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Delhi Metro Mobile Application


Delhi Metro Rail Corporation

My Role

Independent UX Researcher


User Interviews

Project Duration

3 Months
Public Questionnaires
Affinity Mapping

“Sarth has done a meticulous and critical study on redesigning of the Delhi Metro Rail Corporation (DMRC) App. His in-depth insights specific, actionable and futuristic recommendations have immense potential to help us in essentially connecting to millions of our users and making their every day commuting experiences much more pleasant and smoother.”

—Mohinder Yadav, Sr. Deputy General Manager, DMRC

NDRS Redevelopment


This research aims to bring significant value addition to the proposed redesigning of the DMRC Mobile Application, by introducing a new paradigm of User Experience (UX) as the foundational core to guide this Redesign exercise for its large—daily 650,000+ commuter base.

The research follows scientific methodologies and includes User Interviews, Public Questionnaires, Requirements Study and Case Studies to determine the core issues that need to be resolved. Specific User Experience research methods of Journey Mapping, Card Sorting and Affinity Mapping have been used to design a conclusive and actionable "User Flow" that caters both to the needs of DMRC and its users. Going beyond research, this study also proposes a Wireframe design to facilitate and enhance the ease-of-usage of the proposed User-Flow.


Problems with the current app

Users' Feedback on Play Store

Even though App ranks fairly well, in the use case most of the users feel that the app does not provide many essential details about the travel. Also, a large number of people state that it is confusing, unresponsive and it takes them more than necessary time to find what they are looking for.

Use Case Interviews
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The users were annoyed with the steps to take to reach the information. They preferred Google Maps over the DMRC app as this app doesn’t give the information they need and is frustrating to use. I gathered that the app needs to be relooked at, as a system to solve the issues that are being faced by the users. I decided to delve deeper into what problems the people are facing in general & how to tackle them.

Blind Spots

I designed a questionnaire on google forms and shared it amongst online forums of DMRC users across Reddit, Telegram and WhatsApp. Few important questions are:

  1. What do you currently use the DMRC app for?

  2. What additional information do you use in the app?

  3. What more services would make you more likely to use this app?

Organizing the Data

Using the data gathered from the Questionnaire and the interviews, I prioritized the needs of the people, grouped and linked them together to finally arrive at a tangible user flow that encompassed the needs as well as the features that DMRC is to roll-out.

User Research

User Research
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I took cues from the Metro Policy 2017, Govt. of India and the idea of a universally accessible “Digital” infrastructure and translated the above User Flow into a Clean Wireframe we can tackle most of the problems the users are currently facing

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This wireframe address the commuters' pain points, user-suggestions and DMRC’s requirements. Here are some of the salient features of the design—

Home Screen
  • Removed the opening Banner Screen

  • Incorporated DMRC logo in the home page

  • Minimal interface with only the most prioritized features based on user feedback

Station Information
  • Incorporated the suggestions of Next Train Timings and Station Capacity History from questionnaires

  • Designed it as the single screen to find all information about a station including the Events, Exhibitions and Delays

  • Retained all original features

  • Incorporated DMRC in the home page

Menu Screen
  • Introduced the Menu Screen - accessible from all active screens

  • All Secondary & Tertiary needs are grouped within it

Fare, Tokens & Cards
  • Grouped all the Token and Fare related functions, grouped under one tab to avoid confusion

  • This page can house any additional updates and changes like the new RuPay feature

  • Grouped all the information and text pages from various places together into one space, removing redundancies for easier access to the Information

User-Flow to Wireframe

Design Concepts
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