1: As-Is User Journey

Stage User Actions User Goals & Expectations Pain Points & Emotions
Open App Opens the UTS app. Quickly start booking a pass. 😐 Neutral, hopeful.
Initial Selection Has to click a radio button to select “paperless pass.” Expects defaults or simpler entry points. 😒 Annoyed at repetitive radio button step.
Pass Type Confusion Gets confused between "New ticket" or "Issue ticket." Expects clear labels like "New Pass" or "Renew Pass." 😕 Confused, frustrated.
Input Details Clicks on "New ticket" → struggles with input boxes for source and destination. Enter start & end stations easily. 😖 Frustrated at unclear fields.
Fare Check Selects pass specifics (train type, duration, ID) → clicks “Get Fare.” Wants clear CTA to move forward (e.g., “Continue to Payment”). 😓 Confused by irrelevant “Get Fare” step.
Payment Prompt Gets interrupted by modal asking to switch payment method. Seamless transition to payment. 😡 Annoyed by interruption, feels forced.
Verification Verifies pass info → clicks “Book Ticket” again. Expects one confirmation, not repetition. 😤 Irritated at redundant steps.
Undertaking Accepts the undertaking. Wants legal/terms simplified & non-blocking. 😑 Passive acceptance, minor irritation.
Payment Options Faces 3 similar-looking options (cards, UPI, net banking). Must reselect UPI after earlier choice. Expects one clean payment screen with saved methods. 😠 Frustrated by redundancy.
UPI Selection Clicks "Select UPI app" → chooses preferred app. Expects UPI list to appear directly. 🙄 Feels it’s an unnecessary extra step.
Transaction Completes payment via chosen UPI app. Finish transaction successfully. 😰 Nervous until confirmed.
Completion Pass issued, process finishes. Quick relief & confirmation. 😌 Relieved, 🥳 finally done.

2: Mental Model vs. System Model (Gap Analysis)

Mental Model (User’s Expectation) System Model (How UTS Works) Gap / Mismatch
Booking a pass should feel like buying a simple product (select pass → pay → done). Forces multiple preliminary steps: radio buttons, confusing labels, redundant screens. Overly complex flow frustrates users.
Labels should match user language (e.g., “New Pass,” “Renew Pass”). Uses unclear terminology like “Issue Ticket,” “New Ticket.” Terminology mismatch creates confusion.
Input fields should be obvious (station names should be distinct, auto-complete expected). Input boxes look the same, unclear whether for source/destination. Lack of affordance, increases cognitive load.
CTA buttons should be action-oriented (“Continue,” “Pay Now”). Uses vague CTAs like “Get Fare,” “Submit.” Misleading CTAs cause errors & drop-offs.
Payment should be smooth with remembered preferences (saved UPI, cards). Repeated redundant payment flows; UPI apps hidden behind extra step. Redundant effort, wasted time, higher friction.
Verification should happen once. Forces multiple confirmation and verification steps. Redundant checks slow down flow.
Help should be accessible in-context (when stuck/confused). Help buried, non-contextual, redirects externally. No real-time support → frustration.