Role
Role
Role
UI designer
UI designer
UI designer
Process
Process
Process
Research, UI design, Prototyping, User interaction
Research, UI design, Prototyping, User interaction
Research, UI design, Prototyping, User interaction
Duration
Duration
Duration
2 weeks
2 weeks
2 weeks
Team
Team
Team
4 Members
4 Members
4 Members
Start Point
Why this project began?
Why this project began?
Why this project began?
The UTS app is meant to make train travel quick and stress-free, but for millions of commuters it ends up causing confusion, delays, and uncertainty. Cluttered screens, unclear states, language barriers, and a frustrating booking flow push users away from features designed to help them.
The UTS app is meant to make train travel quick and stress-free, but for millions of commuters it ends up causing confusion, delays, and uncertainty. Cluttered screens, unclear states, language barriers, and a frustrating booking flow push users away from features designed to help them.
The UTS app is meant to make train travel quick and stress-free, but for millions of commuters it ends up causing confusion, delays, and uncertainty. Cluttered screens, unclear states, language barriers, and a frustrating booking flow push users away from features designed to help them.
The UTS app is meant to make train travel quick and stress-free, but for millions of commuters it ends up causing confusion, delays, and uncertainty. Cluttered screens, unclear states, language barriers, and a frustrating booking flow push users away from features designed to help them.
Primary Research
Understanding the people
Understanding the people
Understanding the people
I conducted quick interviews with frequent travellers, observed people during peak hours, and analysed hundreds of Play Store reviews to capture their lived frustrations.
I conducted quick interviews with frequent travellers, observed people during peak hours, and analysed hundreds of Play Store reviews to capture their lived frustrations.
I conducted quick interviews with frequent travellers, observed people during peak hours, and analysed hundreds of Play Store reviews to capture their lived frustrations.
Storyboarding
Storyboarding
Storyboarding
A visual breakdown of the real on-ground moments that shaped my understanding of how commuters use UTS.
A visual breakdown of the real on-ground moments that shaped my understanding of how commuters use UTS.
A visual breakdown of the real on-ground moments that shaped my understanding of how commuters use UTS.
To understand the real struggle with the UTS app entered the world it serves
Hesitation. Mis-taps. Repeated checking. The struggle was real.
Online reviews backed the same pain points as well as new.
Piece by piece, the real problems revealed themselves.”
To understand the real struggle with the UTS app entered the world it serves
Hesitation. Mis-taps. Repeated checking. The struggle was real.
Online reviews backed the same pain points as well as new.
Piece by piece, the real problems revealed themselves.”
To understand the real struggle with the UTS app entered the world it serves
Hesitation. Mis-taps. Repeated checking. The struggle was real.
Online reviews backed the same pain points as well as new.
Piece by piece, the real problems revealed themselves.”
To understand the real struggle with the UTS app entered the world it serves
Crowded platforms revealed the pressure commuters face
Short conversations gave us raw unfiltered perspectives.
Hesitation. Mis-taps. Repeated checking. The struggle was real.
Online reviews backed the same pain points as well as new.
Piece by piece, the real problems revealed themselves.”
Second Research
User lens
User lens
User lens
Personas derived from interviews and observations to represent the everyday commuters UTS serves.
Personas derived from interviews and observations to represent the everyday commuters UTS serves.
Personas derived from interviews and observations to represent the everyday commuters UTS serves.
Persona 1:
Student Vijay
Age: 20
Goals: Seamless daily commute, quick ticket booking, real-time updates.
Challenges: Crowded trains, inconsistent schedules, work-related travel changes.
Needs: Accurate schedules, easy ticketing, notifications for delays.
Quote: "I need an app that makes my daily commute stress-free and keeps me updated."
Persona 2:
Commuter Sneha
Age: 26
Goals: Efficient, budget-friendly commute,
timely arrivals.
Challenges: Balancing study schedule with travel, peak hour congestion.
Needs: To ensure she arrives on time for her classes and extracurricular activities.
Quote: An easy way to book and manage tickets within her budget.
Persona 3:
Commuter Sharath
Age: 34
Goals: Comfortable, safe travel to visit family.
Challenges: Navigating digital interfaces, physical limitations.
Needs: Simple interface, large fonts, easy ticket booking, assistance features.
Quote: "I want an app that makes traveling easy and stress-free with clear instructions.
Persona 1:
Commuter Vijay
Age: 34
Goals: Seamless daily commute, quick ticket booking, real-time updates.
Challenges: Crowded trains, inconsistent schedules, work-related travel changes.
Needs: Accurate schedules, easy ticketing, notifications for delays.
Quote: "I need an app that makes my daily commute stress-free and keeps me updated."
Persona 3:
Commuter Sharath
Age: 34
Goals: Efficient, budget-friendly commute,
timely arrivals.
Challenges: Balancing study schedule with travel, peak hour congestion.
Needs: To ensure she arrives on time for her classes and extracurricular activities.
Quote: An easy way to book and manage tickets within her budget.
Persona 2:
Student Sneha
Age: 20
Goals: Efficient, budget-friendly commute,
timely arrivals.
Challenges: Balancing study schedule with travel, peak hour congestion.
Needs: To ensure she arrives on time for her classes and extracurricular activities.
Quote: An easy way to book and manage tickets within her budget.
What people have to say?
What people have to say?
What people have to say?
S
six chords
It's frustratingly slow, glitchy and has unnescessary amount of bloat options not at all required in a ticketing app! Please improve by focusing on train related affairs only! We have no requirement for the non-train related options! Kindly ensure the app has a clean UI!
It's frustratingly slow, glitchy and has unnescessary amount of bloat options not at all required in a ticketing app! Please improve by focusing on train related affairs only! We have no requirement for the non-train related options! Kindly ensure the app has a clean UI!
C
Chuba Longchar
This app does not know about a thing called 'user friendly interface'..also it's annoying when ads pop up when we're in the middle of booking and transaction. Charge more, but dont use ads in such booking apps..I am fed up of booking train tickets for numerous people becuase they can't successfully book a ticket
This app does not know about a thing called 'user friendly interface'..also it's annoying when ads pop up when we're in the middle of booking and transaction. Charge more, but dont use ads in such booking apps..I am fed up of booking train tickets for numerous people becuase they can't successfully book a ticket
V
Vinit Kumar
Worst application. This is the main app for irctc, this app is pathetic and containsds ads. What!!! Seriously? The main app contains ads. Sometimes it's just loading and loading and still loading…it didn't open 2nd time after installation every time I have to reinstall it. Also when I turn off notifications. it doesn't open.
Worst application. This is the main app for irctc, this app is pathetic and containsds ads. What!!! Seriously? The main app contains ads. Sometimes it's just loading and loading and still loading…it didn't open 2nd time after installation every time I have to reinstall it. Also when I turn off notifications. it doesn't open.
J
Johnson Joseph
Sometimes not able to login, if logged in the booking interface was loading like hell. And also the cancellation page also the same. this is not for the first time most of the time I'm facing this issue. I'm sure about my network is working good enough. Few bugs are there compared to last updated please rectify the issue ASAP.
Sometimes not able to login, if logged in the booking interface was loading like hell. And also the cancellation page also the same. this is not for the first time most of the time I'm facing this issue. I'm sure about my network is working good enough. Few bugs are there compared to last updated please rectify the issue ASAP.
Competitor Analysis
Competitor Analysis
Competitor Analysis
Competitor Analysis
Evaluating the existing UTS screens to pinpoint gaps in hierarchy, feedback, and navigation that impact real-world usage.
Evaluating the existing UTS screens to pinpoint gaps in hierarchy, feedback, and navigation that impact real-world usage.
Evaluating the existing UTS screens to pinpoint gaps in hierarchy, feedback, and navigation that impact real-world usage.
Key Findings
Key Findings
Key Findings
Competitor apps consistently offer clearer layouts, simpler flows, and stronger feedback compared to UTS
Competitor apps consistently offer clearer layouts, simpler flows, and stronger feedback compared to UTS
Competitor apps consistently offer clearer layouts, simpler flows, and stronger feedback compared to UTS
Easy login, simple tracking, clear tickets, proper error correction, as well as language options
Easy login, simple tracking, clear tickets, proper error correction, as well as language options
Easy login, simple tracking, clear tickets, proper error correction, as well as language options
Heuristic Evaluation
Before
Before
Evaluating the existing UTS screens to pinpoint gaps in hierarchy, feedback, and navigation that impact real-world usage.
Evaluating the existing UTS screens to pinpoint gaps in hierarchy, feedback, and navigation that impact real-world usage.
Evaluating the existing UTS screens to pinpoint gaps in hierarchy, feedback, and navigation that impact real-world usage.
Key Findings
Key Findings
Key Findings
Repetitive card layout makes it hard to distinguish past vs upcoming journeys.
Repetitive card layout makes it hard to distinguish past vs upcoming journeys.
No visual indicators (e.g., color tags or filters) to sort or view active/cancelled tickets.
No visual indicators (e.g., color tags or filters) to sort or view active/cancelled tickets.
Outdated visual hierarchy and poor modern UI practices.
Outdated visual hierarchy and poor modern UI practices.
Confusing login flow, users may not know which method to pick and it doesn't help that it asks for a re-login each time.
Confusing login flow, users may not know which method to pick and it doesn't help that it asks for a re-login each time.
To sum it all up
To sum it all up
To sum it all up
Disrupted Flows
Disrupted Flows
Key flows are misleading and sometimes time consuming, forcing users to repeat actions.
Key flows are misleading and sometimes time consuming, forcing users to repeat actions.
Disrupted Flows
Key flows are misleading and sometimes time consuming, forcing users to repeat actions.
Poor Ticket and
Journey Clarity
Poor Ticket and Journey Clarity
Absence of visual indicators (like color tags or filters) make it difficult to distinguish active, past, or cancelled journeys
Absence of visual indicators (like color tags or filters) make it difficult to distinguish active, past, or cancelled journeys
Poor Ticket and
Journey Clarity
Absence of visual indicators (like color tags or filters)
make it difficult to distinguish active, past, or cancelled journeys
Missing Accessibility Options
Missing Accessibility Options
support for non-English users are missing, reducing comfort and confidence
support for non-English users are missing, reducing comfort and confidence
Missing Accessibility Options
support for non-English users are missing, reducing comfort and confidence
Outdated Visual Hierarchy
Outdated Visual Hierarchy
Dense text, inconsistent icons, and weak hierarchy make key info like booking statuses hard to find
Dense text, inconsistent icons, and weak hierarchy make key info like booking statuses hard to find
Outdated Visual Hierarchy
Outdated Visual Hierarchy
Dense text, inconsistent icons, and weak hierarchy make key info like booking statuses hard to find
How might we?
How might we make ticket booking feel clearer, faster, and more trustworthy for every user?
How might we make ticket booking feel clearer, faster, and more trustworthy for every user?
How might we make ticket booking feel clearer, faster, and more trustworthy for every user?
1
1
Improved Action Feedback
Improved Action Feedback
2
2
Simplifying
login flow
Simplifying
login flow
3
3
Clear booking details
Clear booking details
4
4
Bigger, clearer buttons
Bigger, clearer buttons
Output
Revised Ticket Flow
A simplified booking and confirmation journey with clearer steps, better status visibility, ensuring users always know what’s happening next.
A simplified booking and confirmation journey with clearer steps, better status visibility, ensuring users always know what’s happening next.
A simplified booking and confirmation journey with clearer steps, better status visibility, ensuring users always know what’s happening next.
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Phone number
9988776655
Full Name
Arun Kumar
Email address
arunkumar09@gmail.com
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and Privacy Policy
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or
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Sign Up
Phone number
9988776655
Full Name
Arun Kumar
Email address
arunkumar09@gmail.com
Password
Password
Must have atleast 8 letters
I Accept and Agree to the Terms & Conditions
and Privacy Policy
Sign Up
or
Login
Sign Up
Phone number
9988776655
Full Name
Arun Kumar
Email address
arunkumar09@gmail.com
Password
Password
Must have atleast 8 letters
I Accept and Agree to the Terms & Conditions
and Privacy Policy
Sign Up
or
Revised Login screens
A cleaner, stable login experience that removes repeated re-logins and guides users through a predictable, frustration-free entry point into the app.
A cleaner, stable login experience that removes repeated re-logins and guides users through a predictable, frustration-free entry point into the app.
A cleaner, stable login experience that removes repeated re-logins and guides users through a predictable, frustration-free entry point into the app.
Language Comfort
A dedicated language selection step upfront, giving users immediate control and addressing major accessibility gaps
A dedicated language selection step upfront, giving users immediate control and addressing major accessibility gaps
A dedicated language selection step upfront, giving users immediate control and addressing major accessibility gaps
Consistent Components & Clear Details
Consistent Components &
Clear Details
Unified screens for account details, previous journeys, and active tickets make information easier to find. Multiple booking options are now structured logically.
Unified screens for account details, previous journeys, and active tickets make information easier to find. Multiple booking options are now structured logically.
Unified screens for account details, previous journeys, and active tickets make information easier to find. Multiple booking options are now structured logically.
Result?
By prioritizing user feedback, we streamlined navigation and transformed ticket booking into an intuitive process, reducing friction and boosting satisfaction for a more engaging, user-centric experience.
By prioritizing user feedback, we streamlined navigation and transformed ticket booking into an intuitive process, reducing friction and boosting satisfaction for a more engaging, user-centric experience.
By prioritizing user feedback, we streamlined navigation and transformed ticket booking into an intuitive process, reducing friction and boosting satisfaction for a more engaging, user-centric experience.
Key Learnings
Learned how to design for real users under real constraints
Learned how to design for real users under real constraints
Learned how to design for real users under real constraints
Understood the importance of simplifying flows without removing functionality.
Understood the importance of simplifying flows without removing functionality.
Understood the importance of simplifying flows without removing functionality.
Realised how immersion and field research shape better UX decisions.
Realised how immersion and field research shape better UX decisions.
Realised how immersion and field research shape better UX decisions.
Learned how to design for real users under real constraints
Learned how to design for real users under real constraints
Learned how to design for real users under real constraints
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