As a professional UX Researcher, here is a compilation of actionable pain points and user insights derived from the provided heuristic analysis and user testing documents, relevant to redesigning the UTS ticket booking app for Mumbai's daily local train commuters:

• Lack of Early Login Guidance and Status Visibility:
  • Users can progress through multiple booking steps (e.g., station selection, ticket type, fare view) without being informed that login is required, leading to wasted effort and frustration.
  • There is no clear indication of login status; the main screen looks almost identical whether logged in or out, with only the login button being replaced by a notification button.
  • The app lacks visual cues (e.g., greyed-out buttons, lock icons, tooltips) to indicate that certain actions are disabled when a user is logged out.
  • The login prompt is unclear and not contextual when a user attempts to book without logging in.
  • The login button is poorly positioned and hard to notice, making it difficult for users to realise they are not logged in.
• Slow Performance and Backend Delays:
  • The app consistently demonstrates sluggish performance, with each step in booking flows taking longer than it should and every step involving a loading screen.
  • Users express a desire to click something while the app loads to the next screen, indicating frustration with the delays.
• Confusing Navigation and Information Architecture:
  • Navigation elements are confusing because many options look and behave similarly but perform different functions.
  • The app lacks a clear navigation hierarchy, such as a bottom navigation bar, to group persistent and contextual features effectively.
  • Functions are not logically grouped (e.g., booking history, transactions, and "show ticket" could be combined).
  • Users struggle to locate specific sections, like the profile or help, due to their poor placement within the app.
  • There is no visual indication of active or inactive states in navigation tabs, making it hard for users to know their current location.
  • Important features, such as booking by QR, are out of reach for one-handed use, posing a hassle for commuters booking on the go.
• Overly Complex and Repetitive Booking Flows (Journey and Season Tickets):
  • The overall booking experience is described as painfully slow, complex, repetitive, and unoptimized for on-the-go use.
  • Users find it frustrating that moving back one step in a flow often results in going back three steps.
  • A significant friction point is the mandatory initial selection of radio buttons (e.g., "paperless" or "book at window" for journey tickets, "issue" or "renew" for season tickets) before users can proceed with basic booking details like source and destination.
  • Call-to-Action (CTA) buttons are often confusing, irrelevant, or inconsistently named (e.g., "GET FARE" instead of "Book Ticket" or "Get Pass"; "Submit" instead of "Get Pass"), leading to user confusion and increased drop-off rates.
  • Users are presented with an unnecessary decision point after entering source and destination to "get schedule" (which shows nothing) or "GET FARE".
  • Booking pages are text-heavy, lack proper visual hierarchy, and are difficult to scan for information.
  • The app limits bookings to a maximum of 4 adults or children, which is a significant inconvenience for larger groups.
  • Variable selections (e.g., number of passengers) are primarily managed through inefficient drop-down menus.
  • The process for season ticket booking is elongated by asking for additional information (train type, pass duration, ID) on a separate screen after initial submission.
  • Users are confused by the app's terminology, preferring "Pass" over "Season Ticket" and finding terms like "issue" and "renew" unclear.
  • Users struggle to recognize input containers or search bars when they are depicted as a single line rather than a distinct field.
• Confusing and Poorly Integrated Payment Flows:
  • The payment process is cumbersome, often requiring users to cycle through three redundant screens to complete a transaction.
  • Users face confusion on payment method selection screens, often seeing multiple, visually similar options that lead to the same next step.
  • Payment gateways are not well integrated; there is no option to save card or UPI information, requiring users to re-enter details if they navigate back.
  • The R-wallet being the default payment option adds friction and an extra step to the booking process, especially if the wallet is empty. The app does not remember preferred payment methods.
  • The initial payment option screen for R-wallet recharge looks unfamiliar and presents two vague options that confuse users.
  • Payment options for recharging the R-wallet are limited (e.g., only Mobikwik and Paytm were visible to one user), which can deter users of other payment methods.
• R-Wallet Usability Issues:
  • The R-wallet main screen lacks visual hierarchy, and two of its four options are redundant.
  • Users are confused by the similarity between "recharge history" and "passbook," suggesting they could be merged.
  • A "current balance" button serves no purpose as the balance is already displayed by default.
  • The recharge screen has a bright orange background that competes with content, an unconventional CTA shape, and an inconveniently placed/unclear back button.
  • The minimum recharge amount is not prominently displayed, and additional instructions are difficult to grasp.
  • The payment option screen appears corporate and bank-like, not consumer-friendly, with small CTAs and excessive text.
• Ineffective Help and Support Section:
  • The help section is difficult to locate, being isolated as a floating action button in the bottom right corner of the main screen.
  • Users struggle to find answers in the FAQ section, expressing reluctance to scroll through long lists of questions. A search bar is suggested to improve usability.
  • The app lacks native chat or call support, redirecting users to external links, which adds friction to the process.
  • Users found certain sections of the help page not working or were unable to navigate it effectively.
  • The font size in the help section is too small, posing a readability issue for users with visual impairments.
• General UI/UX and User Experience Discrepancies:
  • The app appears visually unappealing, and fonts are unreadable in certain areas.
  • Users are hesitant to click on elements they do not recognise, often opting for familiar, albeit incorrect, options (e.g., choosing "quick booking" which has limitations).
  • The "quick booking" feature is limited as it only works for routes previously booked and does not allow users to change specifications.
  • User information like name, date of birth, and ID number should not be editable as these details remain constant.
  • There was an instance where a common route (Mira Road to Dadar) could not be booked without a clear reason.