| Ticketing Flow |
|
|
| T1 |
“Book a single paperless ticket from Dadar to Churchgate departing now.” |
Time to locate ‘Book & Travel’. GPS/geofence errors. Confirmation visibility. |
| T2 |
“Now buy a return ticket Churchgate → Dadar.” |
Selection of ‘Return’, fare comprehension, ticket retrieval. |
| Pass Booking Flow |
|
|
| P1 |
“Renew your First-Class monthly pass Thane↔CST starting next Monday.” |
Route entry, date picker, price comprehension, wallet balance warning. |
| R-Wallet Flow |
|
|
| W1 |
“Your wallet shows ₹50. Top-up ₹100 via UPI.” |
Path to wallet, choice of payment aggregator, error messages. |
| Help Flow |
|
|
| H1 |
“Find instructions for recharging an ATVM Smart Card.” |
Search vs browsing, terminology match, time on task. |
| H2 |
“File a complaint about wallet money not credited.” |
Form discoverability, field errors, confirmation feedback. |