1. As-Is User Journey (Booking a Ticket in UTS App)

Stage User Actions User Goals / Expectations Pain Points & Emotions
Launch App Opens the app Quickly access booking Unsure of login status, login button hidden → Confusion right at the start
Ticket Type Selection Clicks radio button (e.g., “paperless”) Start booking without hurdles Forced to make decisions upfront without context (issue/renew, paperless/window) → Frustration
Enter Journey Details Adds source & destination Enter journey info quickly UI looks text-heavy, poor visual hierarchy, hard to scan → Cognitive overload
Navigation Confusion Clicks “next trains,” then realizes they must click “Get Fare” View train/fare options Misleading CTA (“Get Fare” vs “Book Ticket”) and unnecessary “Get Schedule” option → Wasted effort, annoyance
Customize Ticket Adjusts commuters, train type Tailor booking Drop-down menus, repetitive steps → Slow, clunky experience
Initiate Booking Clicks “Book Ticket” Proceed to payment Interrupted by modal to switch payment methods → Flow disruption
System Delay Waits for booking to start Expect quick progress Long load screens, forced inactivity → Impatience, frustration
Payment Selection (Step 1) Faced with 3 similar-looking options Select preferred payment easily Redundant choices, unclear UI → Decision fatigue
Payment Selection (Step 2) Selects UPI, then again chooses between cards/UPI/netbanking Confirm payment option Repetition of the same step, no saved preference → Irritation
UPI App Selection Clicks “Select a UPI App” → chooses app Complete payment with chosen UPI Extra click just to see UPI list → Unnecessary friction
Transaction Completes payment in UPI app Confirm transaction No option to save payment method for future → Inefficiency
Ticket Loading Waits ~10 seconds for ticket to load Get ticket instantly Long wait after payment → Anxiety, doubt if it worked
Outcome Finally sees ticket Relief, but low satisfaction Entire flow described as slow, complex, and frustrating

2. Mental Model (What Users Want vs. What System Delivers)

User Mental Model (Expectation) System Model (Current Reality) Gap / Mismatch
“I just want to quickly book a ticket on the go.” App forces multiple upfront decisions (radio buttons, issue/renew) before entering basics. Early friction creates frustration.
“Once I enter source & destination, I should be able to book.” Must go through confusing CTAs (“Get Fare,” “Get Schedule”) before booking. Poor labeling & redundant steps.
“Payment should be one smooth step.” Payment requires 3 redundant screens: method → type → app selection. Overcomplicated flow, repetitive decisions.
“The system should remember my preferences (UPI, commuters, routes).” No memory of previous preferences, except limited “Quick Booking” that lacks flexibility. High effort, no personalization.
“I want the process to be fast.” Every step has loading delays, long waits (esp. after payment). Slow backend + no micro-interactions → User boredom & frustration.
“I need clear navigation so I know where I am.” Similar-looking buttons, poor grouping, no active state cues. Users feel lost and disoriented.
“Help should be easy if I get stuck.” Hidden help button, unusable FAQ, external links. Support feels inaccessible and unhelpful.
“UI should be simple and clear.” Text-heavy screens, poor hierarchy, outdated look. Visual noise increases cognitive load.