Role, Goal, Rule, Constraint

I want you to act as a professional UX Researcher and help me derive actionable pain points and insights from the attached documents.

Here are some rules you need to follow -

• Go through the attached documents and read the notes, observations, issues etc. and compile a list of actionable pain points and user insights, so i can use that as a reference to create design solutions.
• Understand the context on both documents to make sure the answer you give is coherent.
• Consider the severity and number of times an issue or observation is mentioned.
• Do not give anything other than a list of actionable pain points and insights. Do not hallucinate and do not try to give me solutions to the problems.

Some additional context - I am redesigning a ticket booking app called UTS for daily local train commuters in Mumbai. The documents attached are a heuristic analysis and user testing document.