The Mumbai Zoo

Taking help of Digitisation Promoting Mumbai’s Heritage

We Built the Digital Identity of BMC’s most prestigious property

The Story

In the heart of Mumbai, surrounded by skyscrapers, lies one of the city’s most iconic public spaces—The Mumbai Zoo (Byculla Zoo / Rani Baug). With over 270 animals and 6600 trees, it’s a heritage space visited by thousands every week.

Despite its popularity, the experience hadn’t evolved—offline ticketing, manual forms, and long queues discouraged citizens and tourists alike.

12Grids was entrusted by BMC to modernize this journey—from legacy to digital—through a seamless, unified ticketing system.

Problem Identified

Digitizing a public-facing property like the Mumbai Zoo meant solving for everyone—from Gen Z to senior citizens, from families to foreign tourists. The experience had to be:

🧭 Easy to navigate, even for digitally hesitant users
🌍 Accessible across channels—Online, Box Office & Kiosk
💳 Quick, secure & multilingual
🧑‍🤝‍🧑 Flexible across ticket types (Family, School, Tourist)

We conducted user interviews, journey mapping, and psy-behavior research to craft an interface that worked for the tech-savvy and the digitally illiterate alike.

Offline Ticketing in a Digital Era

Despite its popularity and legacy, ticketing at the Mumbai Zoo was still being conducted through traditional, offline modes—causing inconvenience and limiting accessibility.

a Seamless Online Booking Platform

To modernize visitor experience and cater to digital-savvy citizens, the Mumbai Zoo required a robust, user-friendly online platform that allowed for convenient and secure ticket bookings.

Challenge of Digitizing Commercial Properties

Getting an online portal for all the commercial properties of the Brihanmumbai Municipal Corporation (BMC) was a significant challenge due to legacy systems and operational complexities.

Offline Ticketing in a Digital Era

Despite its popularity and legacy, ticketing at the Mumbai Zoo was still being conducted through traditional, offline modes—causing inconvenience and limiting accessibility.

a Seamless Online Booking Platform

To modernize visitor experience and cater to digital-savvy citizens, the Mumbai Zoo required a robust, user-friendly online platform that allowed for convenient and secure ticket bookings.

Challenge of Digitizing Commercial Properties

Getting an online portal for all the commercial properties of the Brihanmumbai Municipal Corporation (BMC) was a significant challenge due to legacy systems and operational complexities.

Our Solution

To match the passion and pace of sports enthusiasts, we knew the shopping experience had to be fast, frictionless, and genuinely helpful. We didn’t just redesign the UI—we reengineered the entire user journey. From the moment a user lands on the homepage to the final checkout click, every interaction was rethought to remove barriers, build trust, and make decision-making effortless. The result was a seamless blend of functionality and emotion—where users not only browse but feel guided, understood, and confident in what they’re buying.

Embracing the Digital Shift

To match the pace of a world where everything from food to fashion is just a click away, an online ticketing solution was essential for The Mumbai Zoo. This shift brought convenience to users and aligned the experience with modern expectations.

Flexible Ticketing Categories

The platform supports four distinct modes of ticketing—Individual, Family, School, and Foreign Tourist. This categorization ensures a personalized booking experience and avoids crowding at entry points.

Inclusive and Accessible Booking Experience

The portal was designed to remove friction in the booking process by offering a seamless navigation flow and clear call-to-action buttons for every user type.

Designed for the Digital Generation

Understanding the behavior of Millennials and Gen Z, who prefer digital interactions over physical visits, the platform was built to meet their lifestyle—fast, simple, and mobile-friendly.

User Interface That Speaks to All

The 12Grids team created a vibrant and minimalistic design that was not only attractive but also intuitive. The layout ensures ease of use for all age groups, from college students to senior citizens.