The growing trend of private car ownership in Malaysia is increasing traffic congestion. As part of a solution, the Malaysian Automotive Association (MAA) chose to develop technologies for an electric bus system in Kuala Lumpur and initiated a project to design and engineer an electric bus system with a focus on Human Centred Design (HCD) principles. In order to fulfil this a total of 28-hours of user observation was conducted in Kuala Lumpur (KL), Malaysia. Alongside this field research an online questionnaire study of future users (n = 102, Age 21–35) was conducted to further substantiate findings. As a result, we address the need for HCD considerations to be included in sustainable public transport systems in Malaysia. User observation revealed six key issues associated with the daily routine of a commuter which were then used to inform the questionnaire survey. Alarmingly, the survey revealed that over 60 per cent of respondents had never used the bus system in Kuala Lumpur stating problems such as frequency, comfort, driver attitude and bus shelter access. This provided a necessary platform for improvement resulting in eight key recommendations ranked by importance with the aim to increase bus usage in Malaysia.