Redesign an intercity bus stand for a Tier-2 city in your country.

Clarification:

Bus stand - is where users stop to pick up and drop off passengers.

What is the goal ? Improve customer satisfaction and increase revenue

Before I proceed, I want to state the steps I will take to answer the question:

First, I will state different user types that would use this server

Next, I will select one of the user type 

Next, I will state different pain points for these user types

Next, I will find solutions to address these pain points

Finally recommend a solution and summarize my solution. 

User types

Daily user - this could be college students, or professionals going to office everyday

Occasional user - they use bus sometimes when other alternatives are not available

Tourists who use buses to transport different destionations

For our, case I would select daily users as they use the buses the most and for our goal it would make more sense.

Daily user pain points:

1. Have to wait for bus a lot. 

2. Payment method is not the best. I do not carry cash always.

3. Weather affects the wait, It can get too hot in summers or user can get wet 

4. The bus frequency is too low, next bus may not be availabe after 30 mins

5. It's too boring in the bus.

Let me list some solutions:

1. Create an app, that shows the bus route, how long before it arrives at bus stop. User can setup alerts to show exact arrival time of the bus at the bus stop.

2. User should be allowed to pay using the app. User should register with the app and sets up a payment method. When user enters the bus, user just scans the phone on the bus and the user gets charged directly through the app. No need to carry any cash. 

3. For weather, there should be an umbrella stand on the bus stop. User can scan the app and an umbrella pops out. Once bus arrives the puts the umbrella back. If umbrella is not returned, the user gets charged for the umbrella.

4. Provide personalized television screen on each seat. The user can select what to watch and pay for it using the app. This should be allowed at a discounted rate.

Let's prioritize my solution:

                     Customer satisfaction,   Cost,       Mandatory.      

1. App to show bus router          Very high                  V. High       Y

2. Payment                                  High                        V. High.      N

3. Weather                                 Medium.                    High          N

4. TV screens                             Medium                   V. High       N

Based on this, I would select creating an app to show bus routes, and arrival time and the payment feature. 

The bus app is required and it will show bus route and arrival time. This is a must have to increase customer satisfaction. 

Payment, is a nice option to have as it guarantees correct payment and provides convenience to the user. 

Providing umbrella, and TV screens are nice features but I would prioritize this for later versions of the product.

Metrics/KPI's to use:

1. Increase in customer after introducing feature

2. No. of user registering with the app

3. No. of user paying using the app

4. DAU

5. WAU

So to summarize,

I would create a bus app, bus users can register on the app, select the bus route that user wants to track, create an alert to alert the bus arrival time. User can set up a new payment method on the app, so user can just swipe the app on the bus and gets charged through the app. 

I would track, # of users registering on the app, daily/weekly usage of the app, no. of users setting a payment method, # of users using the payment daily, weekly.