Interviews were conducted (usually recorded) and were planned to cover people from diverse groups or sectors of the society to get an unbiased and genuine database. Basic criteria kept in mind were the age, literacy level, education, income, gender, frequency of use and profession.
Suitable artefacts(bus passes, tickets etc) were collected and studied for additional information.

The recorded interviews were heard by the group again and important findings were segregated depending on what they represented. (KO – keen observation; US – user statements; BD – breakdown;    IN – insights; DI – design ideas; CN –cultural insights; AM – ambiguity)
All the points of an interview were written down on ‘post-its’ and stuck on a chart in the same sequence as the interview was conducted.

The interpretations from each chart were revised and new sub-groups were made with each sub-group having a main topic and similar findings.
One final chart containing several sub-groups was made by combining the findings from all the conducted interviews.

Goals were classified as primary and secondary
Primary:Bus information should be easily accessible to the commuters in the bus stop, facilitating the user to enjoy a hassle free travel in BEST buses.
Secondary:Same information should be available to the users via other mediums like Mobile, Web. Information should be reachable for the illiterate and visually impaired.
 

Users,their goals, requirements and problems were studied in detail.
The design modifications were made according to the needs of these personas.
Suitable scenarios were created to show how the final prototype was better than the original one. 
 

Brainstorming took place to improve the functioning of the current service and to minimise existing flaws.  These ideas were intensively discussed and a upon as they were to be implemented in the final design.
 

The user was told to figure out all the features and functions of the product that was designed without taking help from anybody else. Reviews were obtained from every user.
All the data was noted down and complied again to find the shortcomings.
More effective design ideas were thought of and the existing prototype was modified by making appropriate changes which were highlighted in the interpretation session.
 

Modifications were made to the previous interface to make up for the shortcomings discovered in the User Testing Stage. 
This prototype then underwent the final user testing.