UTS App Revamp
UTS App Revamp
UTS App Revamp
UTS App Revamp
Revamped and enhanced Unreserved Ticketing system app for easy and fast booking of tickets & season pass for local trains in the Mumbai Suburban region. Improved usability, accessibility and aesthetics.
Revamped and enhanced Unreserved Ticketing system app for easy and fast booking of tickets & season pass for local trains in the Mumbai Suburban region. Improved usability, accessibility and aesthetics.
Revamped and enhanced Unreserved Ticketing system app for easy and fast booking of tickets & season pass for local trains in the Mumbai Suburban region. Improved usability, accessibility and aesthetics.
Revamped and enhanced Unreserved Ticketing system app for easy and fast booking of tickets & season pass for local trains in the Mumbai Suburban region. Improved usability, accessibility and aesthetics.
The Problem
Currently the booking of tickets is very time consuming and seems
like a tedious task. The user gets frustrated navigating through
complicated user flows and components time and again. The app
doesn’t allow users who have season pass to book an extension
ticket ahead of his season pass
destination. As a result the user
has to either book a new ticket for the whole journey or de-board
the train after
reaching his destination to book an extension ticket.
Unnecessary login each time when the app is reopened.
The outdated interface and design make the app unappealing to use.
Currently the booking of tickets is very time consuming and seems
like a tedious task. The user gets frustrated navigating through
complicated user flows and components time and again. The app
doesn’t allow users who have season pass to book an extension
ticket ahead of his season pass
destination. As a result the user
has to either book a new ticket for the whole journey or de-board
the train after
reaching his destination to book an extension ticket.
Unnecessary login each time when the app is reopened.
The outdated interface and design make the app unappealing to use.
The Goal
Make the app more accessible as it is used by wide range of people
from different social classes and demographics. Lessen the clicks
and taps on screen to reduce the time required to complete tasks
such as ticket booking. Introducing a feature which helps
commutators book extension tickets over their season pass.
Enhancing and Restructuring the layouts and components to
make the app appealing and easy to use.
Make the app more accessible as it is used by wide range of people
from different social classes and demographics. Lessen the clicks
and taps on screen to reduce the time required to complete tasks
such as ticket booking. Introducing a feature which helps
commutators book extension tickets over their season pass.
Enhancing and Restructuring the layouts and components to
make the app appealing and easy to use.
My Role
Research, Conducting Interviews, Competitive analysis, Defining
problem & solution, Ideation, Designing, Prototyping, Usability Testing
Research, Conducting Interviews, Competitive analysis, Defining
problem & solution, Ideation, Designing, Prototyping, Usability Testing
User Interviews
User Interviews
Considering this app caters to the common public, communicating with
them directly helped me understand their pain points and frustrations on
the root level and empathize with users. I conducted user interviews by
preparing a set of questions.
Given below are some of the interview questions:
User interviews with recent study-abroad participants revealed not only their practical needs but also the significant emotional and psychological effects of their experiences.
Given below are some of the interview questions:
Considering this app caters to the common public, communicating with
them directly helped me understand their pain points and frustrations on
the root level and empathize with users. I conducted user interviews by
preparing a set of questions.
Given below are some of the interview questions:
For commuting do you use online booking or pay fares and buy physical tickets?
For commuting do you use online booking or pay fares and buy physical tickets?
How do you decide which mode of transportation to take to reach your destination?
How do you decide which mode of transportation to take to reach your destination?
How do you feel about traveling on the Mumbai Local train?
How do you feel about traveling on the Mumbai Local train?
Can you walk me through the process between deciding to travel by train
and boarding a train at the station?
Can you walk me through the process between deciding to travel by train
and boarding a train at the station?
Do you use only the UTS app or both UTS and physical tickets for traveling?
Do you use only the UTS app or both UTS and physical tickets for traveling?
Do you think there are any advantages of physical tickets over online booking?
Do you think there are any advantages of physical tickets over online booking?
Do you feel there are any drawbacks to the UTS app or any pain points for you?
Do you feel there are any drawbacks to the UTS app or any pain points for you?
Read the complete interviews here: First Interview Second Interview
Read the complete interviews:
First Interview
Second Interview
Competitive Analysis
Competitive Analysis
Pain Points
Pain Points
Outdated UI in UTS app
Huge crowd in trains
Not aware of the Mumbai Train Network
Range limit of booking on UTS app.
Process of booking ticket is very long and slow on UTS
Unable to view paperless ticket when there is no internet available
User is not able to view season pass price easily, he has to enter
document details, personal info before seeing the price
Overwhelming UI
Need to open another app(m indicator) to check train availability .
UTS has a similar feature but the UI and its placement is odd.
User are hesitant to book online ticket on routes which are not regular to them
Often User opt for UTS when they are in rush.
Ticket do not get booked even after the amount deduction
Outdated UI in UTS app
Huge crowd in trains
Not aware of the Mumbai Train Network
Range limit of booking on UTS app.
Process of booking ticket is very long and slow on UTS
Unable to view paperless ticket when there is no internet available
User is not able to view season pass price easily, he has to enter
document details, personal info before seeing the price
Overwhelming UI
Need to open another app(m indicator) to check train availability .
UTS has a similar feature but the UI and its placement is odd.
User are hesitant to book online ticket on routes which are not regular to them
Often User opt for UTS when they are in rush.
Ticket do not get booked even after the amount deduction
Research Findings
Research Findings
Users considered integrating the YATRI app, Chalo app, and UTS into a single
super app so that it's a one stop app for all travel needs across Mumbai.
Better integration with Google Maps would really help. For example, like the Uber
/Ola tab, have a button within the public transport tab on google which would
allow a passenger to book a bus ticket from point A to the station, then book a
train ticket from station A to Station B along the suggested route.
The younger users prefer Dark Mode option.
Having to select paperless ticket every time to go ahead and book the ticket is
time consuming and is unnecessary, it’s confusing for senior citizens. Booking
from phone means it is going to be paperless
Ability to buy connecting tickets.
If possible upgradation of tickets, like from first class to AC will be a useful feature.
Lots of people will use that.
With a lot of companies having hybrid work model, it would be nice to be able to
book tickets for a particular date range. For eg: book return journeys for Monday
to Wednesday etc.
Season ticket pass / normal ticket expiry notification
If I'm already have a pass till say A , but need to go to say B. Then the app should
allow me to buy A to B ticket only .This non availability causes a lot of issues in real life.
Users considered integrating the YATRI app, Chalo app, and UTS into a single
super app so that it's a one stop app for all travel needs across Mumbai.
Better integration with Google Maps would really help. For example, like the Uber
/Ola tab, have a button within the public transport tab on google which would
allow a passenger to book a bus ticket from point A to the station, then book a
train ticket from station A to Station B along the suggested route.
The younger users prefer Dark Mode option.
Having to select paperless ticket every time to go ahead and book the ticket is
time consuming and is unnecessary, it’s confusing for senior citizens. Booking
from phone means it is going to be paperless
Ability to buy connecting tickets.
If possible upgradation of tickets, like from first class to AC will be a useful feature.
Lots of people will use that.
With a lot of companies having hybrid work model, it would be nice to be able to
book tickets for a particular date range. For eg: book return journeys for Monday
to Wednesday etc.
Season ticket pass / normal ticket expiry notification
If I'm already have a pass till say A , but need to go to say B. Then the app should
allow me to buy A to B ticket only .This non availability causes a lot of issues in real life.
User Persona
User Persona
Based on the research, I created two user personas whom we will refer
to understand psychology of the target audience.
Based on the research, I created two user personas whom we will refer
to understand psychology of the target audience.
Based on the research, I created two user personas whom we will refer
to understand psychology of the target audience.
User Flow
User Flow
The Application
The Application
Authentication
Authentication
First Impression always matters!
A smooth onboarding of users and also
easy to log in, reducing the time to log in by 2 seconds.
First Impression always matters!
A smooth onboarding of users and also easy to log in, reducing the time to log in by 2 seconds.
Search Train
Search Train
Plan your journey beforehand!
Users can check the train timings and journey duration based on their selected route. The nearest stations are displayed based on your location for your comfort. You can also quick book a ticket for the selected route.
Plan your journey beforehand!Users can check the train timings and journey duration based on their selected route. The nearest stations are displayed based on your location for your comfort. You can also quick book a ticket for the selected route.
Plan your journey beforehand!
Users can check the train timings and journey duration based on their selected route. The nearest stations are displayed based on your location for your comfort. You can also quick book a ticket for the selected route.
Plan your journey beforehand!
Users can check the train timings and journey duration based on their selected route. The nearest stations are displayed based on your location for your comfort. You can also quick book a ticket for the selected route.
Book eTicket
Book eTicket
Intuitive interface and enhanced user flow to reduce stress during booking. Interactive components and easy to follow process keep the user engaged. You can save the booking details for quick booking of ticket.
Intuitive interface and enhanced user flow to reduce stress during booking. Interactive components and easy to follow process keep the user engaged. You can save the booking details for quick booking of ticket.
Book from Saved Tickets
Book from Saved Tickets
Save Time with Saved Tickets!
Save your journey details of your favorite or frequently travelled routes to book ticket on a click. Saved tickets are editable.
Save Time with Saved Tickets!
Save your journey details of your favorite or frequently travelled routes to book ticket on a click. Saved tickets are editable.
Book a Season Pass
Book a Season Pass
A periodical season pass is beneficial for regular commuters such as office goers and students. Commuters can choose the pass validity and plans.
CarryOn Journey Ticket
CarryOn Journey Ticket
Last but not the least!
The most valuable enhancement in terms of feature.
Now commuters can book an extension ticket based on their season pass, solving a very important use case.
Last but not the least!
The most valuable enhancement in terms of feature. Now commuters can book an extension ticket based on their season pass, solving a very important use case.
Last but not the least!
The most valuable enhancement in terms of feature. Now commuters can book an extension ticket based on their season pass, solving a very important use case.
More Case Studies
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@ 2025 Prajwal Mistry. All Rights Reserved
prajwal.crtv@gmail.com
What is the problem?
Currently the booking of tickets is very time consuming and seems
like a tedious task. The user gets frustrated navigating through
complicated user flows and components time and again. The app
doesn’t allow users who have season pass to book an extension
ticket ahead of his season pass
destination. As a result the user
has to either book a new ticket for the whole journey or de-board
the train after
reaching his destination to book an extension ticket.
Unnecessary login each time when the app is reopened.
The outdated interface and design make the app unappealing to use.
The Goal
Make the app more accessible as it is used by wide range of people
from different social classes and demographics. Lessen the clicks and taps on screen to reduce the time required to complete tasks such as ticket booking. Introducing a feature which helps commutators book extension tickets over their season pass. Enhancing and Restructuring the layouts and components to make the app appealing and easy to use.
My Role
Research, Conducting Interviews, Competitive analysis, Defining problem & solution, Ideation, Designing, Prototyping, Usability Testing
What is the problem?
Currently the booking of tickets is very time consuming and seems like a tedious task. The user gets frustrated navigating through
complicated user flows and components time and again. The app doesn’t allow users who have season pass to book an extension
ticket ahead of his season pass
destination. As a result the user has to either book a new ticket for the whole journey or de-board
the train after
reaching his destination to book an extension ticket. Unnecessary login each time when the app is reopened. The outdated interface and design make the app unappealing to use.
The Goal
Make the app more accessible as it is used by wide range of people from different social classes and demographics. Lessen the clicks and taps on screen to reduce the time required to complete tasks such as ticket booking. Introducing a feature which helps commutators book extension tickets over their season pass. Enhancing and Restructuring the layouts and components to make the app appealing and easy to use.
My Role
Research, Conducting Interviews, Competitive analysis, Defining problem & solution, Ideation, Designing, Prototyping, Usability Testing