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Case Study

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Arivoo SMS

Designing a Safe & Smart School Mobility Ecosystem

  • Real-Time Tracking
  • Student Safety
  • Smart Management

Arivoo SMS | UX Case Study

Problem Statement

The Core Challenges

  1. 01

    Parent Anxiety

    Parents experience constant worry about their children’s safety during transit with no way to track their whereabouts.

  2. 02

    No Real-Time Visibility

    Schools lack live tracking systems, leaving parents and administrators blind to bus locations and delays.

  3. 03

    Manual School Processes

    Communication rely on Bus attendant leave him in very stressed situation.

Research Goals

What We Set Out to Learn

  1. 01

    Understand Parent Concerns

    Identify key anxieties and pain points parents face regarding student safety and communication.

  2. 02

    Improve Bus Attendant Workflow

    Streamline daily tasks like attendance marking, route navigation, and parent communication.

  3. 03

    Streamline School Administration

    Optimize fleet management, and overall operational efficiency for schools.

Research Methods

Our Research Approach

A multi-method strategy to understand the problem space

  1. 01

    Surveys

    Collected quantitative data from 100+ parents

  2. 02

    Interviews

    Conducted in-depth sessions with 12 stakeholders

  3. 03

    Competitive Analysis

    Evaluated 5 existing school transit solutions

  4. 04

    User Journey Mapping

    Mapped touchpoints across all user types

Competitive Analysis

Market Landscape

Identifying gaps and opportunities in existing solutions

Feature comparison of school bus solutions
FeatureSafeStopHere Comes The BusBusPlannerArivoo School Management System
Real-time GPS TrackingYesYesYesYes
Parent Mobile AppYesYesNoYes
Fee ManagementNoNoNoYes
Attendance SystemNoNoYesYes
Route OptimizationNoNoYesYes
School ManagementNoNoNoYes
Multi-Language SupportNoNoNoYes
Affordable PricingNoNoNoYes

Key Opportunity: No existing solution combines real-time tracking with complete school management features at an affordable price point for emerging markets.

User Personas

Meet Our Users

Priya Sharma

Working Parent

Age: 36

Goals

  • Real-time visibility of child’s location
  • Peace of mind during work hours
  • Quick emergency communication

Pain Points

  • Constant anxiety about safety
  • No tracking during transit
  • Delayed school communication

Behaviors

  • Checks phone frequently
  • Calls school for updates
  • Prefers mobile notifications

Rajesh Kumar

Bus Attendant

Age: 42

Goals

  • Quick attendance marking
  • Clear route navigation
  • Efficient parent updates

Pain Points

  • Time-consuming & Stressed in memorising Attendance
  • Multiple parent phone calls

Behaviors

  • Memorise Attendance logs
  • Follows same route daily
  • Uses basic mobile phone

Dr. Meera Basak

School Administrator

Age: 48

Goals

  • Fleet management oversight
  • Cost optimization
  • Data-driven decision making

Pain Points

  • No centralized dashboard
  • Manual (phone call) bus tracking
  • No route analytics

Behaviors

  • Reviews daily reports
  • Manages multiple systems
  • Focus on efficiency metrics

Key Insights

What We Discovered

Important patterns that shaped design decisions

  • 87%

    Safety Over Features

    87% of parents prioritize safety features over convenience or cost savings.

  • 30s

    Real-Time Expectations

    Parents expect location updates every 30 seconds, not just milestone notifications.

  • 63%

    Trust Through Transparency

    Visible driver/attendant profiles increase parent trust by 63%.

  • 45min

    Manual Process Burden

    Attendants spend 45 minutes daily on paperwork that could be automated.

  • Last Mile

    Route Anxiety

    Parents feel most anxious during the “last mile” when the bus is nearest to school.

  • 92%

    Admin Blind Spots

    92% of schools lack data on route efficiency and on-time performance.

User Journey Map

Parent Journey: Daily School Transit

  1. 01

    Before Bus Comes

    Actions

    • Prepare child
    • Check time
    • Wait at stop

    Emotions

    Neutral

    Pain point

    No ETA visibility

  2. 02

    On the Bus

    Actions

    • Child boards
    • Bus departs
    • Transit to school

    Emotions

    Anxious

    Pain point

    Zero visibility during transit

  3. 03

    School Arrival

    Actions

    • Bus arrives
    • Child disembarks
    • Enters school

    Emotions

    Relieved

    Pain point

    No confirmation of arrival

  4. 04

    Return Trip

    Actions

    • Child boards
    • Transit home
    • Drop-off

    Emotions

    Anxious

    Pain point

    Same uncertainty repeats

User Flow

User flow for Parent App

  1. Login
  2. If user not registeredMessage: not registered
  3. Onboarding
  4. Enter Phone number
  5. Enter OTP
  6. Dashboard
  7. History
  8. Notification
  9. Activity
  10. Schedule activity
  11. Gate Pass
  12. Self pickup & drop off
  13. Leaves
  14. Select kid
  15. Tracking screenReturns to Select kid

Select Kids

In case of multiple kids, parent should be able to track them.

Self Pickup or Drop off

In case if the parent have to pick up the student early from the school or they have drop the student by them self. They can mark self pickup or drop off.

History

To check logs of the bus drop off time and pickup time.

User Flow

User flow for Attendant App

  1. Login
  2. If user not registeredMessage: not registered
  3. Onboarding
  4. Enter Phone number
  5. Enter OTP
  6. Dashboard
  7. List of trips
  8. Choose one trip and press start
  9. List of bus stop on the trip
  10. Bus reached the stop, mark attendance
  11. Bus reached the school
  12. End TripReturns to Dashboard

List of trips

Bus attendant can view the list of trip he has complete that day.

Attendance Marking

Bus attendant can mark attendance on the go and parent & school can get updates instantly.

Safety Concerns

Most of the time parent send grand parents or house helps to pick up the kids from the stops.

Problem Solving

How we will authenticate the Grand parents or house helps?

Suggested solution

QR authentication

As the user can be not very technoholic. he won’t be able comfortable. Plus there can be a scenario where user don’t use a Smart phone.

Not chosen

OTP Authentication.

It can be a great solution but i got to know from the tech team. Text message have 97% of success rate.

Not chosen

Adding a guardian Profile in Parent app.

If the Parent is allowed to add 2 guardian and attaching their govt. Id & if the attendant has a option to view the profile. He can take the decision very quickly. Quick option to call the parent can be a +.

Chosen solution

Rajbeer

Retired Accountant

Age: 64

Behaviors

  • Technophobic don’t know how to use smart phones
  • he use a keypad phone for calls.
  • Like to spend of his time with his Friends in park
  • Plays with his Grand children.

Link to the wireframe Wireframe ↗

Open full prototype ↗

User Flow

UI for Parent App

Tap through the phone, or pick a step to jump there.

Open full prototype ↗

User Flow

UI for Attendant App

Tap through the phone, or pick a step to jump there.

Research Summary

Parents Don’t Want Tracking — They Want Peace of Mind

“Technology should reduce anxiety, not add complexity”

Download the app ↗View original deck on Figma ↗

  • Proactive

    Visibility must be proactive, not reactive. Parents need updates before they ask.

  • Transparency

    Trust is built through transparency — seeing who’s driving and where they are.

  • Simple

    The solution must be simple enough for all literacy levels and age groups.

  • Next projectNABC Mobile App →
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