned previously by EMBARQ there are 150,000 auto-rickshaws plying in Greater Mumbai. EMBARQ’s Driver surveys conducted as part of their study found that vehicles range from 6 months to 15 years old, with the average age of a vehicle being 5.5 years. Over half the vehicles are less than 5 years old, with only 3 percent of vehicles more than 10 years old. The recent Hakim Committee Report emphasized that auto unions felt that if older vehicles are in “good condition” and ran on clean fuel, then they should be allowed to ply. No regulation has been made in this regard, although there has been a recent proposal by the State Transport Authority to fix the maximum age of auto-rickshaws at 16 years.

Engine and fuel characteristics :

Vehicles in Greater Mumbai (77.4 percent) have 2-stroke engines while only 22.6 percent have 4-stroke engines. The 4-stroke engines, while more expensive to repair, are less prone to breakdowns and create fewer emissions. The State government reports that in Greater Mumbai in 2011, 98 percent of auto-rickshaws (106,876) ran on (CNG) while only 1,839 auto- rickshaws ran on petrol (Bhat. A,2012).

Page. 36 Operational Characteristics

Locations of demand :

High demand locations for auto-rickshaw usage include all train stations on all three lines and also the metro and monorail transit system, as auto-rickshaws supplement walking and bus service as a feeder mode to suburban rail. Other frequented areas are hospitals, malls, office buildings and recreational areas. The top ten locations are in Andheri, Band Stand (Bandra West) and the Bandra Kurla Complex, Ghatkopar, Kurla, Jogeshwari, Borivali, Kandivali, Thane & many others.

Daily trip characteristics :

According to the survey of EMBARQ, India(2012), an average driver spends almost ten hours a day or around 105 kilometers plying their auto-rickshaw. About 10.4 percent of those kilometers are without passengers (empty). Drivers take about 17 trips per day, each lasting an average of 5.25 kilometers.

Page. 39 Profile of Where are they coming from? Auto-Rickshaw India is undergoing thorough and complete Young semi-educated youth have no interest Drivers alterations in demographic patterns as streams in agricultural activities, and they migrate. In of people migrate to regions which offer better the cities, they work as grocery shop workers, opportunities than their homes. Much of this newspaper sellers, auto, taxi driving, restaurant Auto driver’s age profile : movement is from rural areas to the urban, with and canteen workers, domestic workers, etc. Bad The auto-rickshaw drivers in Mumbai range Age Profile of Auto-Rickshaw Drivers large cities and mega cities tempting people with family conditions due to indebtedness force the in age from 23 to 58, with an average age the assurance of better lives. Urbanization is youth to migrate. The large number of children and rapidly increasing. Maharashtra comes into the increasing needs of food, health and education of 37.5. Over half the drivers are between 52% = 30-40 Years the ages of 30-40 years and another ¼ are second category after Tamilnadu. 42.4% of its expenditure and an aspiration for a better life leads between the ages of 40-50 years. Less than 04% = 50-60 Years population living in urban areas. While migration is to migration. Regarding absolute numbers, there 16% are in the age group of 20-30 years, rapidly taking place it is causing lots of problems are more than one lakh auto workers in Mumbai. 16% = 20-30 Years showing that Mumbai drivers tend to be because the civic amenities and services are Among them approximately 95% are migrants. If

middle-aged and not younger or older men 28% = 40-50 Years limited. The mere chance that urbanization with we consider their families and dependents, then (Bhat. A, 2012). bottomless living conditions, inferior sanitation, this number would be much larger. If this section Figure. 4 suffocating transport system, poor health, does not enjoy a decent standard of living and Pie chart - Age profile of Auto Drivers education and other social infrastructure and law is trapped in a vicious circle of poverty and un- & order problems are rapidly growing. settlement, then development would have a little meaning for the society. Since Mumbai has high Daily trip absorption capacity the migrant working as auto characteristics : workers are utilized (Narayan. B, 2010)

According to the survey of EMBARQ, India(2012), an average driver spends almost ten hours a day or around 105 kilometers plying their auto- rickshaw. About 10.4 percent of those kilometers are without passengers (empty). Drivers take about 17 trips per day, each lasting an average of 5.25 kilometers.

Page. 40 Page. 41 Creating surveys to design experience for auto rickshaw users

Sample Questionnaire Outline

User Profile : What is your occupation and age?

Analyzing distance : What distances do you by auto rickshaw?

Usage pattern : How often do you use auto rickshaws?

Rating the existing system : Rate your auto rickshaw commuting experience on a scale of 1-5

Issues : What kind of issues have you had in your auto experience?

Asking about change : Would you still use auto- rickshaws, if there is a change in policy and functioning of the system ?

Shared Auto rides : Do you use share rickshaws?

Sites of demand : Would you be willing to use share rickshaws for more than just railway station related commutes?

Do you think an auto rickshaw application will solve the current problems and facilitate ease of commute ?

Page. 42 PROBLEMS FACED BY AUTO-DRIVERS

Pollution

Auto rickshaws are a part of the Indian society and are well suited for the environment. However, they pose a significant pollution problem due to the inefficient engines. The auto rickshaw drivers are directly exposed to the air pollutants being discharged from automobile exhaust. Studies have concluded that auto rickshaw drivers have a high respiratory morbidity due to exposure to pollution (Lukic, S. M., Mulhall, P., Choi, G., Naviwala, M., Nimmagadda, S., & Emadi, A. 2007). Current Challenges

Page. 45 Health : Middle agents : Poor income :

Often they are trapped in the vicious circle of accountable towards the public for providing There are a number of agents in Mumbai who Auto drivers earn monthly income of insecurity, unhealthy living conditions and other quality transport service. This ultimately leads are like a one stop shop for all issues to do Rs.22,000 Average based on the new fare reasons. Focusing closely on the problems of to a vicious cycle of distrust. with auto rickshaws. The agents sell auto charges (quora.com, 2016). They pay part of auto-rickshaw workers like other unorganized rickshaw spare parts, helps in getting loans, the money to their landlord and send money sector workers need attention. They suffer from getting insurance, and most importantly in to their family back in their villages. This is all major aspects of employment such as the buying and selling auto rickshaw permits. evident that in city like Mumbai less than improper terms and conditions of employment, Education : The permit buying and selling is done Rs.8000 is insufficient to have a nominal cost lack of job security, earnings, non availability of through acquaintances and anyone who of living. The level of education plays very important role social security and medical benefits. This put knows a seller and a buyer can become the in the socio-economic status of an individual. It them in a very disadvantageous position (Narayan. agent. The value of the permit varies as per also shows the state’s status of education. If the B, 2010). Other issues that drivers face are about the demand and supply, with the usual rate level of education is poor the job opportunities health and wellness. Working ten hour shifts, the currently at Rs75,000 for three years. He are scare which forces labours to migrate. After drivers are at high risk of exposure for air pollution earns a commission of around Rs 1,000-2,000 studying Dr. Beena’s paper on Migrant workers caused by vehicles. They also are vulnerable to on each deal. This illegal market was created in Mumbai(2010), the educational status of the back problems from poor suspension and sitting due to the issue of permits being stopped is autoworkers is not very satisfactory. 3%workers long hours (Bhat. A, 2012). a significant cost that has to be borne by the have no formal education at all. 19% of workers auto rickshaw driver/owner, thus influencing have only primary education. 45% workers their demands for a fare hike (Bhat. A, 2012). have secondary education, 17% workers have Passenger behavior : completed higher secondary education. 16% workers have done graduation but since the Sometimes there is a intrinsic tension between quality of education they have received is Police & traffic police : auto-rickshaw passengers and drivers in poor and no other jobs availability they have Mumbai. Because of the mechanical meter no option except to enter in this profession. Police and traffic police are clearly the main system and the perceived amount of tampering (Narayan. B, 2010) problem facing auto-rickshaw drivers. During that occurs, there is inherent distrust between the Survey of EMBARQ,India (2012), many the two parties. Neither knows whether they drivers complained that they were unfairly are going to have to argue with the other over or without reason charged fines by the the fare when they depart the vehicle. Because Traffic Police. Furthermore, a large portion there are so many rickshaws, one experience of drivers mentioned that police and traffic (good or bad) has no effect on a subsequent Police harassed the drivers. This may come experience. Drivers are used to being harassed in the form of stopping them to check for or not paid correctly. The problems presented licenses and permits or approaching them by the auto-rickshaw drivers with the police about refusals and tampered meters. On as well as passengers tells of distrust. Drivers the one hand, it is good that there is some (whether errant or otherwise) are often not level of enforcement occurring but on the recognized for their service. Instead, they other hand, the police seem to be arbitrarily are treated unfavorably by both parties. In targeting drivers or alternately, not treating reaction to such harassment, they feel less drivers respectfully (EMBARQ, 2012).

Page. 47 PROBLEMS FACED BY PASSENGERS

Overcharging :

Auto-rickshaws in Mumbai are fitted with The campaign referred to Bangalore’s auto- mandatory fare meters, which are calibrated rickshaw drivers as auto rakshasa (“auto- to charge a standard fare set by the local demons” or “devils”) and featured a poster Transport Department. This entails a “flag of a horned monster sitting in an auto- down” payment of between INR10-25 rickshaw asking for more than the meter fare. (US$0.16-0.403) for the first 1–2 km, plus The petitioners argued that overcharging is a flat rate of INR6-12 (US$0.10-0.19) for a matter of “economic justice” and implore every subsequent kilometer. Overcharging the “concerned citizens” to “join the fight” is considered to occur when a driver refuses against the rakshasa through the petition. to switch on the meter or claims it is broken, or bargains with the passenger to fix a Meter Jam, a Mumbai-based consumer price. This process is illegal but widespread group, organizes campaigns in which they (Harding, S. E., Badami, M. G., Reynolds, C. call on commuters to boycott auto-rickshaws. C., & Kandlikar, M., 2016). Their website states:

The newspapers use the verb “to fleece” ❝….We’re tired of meter that always reads to describe overcharging; for example: more than it should; drivers who refuse to ply ❝The state failed to acknowledge popular and demand return fare whenever they want. sentiment after citizens overwhelmingly …❞ ❝Everyone is holding the Janta(people) endorsed the TOI [Times of India] campaign to ransom. How much more will we pay? It’s last year to make auto-rickshaw drivers time to turn the tables. So on 12th October, use meters and not fleece customers by shake your head and say NO if an auto- demanding exorbitant fares❞ (Times of rickshaw driver offers a ride!❞ (Meter Jam, India, 2013a). 2012).

❝If the auto-rickshaw drivers continue to Overall, overcharging is widespread and is fleece the innocent people, they will keep perceived as the result of individual greed on hiring only call taxis…❞ (The Hindu, 2013). the part of drivers. Subsequent policies then seek to address this perceived avarice using The perception of the auto-rickshaw driver’s approaches that are largely punitive. as greedy also features in civil society campaigns. In 2012, the social activism website, Change India, carried a petition calling for a better system for making complaints about auto-rickshaw drivers.

Page. 48 Passenger safety :

Auto-rickshaws are perceived to be unsafe, first because the vehicle itself is seen as hazardous, and the drivers as poor vehicle operators, who are willing to overload their vehicles. Auto-rickshaws are seen as unstable and liable to “turn turtle”, due to a shunt from another vehicle, a bump in the road, or overly rapid cornering by the driver, with the passengers being thrown against the sparse, hard metal interior, whose sole soft surfaces are the rear passenger bench and the driver’s seat. The lack of doors means the occupants can be thrown onto the road, with the potential for serious injury, even at low speed. (Harding, S. E., Badami, M. G., Reynolds, C. C., & Kandlikar, M. , 2016).

The driver is also seen as a potential threat to women. A teenager was allegedly raped by an auto rickshaw driver in suburban Chembur on the pretext of providing her a job (firstpost.com, 2014).

Page. 51 Pollution :

(Harding. S, 2016) Auto-rickshaws have been seen as significant contributors to urban air pollution, including in policy circles. The Environment Pollution (Prevention & Control) Authority for the National Capital Region (EPCA), determined that the 80,000 auto-rickshaws then plying in Mumbai were serious “offenders” in this regard, both be- cause of their two-stroke engines, and the fact that they were used intensively (EPCA, 1999). It is based on such representations that the Supreme Court mandated that old auto-rickshaws were to be scrapped. Further, replacement vehicles were required to meet the latest emission norms, and from 2000 onward, to be powered by an “alternate fuel or source of energy”, effectively CNG, since no other alternative fuel was available (Kojima et al., 2000)

Sreevatsan, A. (2011) mentioned in his article that Most of the 53,000-odd auto-rickshaws in the city operate with tampered silencers. Auto-rickshaw drivers admit that it is a violation of noise pollution norms, but cite marginal savings on fuel and better pick-up acceleration as factors that push them to tamper with the silencer. “The noise is extremely irritating. We are losing peace. I am not an expert, but something should be added or removed from the silencer to convert the vehicles into normal auto- rickshaws,” says Mr. Rajamannar. Autorickshaws coming out of the production line have something called ‘noise mufflers’. The cup-shaped device encloses the silencer and helps in reducing the noise from the exhaust.

Page. 52 Traffic congestion :

The auto-rickshaw is perceived as contributing to congestion, first by way of auto-rickshaw stands, which are lay-bys or a space at intersections that are de jure illegal, but de facto tolerated, where drivers park their vehicles and wait for passengers. The stands are occasionally officially designated, but sometimes, are situated in places that generate so little business that drivers abandon them for more advantageous locations. Functional stands, whether legal or not, are inevitably well known landmarks that play an important role in connecting auto-rickshaws with passengers (Harding. S, 2016).

Haphazard parking of auto-rickshaws at important junctions of Mumbai city is causing massive traffic congestion during peak hours. The obstruction is particularly prominent at the various stations. At the Ghatkopar station, auto- rickshaws are parked perpendicularly to the , causing nuisance for commuters. Lot of auto-rickshaw drivers drive in a haste to make more money, due to which they do not follow the traffic rules.

Illegal shared auto stands :

There are share rickshaw stands at every railway station in Mumbai. However, due to the tiny roads that lead up to these stations, the stands cause a lot of congestion and virtually end up blocking the entire road. The shared auto rickshaws don’t take trips with individual passengers or senior citizens. They look out for passengers going on a same route so that they can make 3-4 times money on the minimum fare.

Page. 55 Availability :

As per the recent survey conducted by EMBARQ, India it is known that there only 1,50,000 Auto Rickshaws serving the 22 million population of Mumbai. 88% of the population uses public transport for their daily commute from which 60% use the Mumbai local trains. Maximum usage of Auto-Rickshaw’s is by passengers traveling to train, metro or monorail stations, which makes it very challenging due to the limited number of rickshaws. City peek hours make it more difficult for passengers to get Auto-rickshaws due to high demand and traffic. Sometimes passengers have to wait several hours on the road to get a ride, especially during the Monsoons it gets tough to remain on streets. As the local train system is the lifeline of the city, hence there is significant blockage of roads and footpaths outside the railway station. Lack of designated rickshaw stands makes the passengers go back and fro to catch an auto rickshaw. At times frustrated passengers offer Auto rickshaws double/triple amount of the trip money, just to make it back home. Availability of Auto-Rickshaws is one of the major problem faced by the passengers, and it slows down the entire system.

Page. 56 The Question is how design can help Auto-rickshaw users to efficiently avail their trip and enhance this paratransit mode of commute. To achieve the desired result, I want to conduct an ethnographic study of the Auto-rickshaw industry in Mumbai and understanding the proliferation of peer two peer services. Following the usage pattern of a daily commuter, the hot spots, road map system and the parameters of the auto rickshaw system. Auto rickshaws have been present in the city since the time of Britishers, and they have been successfully perishing since history.

The recent increase of ‘peer services’ has enabled new types of ad-hoc trade in labor, skills, knowledge and material goods using the web and mobile technologies with peer-to-peer (P2P) architectures. As per my experience, I have noticed the major change in the lifestyle of people moving from traditional to technological ways of life. It’s like people won’t have a fridge at home, but they will make sure they have a smartphone and TV at home.

Services range from hospitality to lending a helping hand to transportation and are often, collectively, called the ‘gig,’ ‘alternative,’ ‘collaborative,’ ‘peer’ or ‘sharing.’ RESEARCH Whilst all use P2P architectures, these groups include diverse sets of practices involving exchanging various resources, for monetary or non-monetary gain, and for employment or not. I am interested in the use of peer services in the workplace and DESIGN in this research I want to examine /Ola and implement to connect customers and auto-rickshaw (auto) drivers. I conducted an ethnographic study of auto rickshaws in Mumbai, India. By focusing on their adoption, I aim to understand where and how the technology can impact auto-driving for design. HCI has long been interested in the impact of new technologies on work-practices. Introducing technology changes existing practices and typically brings both benefits and disruptions. By examining in detail how the work is achieved in, and through, people’s actions and interactions with technology and one another. Such studies will help me open up spaces for (re) designing technology to better support the Auto rickshaw system in Mumbai.

Like Uber acts as a ‘Digital Middleman’ to connect customers and drivers through the algorithms, networks and data they control. They set fares, receive ride requests, offer and assign rides to drivers, and use real-time and historical data to manage assignment and, possibly, payment rates. The distribution of computing at the driver and customer ends of the P2P architecture is limited to requesting, accepting, paying for and rating rides. While the introduction of new technology into such a setting might offer hope in improving livelihoods, it also brings concerns. New technology can create new well paid, and regulated markets and various ICTD studies show that technology deployments in developing countries often produce sustained positive changes in the life of vulnerable populations. This thesis will enable me to examine the impact of a P2P transportation platform on the auto-rickshaw sector and Design a system which will help the daily commuters.

Page. 59 Research Method

As a design study progresses, the research conducted is not only a kind of primary research into the design process but also into the design practice. In previous years, using scientific and objective methods was considered the ideal approach to design research. According to Swann (2002), the evidence from the experiments suggested that scientists problem solves by analysis, whereas designers problem solve by synthesis; Hence, the designers’ method is more inclined to focus on the solution.

This thesis project focuses on the problems faced by auto rickshaw users in Mumbai city. Using action research approach is an appropriate methodology for this project because it is iterative in nature which requires understanding the user’s needs; Hence User experience is the prime facia of this thesis. Adapting a method of User experience design will help synthesis the actual problem. METHODOLOGY

Primary Data

• Newspaper articles • Websites of the Regional Transport Office and private auto rickshaw fleets • Research Papers Indian research papers regarding the auto rickshaw system and American research papers regarding the system. The American research papers were studied so as to compare the auto rickshaw system in Mumbai with the taxicab system in certain cities of the United States and to see their comments on deregulation.

Secondary Data

• Conducting online surveys of commuters in Mumbai • Understanding User flow pattern • Understanding passenger needs

Page. 61 Figure. 5 Outline of UX Design

Key Rules Key Rules

You need to solve a user’s need, a problemYou need that to users solve a user’s need, a problem that users USEFUL actuallyUSEFUL have. actually have. A person’s perceptions and responsesA person’s perceptions and responses resulting from the use and/or resultinganticipated from the use and/or anticipated Usability needs to be clear so that usersUsability understand needs to be clear so that users understand use of a product, system or service.use of a product, system or service. your product/service. your product/service.USABLE USABLE

When thinking about UX design, theWhen definition thinking includes about UX PROCESSdesign, the definition includes PROCESS It’s no bad thing if a user enjoys It’s no bad thing if a user enjoys how that experience can be manipulatedhow that or experience influenced can be manipulated or influenced DELIGHTFULDELIGHTFULusing your product. using your product. by the designer to increase the qualityby theof that designer experience to increase the quality of that experience Understanding the BriefUnderstanding the Brief for the user. for the user. User Research User ResearchEmpathy - the ability to understandEmpathy why - people the ability behave to understand the way they why do. people behave the way they do. Specifically, the “design” aspect focusesSpecifically, on howthe “design” the aspect focuses on how the This is perhaps the most importantThis is attribute perhaps in the the most field. important Putting yourself attribute in the field. Putting yourself utility, ease of use, and efficiency inutility, a user’s ease interactionof use, and efficiency in a user’s interaction in other people’s shoes is essentialin other to people’s working shoes in UX is design, essential and to it working is in UX design, and it is Interviews Interviewssomething you might have to somethinglearn when youyou mightare just have starting to learn out. when Con- you are just starting out. Con- with a product or service can be improved.with a product Visual designor service can be improved. Visual design trary to popular belief, it does nottrary come to popular naturally belief, to everyone! it does not come naturally to everyone! is how a product looks, whereas UXis design how a is,product essentially, looks, whereas UX design is, essentially, Persona's Persona's how it feels. But there is more. UXhow encompasses it feels. But there all is more. UX encompasses all Curiosity - the desire to knowCuriosity why people - the behave desire to the know way why they people do. behave the way they do. aspects of the user’s interaction withaspects the company of the user’s from interaction with the company from Online Surveys Online Surveys Clarity of expression - theClarity ability ofto expressexpression complicated - the ability concepts to express complicated concepts its customer service through to the qualityits customer of its products. service through to the quality of its products. Flow Diagrams Flow Diagramsclearly to those with little or noclearly prior knowledge to those with in the little field. or no prior knowledge in the field. Bear in mind that some UX designersBear in use mind the that terms some UX designers use the terms ‘product’ and ‘service’ interchangeably.‘product’ and ‘service’ interchangeably. Site maps Site maps Every time you interact with a product,Every a timesoftware, you interactor an with a product, a software, or an Information ArchitectureInformation Architecture object you are experiencing that as aobject user ofyou that are product. experiencing that as a user of that product. A key UX design skill is therefore learningA key UX how design to make skill is therefore learning how to make Wire-framing Wire-framing that experience the best it can be. Athat UX experience designer’s thejob bestis it can be. A UX designer’s job is

also to be the glue that holds thealso entire to productbe the glue team that holds the entire product team High Fidelity wire-framesHigh Fidelity wire-frames(UXD) (UXD) together, translating designs to developerstogether, who translating will then designs to developers who will then implement. But it’s not all aboutimplement. the user. But Just it’s as not all about the user. Just as Prototype Prototype important in the UX design processimportant is meeting in the the UX design process is meeting the Prototype Testing Prototype Testing business goals of the product and businessaligning the goals business of the product and aligning the business goals with the goals of the user. goals with the goals of the user. A/B Testing A/B Testing

The benefits of UX designThe arebenefits two-fold: of UX design are two-fold: ˆ UX design improves the experienceˆ UX designof the user improves of that the product. experience of the user of that product. The term ‘User Experience Design’The was term first ‘User coined Experience by Don Design’ was first coined by Don Norman in 1995 while he was theNorman vice president in 1995 of while the he was the vice president of the ˆ Good user experience increasesˆ Goodthe adoption user experience of that product. increases the adoption of that product. Advanced Technology Group at Apple.Advanced Technology Group at Apple.

❝I invented the term because❝I invented I thought the humanterm because interface I thought human interface User Experience Design User Experience Design User The goals of UX designThe are goalsalso two-fold; of UX design are also two-fold; and usability were too narrow.and usability I wanted were to cover too narrow.all aspects I wanted to cover all aspects ˆ They include Understand theˆ goals They and include context-of-use Understand of thepotential goals usersand context-of-use or customers. of potential users or customers. of the person’s experienceof the with person’s the system experience including with the system including industrial design, graphics,industrial the interface, design, graphics, the physical the interface, the physical ˆ Use that understanding to designˆ Use a product, that understanding service, or app to design within athe product, constraints service, of business or app within and technology.the constraints of business and technology. interaction, and the manual.❞interaction, and the manual.❞

Page. 62 Page. 63 Brainstorming & Mindmap Figure. 6 Mind map - Auto Rickshaws in Mumbai Brainstorming and Mind-mapping play an important role in this thesis project as it helps to understand the spectrum and different parameter of the project. Furthermore, it adds up to the visual thinking and highlights essential information. The idea of this exercise was to organize information, identify problems and find solutions. Figure. 7 Illustration sketch - Auto Rickshaw Info graphic Mumbai

Page. 64 Page. 65 Designing The User Experience of Auto-Rickshaw Commuters in Mumbai City

Since the enlightenment of auto-rickshaws in India in the late 1950s, these vehicles have become an indispensable aspect of urban mobility for millions Problems Faced of people. Auto rickshaws play a vital and vigorous role in India’s urban By Passengers transport systems. They also represent a very improvisational and increasingly inefficient sector – and they are getting lost in the changing dynamics of urban mobility in India. Today, with increasing urban populations, there is growth in demand for urban transport, growth in private motorization and a decline in public transport share.

Airport Tower Nehru Center Twin Towers Antelia Availability Congestion Navigation Safety Auto Stand Gateway of India Taj Mahal Hotel 70% 65% 12% 80% 50% INTRODUCTION Mumbai consists of two distinct regions: Mumbai City district and Mumbai Suburban district, which form two separate revenue districts of Maharashtra. The city district region is also commonly referred to as the Other Issues Island City or South Mumbai. The total area of 42% Trip Refusals Mumbai is 233 sq mi. Of this, the island city spans 29% Lack of Availability 67.79 km2 (26 sq mi). 13% Overcharging / Unfair prices 05% Inaccurate meter 04% Traffic INFORMATION 04% Fare increases 21.3 03% Rude behavior by driver Million Population

GRAPHIC COMPARISION Public Transportation available AUTO RICKSHAW VS KALI PEELI TAXI

• Low purchasing & • High purchasing & maintenance cost. maintenance cost. • Comparatively low fares. • Expensive fares. • Cheaper for long & short • Costly for long & short distances. distances. • Small size, due to which it • Predator of heavy traffic, can squeeze into anywhere as size of taxi is big. LOCAL TRAIN MONO-RAIL & save time of being stuck in traffic. • They run on Diesel. • Eco friendly as they run on CNG.

BST BUS AUTO-RICKSHAW TAXI Auto-Rickshaw Application Design

1 Hour 15 Mins Travel Period AUTO.. !"#$ %&'(&)*+ ,-./#01 !"#$ *+,-./ $%&!'() !""#

Residence Welcome Jesal

Jesal Commute 5 mins away View Profile 5 min

Pattern Home Payment

FFDE17 Ride History Auto Rickshaw App

Workers Help ! Journey Settings Auto Rick Zara Store Switch to 3 SEATS 150-165 ` (EstimatePick Fare) up Location Auto Share Notification " CASH Sign Out Zara Store Pick up Location Register as a Auto Driver Zara Store Powai Gardens Drop off Location Get Started Pick up Location

Register as a Auto Driver Set Pick Up Request Auto

Mobile application development has created dependency on the smartphones to a great extent. With the introduction of mobile apps in the taxi startup business, more people are heading towards taxi booking app. According to Berg Insight, Google Play Store and Apple’s App Store will serve over 62% Office / Industry of the total app downloads in 2017. While Windows Phone OS is estimated to be the 3rd most popular app platform in 2017. Auto Rickshaw on-demand is revolutionary in itself. Developing an app for Auto Rickshaw is creating an app enriched with various features which will solve the major challenges faced by passengers and auto drivers. Figure. 8 Figure. - Thesis Infographic Overview Course Mentor : Dr. Rudi Meyer NSCAD - MDES2017 (Sources: Wikipedia & Nounproject) Designed By : Jesal Chitalia

Page. 67 Para Transit Application

Mobile application development has created dependency on the smartphones to a great extent. With the introduction of mobile apps in the taxi startup business, more people are heading towards taxi booking app. According to Berg Insight, Google Play Store and Apple’s App Store will serve over 62% of the total app downloads in 2017. While Windows Phone OS is estimated to be the 3rd most popular app platform in 2017.

Auto Rickshaw on-demand is revolutionary in itself. Developing an app for Auto Rickshaw is creating an app enriched with various features. The taxi booking application consists of various features like :

• The easy registration process for the users and Auto drivers.

• GPS and map integration to see the route towards the RESEARCH destination.

• Auto payment option for users to make an Online payment/ PROCESS wallet/cash. • Offers automated fare calculation facility.

• Option to select vehicle depending on the requirement.

• Option for Auto drivers to accept or reject a taxi request.

• The tracking feature is made available on real time basis. To track driver’s location.

• Analytics features along with stored invoice enables to track payment and other things.

• A driver can view the history and keep a tab on the number of requests accepted and other details related to the service.

Page. 69 How it works

The Autorickshaw app will provide a user-friendly interface and will be compatible with the big platforms such as iOS, Android and Windows. The app will be provided free of charge to be downloaded and used by the customer. Once the app is installed, the user can book a Autorickshaw and use the GPS to locate and track the auto driver. It also offers various features like automated fare calculation, selecting vehicle type depending on the requirement, etc.

DESIGN ITERATIONS

Page. 70 Page. 71 Information Architecture New User

Creating a structure for the Auto rickshaw application and the First Time User View features of App

project, that allowed me to understand where we are as users, Getting Started and where the information we want is in relation to our position. Information architecture results helped me in creating of site maps, Registering as a Driver hierarchies, categorizations, navigation, and meta-data.

Abby Covert stated that “Cognitive psychology is the study of how New User - Onboarding

the mind works, and what mental processes take place there, so Getting Started Adding Cell Phone No. Verification Resend Code Code it’s not surprising that it influences both the interactions we design Verification and the way we architect information.” Or Login with Facebook Problem Receiving Code Receive call Code by call

Code Verified cancel

Verification from FB

User Name

User Email

Home Page

Figure. 9 Flow Diagram - New users using the App

Page. 72 Page. 73 Existing User Flow

(current Address) Home Page Pick Up Location Type Address or Place Name Auto Navigate current location

Set Pickup Add Home / office / Fav

Scheduled Pickup Set Date & Time

User Profile

Auto Navigate User Location Select type of Ride Individual Request Auto Confirm Location

User Profile Share Pick up Location Profile Home Page

Add Destination Notifications

Add Payment Add Payment

Ride History

Promos

Help

Settings User Details

Auto Driver Sign up to Drive Become a Driver App

Feedback Services

Log Out

Figure. 10 Flow Diagram - Existing users using the App

Page. 75 Concept Drawing

APPLICATION CONCEPT

Figure. 11 Rough Sketch - App process iteration 1

Page. 77 Concept Drawing

Figure. 12 Rough Sketch - App process iteration 2

Page. 78 Application Skeleton

Wireframes can be created in a lot of ways like paper sketches, computer drew images etc. This part of the design process is quick to make and an excellent tool to enhance communication in this project. Low-fidelity wireframes are kind of a starting point for a designer’s mindset to work on a layout as well as a content writer’s thoughts on content length and hierarchical frame. They provide a simple picture by way of organized blocks that show space allocated for an image and mock content (lorem ipsum) used to get a rough estimate of the length of different content blocks.

LOW FIDELITY WIREFRAMING

Figure. 13 LFW - Application Landing Page

Page. 81 User Number Number Verification User Name Details User Email Details

Figure. 14 LFW - On Boarding Process

Page. 82 Page. 83 Home Page Request Auto Page Set Pick Up Page Payment Page

Figure. 15 LFW - Application Features

Page. 84 Page. 85 Add Payment Method Page User Profile Page Ride Confirmation Page

Figure. 16 LFW - Application Features

Page. 86 Page. 87 Grey Scale Wireframes

HIGH FIDELITY WIREFRAMING

Application Landing Page

Figure. 17 HFW - App Loading Page

Page. 89 User Number Number Verification User Name Details User Email Details

Figure. 18 HFW - App On Boarding Process

Page. 90 Page. 91 Home Page Request Auto Page Request Auto Share Page User Dashboard

Figure. 19 HFW - App Features

Page. 92 Page. 93 Typeface for Auto Rickshaw App :

San Francisco (SF) is the system typeface in iOS. The fonts of this typeface are optimized to give the text unmatched legibility, clarity, and consistency. Emphasize important information, Using font weight, size, and color to highlight the most important information in the app.

Making sure to use a single typeface. Mixing several different typefaces can make the app seem fragmented and sloppy. I Considered using one typeface and just a few font variants and sizes. I tried Using built-in text styles whenever possible. The built-in text styles let you express content in ways that are visually distinct, while retaining optimal legibility. These styles are based on the system fonts and allow you to take advantage of key typographic features, such as Dynamic Type, which automatically adjusts tracking and leading for every font size. APPLICATION Dynamic Type Size Table iOS 10 Fonts sizes are in Engineering Point Sizes. Use SF UI Text for sizes below 20pt. Use SF UI Display for sizes 20pt or greater. L=Light, R=Regular, SB=Semibold | L=Leading, B=Suggested Baseline | Short subtracts 2 pts of leading, tall adds 2 pts of leading.

xSmall Small Medium Large xLarge xxLarge xxxLarge TYPOGRAPHY Default Title 1 Title 1 Title 1 Title 1 Title 1 Title 1 Title 1 L25, 31L L26, 32L L27, 33L L28, 34L, 32B L30, 36L L32, 39L L34, 41L

Title 2 Title 2 Title 2 Title 2 Title 2 Title 2 Title 2 R19, 23L R20, 24L R21, 28L R22, 28L, 28B R24, 30L R26, 32L R28, 34L

Title 3 Title 3 Title 3 Title 3 Title 3 Title 3 Title 3 R17, 21L R18, 22L R19, 23L R20, 24L, 28B R22, 27L R24, 29L R26, 32L

Headline Headline Headline Headline Headline Headline Headline SB14, 19L SB15, 20L SB16, 21L SB17, 22L, 20B SB19, 24L SB21, 26L SB23, 28L

Body Body Body Body Body Body Body R14, 19L R15, 20L R16, 21L R17, 22L, 20B R19, 24L R21, 26L R23, 28L

Callout Callout Callout Callout Callout Callout Callout R13, 18L R14, 19L R15, 20L R16, 21L, 20B R18, 23L R20, 24L R22, 27L

Subhead Subhead Subhead Subhead Subhead Subhead Subhead R12, 16L R13, 18L R14, 19L R15, 20L, 20B R17, 22L R19, 24L R21, 26L

Footnote Footnote Footnote Footnote Footnote Footnote Footnote R12, 16L R12, 16L R12, 16L R13, 18L, 20B R15, 20L R17, 22L R19, 24L

Caption 1 Caption 1 Caption 1 Caption 1 Caption 1 Caption 1 Caption 1 R11, 13L R11, 13L R11, 13L R12, 16L, 20B R14, 19L R16, 21L R18, 23L

Caption 2 Caption 2 Caption 2 Caption 2 Caption 2 Caption 2 Caption 2 R11, 13L R11, 13L R11, 13L R11, 13L, 20B R13, 18L R15, 20L R17, 22L

Page. 95 Color Scheme

HEX : FFDE17

HEX : 000000

HEX : 9B9B9B

HEX : FFFFFFF

USER INTERFACE DESIGN

IPHONE - 8

Retina HD display 4.7-inch (diagonal) widescreen 1334-by-750-pixel resolution at 326 ppi 1400:1 contrast ratio (typical)

Application Layout

Total Width : 365 Pixels Offset :15 Pixels No. Of Columns : 10 Gutter Width : 5 Pixels Column Width : 30 Pixels

Page. 97 New passenger on boarding process

Cell Phone Personal Information Number Verification Registering users name and last name, Registering your cell phone number so that application can address offers, so that application can track your GPS invoices and maintain user profiles. location using your cellular data or wifi. Makes communication simplified via SMS.

Verification Code Email Verification

Followed by registration of your cell Followed by registration of cell phone phone number, User will receive number and personal info, the user 6 digit code via SMS. This helps to should provide with an email address identify the registered user and avoids so that the application can send all the any fraud or manipulation of data. legal / promotional / ride information.

Page. 98 Application features for new user

Application Home Page Pickup / Drop off Location

Once the user is on board the These features of the application application, he can view the aerial map helps user to ascertain his/her desired of the location he is at and also view destination and also gives them the Auto rickshaws nearby to him. This options to save their favorite locations page enables the user to immediately like Home, work place, mall, etc. call for auto rickshaw .

Auto Ride Confirmation Requesting Ride

Once the user successfully confirms Followed by setting pickup, the user his auto ride, he receives important gets ability to various features like information like the Auto drivers scheduling the ride, adding more drop picture, rickshaw details, time of destinations, switching to Auto share pickup and also provides an integrated and selecting a mode of payment. map of the drivers location.

Page. 100 Application features for sharing auto ride

Information for Waiting Page sharing Auto Ride This part of the application helps re- routing passengers traveling on similar This page mainly explains the benefits routes and passengers opting for a of sharing an auto rickshaw ride with shared ride. other passengers traveling on similar routes.

Requesting Shared Ride Sharing Auto Ride Confirmation Followed by setting pickup, the user gets ability to various features like Once the user successfully confirms Auto share, fixed price, modes of his auto ride, he receives important payments and estimate time for information like the Auto drivers pickup. The auto share passenger picture, rickshaw details, time of can also ascertain the rickshaw pickup and also provides an integrated drivers location and how far is he. map of the drivers location.

Page. 102 Passengers administrative control and settings

Passengers Dashboard Editing User Information

User profile button contains a tray This feature helps the user to edit of useful features which can help the his/her information like Adding users user to edit his/her profile, settings, photograph, address, name and cell add payment methods, check ride phone number. history, register as Auto driver and much more.

User Settings Adding Payment Method

This page of the application gives This page of the application helps the user the ability to control his/her passengers to quickly add their personal information, signing in as a payment method via credit, debit, Auto Rickshaw driver and deactivating payPal or Paytm. It also makes his or her account. it simplified for the user to save payment details in a securely manner.

Page. 104 Passengers feedback and support

Ride Completion Passenger Ride feedback page History in Detail

After completion of each ride the This page is like a log book which passenger has the ability to rate the provides each and every detail of auto driver and provide their valuable passengers auto rides and it also feedback. provides the ability for passengers to redress and provide them a detailed receipt.

Passengers Ride History Scheduled Rides

This feature of the application This tab collects all the upcoming rides collects all the trips and history of the which the passenger has pre-booked passengers auto rides. and provides him the ability to make changes to the destinations, date and timing and also cancellations.

Page. 106 Auto rickshaw driver’s on boarding Process

Application Landing Page Personal Information

This page is the front of the Registering users name and last name, application which explains the driver so that application can address offers, the features and how to get started invoices and maintain user profiles. using the application.

Cell Phone Email Verification Number Verification Followed by registration of cell phone number and personal info, the user Registering your cell phone number should provide with an email address so that application can track your GPS so that the application can send all the location using your cellular data or legal / promotional / ride information. wifi. Makes communication simplified via SMS. It also enables the app to get you started with using the system.

Page. 108 Registering Auto Rickshaw to the Application

Vehicle Registration Page Auto Driver’s Personal Information Followed by sign up process the auto driver has to register his auto rickshaw This part of the app is the final to enable himself to use the services registration phase where the driver and features of the application. has to fill in his legal and personal details.

Vehicle Registration step Driver’s Home Page

The registration process is a simple This page of the application is the 3 stage procedure where the driver controlling tab for the auto driver, it has to fill out all the information gives him access to all the features of pertaining to his Auto rickshaw like the application. It makes him eligible manufacturing date, made in, model to go online or off-line, track his number and appearance of his auto earnings, receive payments, calculate rickshaw. trip logistics and all the required features.

Page. 110 Auto Driver’s Administrative Control and settings

Auto Ride request Driver’s Dashboard

Notification pop up when a passenger User profile button contains a tray requests for an auto ride, the driver of useful features which can help the has the ability to decline / accept the Driver to edit his/her profile, settings, request or either go offline. add payment methods, check ride history, register as Auto driver and much more.

Driver’s Earning Page Driver’s Profile Settings

This page of the application gives the This tab collects all the earnings of driver the ability to control his/her the driver by calculating all the rides personal information, signing in as a the driver makes day to day basis or passenger and deactivating his or her weekly. He can also request to get account. paid for the profits he has collected.

Page. 112 Auto Rickshaw Application Prototype

This phase of the application can help users to “play” with ideation and concepts and give us valuable feedback that shapes the final designs before the application being developed. This process saves time and money in development and creates an experience that offers a significantly better user interface for the viewers to deeply understand the features and functionality of the app.

APPLICATION DESIGN PROTOTYPE

Prototype Link

https://invis.io/ETGAQOOV9PK

Page. 115 This thesis project began as a research study of the autorickshaw transit issues faced by daily commuters in Mumbai city and investigated how design can improve the experience of auto rickshaw users in the city. As a result of a series of brainstorming, systematic analysis, and concept development, which involved a literature review and data analysis. Through the application of action research, the methodology of the thesis gradually began to form, while through mind-mapping, information architecture and wireframing I was able to create a prototype of the application for user testing. This design aims to facilitate autorickshaw passengers and drivers a smooth para transit commute.

After thoroughly understanding the current autorickshaw system in Mumbai city and design thinking, the application focuses on experience design for the commuters facing numerous problems with existing manual system. The auto rickshaw application if developed and put in place can improvise the autorickshaw commute in a more systematic driven manner benefiting the passengers, drivers, government and local municipality bodies. This application will also enhance the traditional autorickshaw system towards a technological system, which will erase 70% of the problems faced in the current scenario.

This study brings to light some of the changes and influences to perceptions CONCLUSION (towards passengers and auto drivers) and practices (accepting of ride- requests; right to the passenger) that are being brought about by the uptake of this application. However, for a app like this is to be seen as trans-formative, they would need to play a decisive role in shaping perceptions and practices of those on and off the platform; and sustaining them over time.

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