Background

As a college student commuting daily by train, I quickly became reliant on the Unreserved Ticketing System (UTS) app developed by Indian Railways. This app, designed for travelers who don't need reserved seats, was intended to simplify the ticket booking process. But instead of offering convenience, it introduced frustration—multiple repetitive screens and a clunky payment process that made purchasing tickets feel tedious. As I dealt with the app each morning, I knew the experience could be vastly improved, especially for daily commuters like me who needed a quick, efficient, and reliable solution.

Identifying The Problem ❓

My primary frustration stemmed from the fact that the app slowed me down during my busiest hours. For someone rushing to catch a train to college, delays could derail the entire schedule. I noticed two clear issues:

• Repetitive Screens (Sub Problem 01): Every time I booked a ticket, I had to navigate through the same screens repeatedly. After selecting my journey and entering details, I was inexplicably asked to log in again, even after I'd already logged in. It felt like the app was throwing unnecessary hurdles my way, making me complete the same steps over and over.

• Complex Payment Process (Sub Problem 02): After enduring the repetitive screens, I faced an equally frustrating payment process. Several steps each identical to the last seemed to serve no purpose other than slowing me down. By the time I made it through all the steps, I was left irritated and with a growing sense that this app was not designed with the user's time in mind.

User Groups 👥

I wasn't alone in my frustration. Through conversations with fellow commuters, I found that the experience was just as difficult for them whether they were daily travelers like me or occasional users of the app.

• Daily Travelers needed the app to work smoothly and efficiently, as their time was already tight. The repetitive screens and slow payment process were major pain points.

• Occasional Travelers were equally put off. The infrequent users often found the app confusing and frustrating when they needed to buy a ticket quickly, leading to additional stress during their travels.

User Stories 💭