Overview
FASTag App is an all-in-one app that will help the user in buying, managing, recharging their FASTag and also keeping a track of their past transactions. All a user needs to have is a valid vehicle RC, a KYC form, passport sized photo and sufficient balance in their preferred bank account or payment wallets.
FASTag is a conceptual app based on the contemporary problem that India is facing.
FASTag is a conceptual app based on the contemporary problem that India is facing.
- Role: UX Research, UX Design, UI Design
- Team: Solo Project
- Duration: 5 Days Sprint
About FASTags
FASTag is an electronic toll collection system, operated by the NHAI. Based on radio frequency identification (RFID) technology, FASTag is affixed on the windscreen of vehicles. In other words, FASTags are prepaid rechargeable tags for toll collection.
FASTags are issued by 22 certified banks and through various channels at National Highway toll plazas and also at select bank branches and Paytm. They are also available on e-commerce platforms such as Amazon and Flipkart.
The need to create this app arose when FASTags became mandatory and there was a significant influx of people in bank branches and toll plazas for buying FASTags and activating them.
FASTags are issued by 22 certified banks and through various channels at National Highway toll plazas and also at select bank branches and Paytm. They are also available on e-commerce platforms such as Amazon and Flipkart.
The need to create this app arose when FASTags became mandatory and there was a significant influx of people in bank branches and toll plazas for buying FASTags and activating them.
DAY 1
Understanding the Problem
The Indian government has made FASTags mandatory but has yet not provided a clear cut method of buying a FASTag which has left many Indian's delusional. Not having a clear cut idea about the app added with a complex procedure of buying FASTAGS has made user's feel like it's a burden.
The problem Statement:
How might I make it easier for the user to understand, buy, activate, manage, recharge and keep a track of their FASTags transactions from the comfort of their homes?
The problem Statement:
How might I make it easier for the user to understand, buy, activate, manage, recharge and keep a track of their FASTags transactions from the comfort of their homes?
Design Process used
There were mainly two reasons for using Design sprint method-
- I had an idea about the expected outcome i.e. I knew what the end product should possibly look like.
- I took it as a challenge to see whether I can pull the entire process off in a few days.
Target users
FASTag is used by two group of people-
My Target audience for this FASTag app is the Individuals. I could've designed for both but since I was doing it in a Sprint ,I tried to niche it down to the section of users for whom it will be more beneficial.
- Individuals- people who own a few personal vehicles registered in their name.
- Businesses- who own many vehicles for their company.
My Target audience for this FASTag app is the Individuals. I could've designed for both but since I was doing it in a Sprint ,I tried to niche it down to the section of users for whom it will be more beneficial.
User's Pain points
After a thorough research ,I realized that the NHAI has launched an app "My FASTag"dedicated for this purpose ,however that app still doesn't serve the needs of the user's properly. After analyzing my findings, I identified 3 key pain points that the user currently has-
- Inability to understand complex procedure of buying FASTag i.e. there is no single place where the user can access all the information regarding FASTags and Buying a FASTag is a time consuming process For ex: you buy a FASTag from Toll booth then activate it by downloading the app by NHAI or by going to the nearest bank branch then for recharging they have to keep adding money by cheque/credit/debit cards.
- Inability to keep a track of past transactions
- Inability to view their current FASTag balance and recharge which increases the chances of defaulting on payment.
DAY 2
User flows
Since the user has 3 key pain points and eliminating these pain points is the goal of the app ,hence I decided to design for 3 different user flows-
Sketching
I started with pen and paper and tried to identify possible ways in which user can accomplish their 3 goals.
Main purpose of sketching was to understand a user's journey in understanding the aim of the app and also to fulfil the set goals .Once the sketches were finalized I moved to designing the app.
Main purpose of sketching was to understand a user's journey in understanding the aim of the app and also to fulfil the set goals .Once the sketches were finalized I moved to designing the app.
DAY 3
Designing in Figma
Once the sketches were finalized . I proceeded with the UI design for the app.
Eliminating pain point 1-Inability to understand complex procedure of buying FASTag
By- Including Onboarding of app and providing the status of their application process.
By- Including Onboarding of app and providing the status of their application process.
Eliminating pain point 2-Inability to keep a track of past transactions
By- Including option to view past transactions right on the home page.
By- Including option to view past transactions right on the home page.
Eliminating pain point 3-Inability to view their current balance and recharge their FASTag wallet
By- Including option of recharge in the navigation panel and providing the user to choose from a multitude of payment methods their preferred mode of payment.
By- Including option of recharge in the navigation panel and providing the user to choose from a multitude of payment methods their preferred mode of payment.
A set of all screens.
Style guide
Style guide helps us consolidate the components used in the design and can be made reusable . It helps both the designer and developer in understanding the components used.
DAY 4
Building Prototype
A prototype was built-
to simulate the entire experience of the user with the app.
to find gaps in the user flow.
to find opportunities to enhance the user experience.
to simulate the entire experience of the user with the app.
to find gaps in the user flow.
to find opportunities to enhance the user experience.
The link to the Prototype is shared here
DAY 5
Testing
I tested the prototype with few of my friends and family members who own a vehicle and are not that familiar with the FASTag process.
The goal of the testing was to check whether the app is successful in solving the user's pain points.
Key Insights-
However, a few suggestions were presented by the user's was that the app could be more optimized by-
The goal of the testing was to check whether the app is successful in solving the user's pain points.
Key Insights-
- users easily understood what FASTag is about and how to apply for a FASTag.
- users seemed delighted to see past transaction and current balance on the Home page.
- users could easily recharge their FASTags because the process seemed easier.
However, a few suggestions were presented by the user's was that the app could be more optimized by-
- having a "Choose language" option since there is still a part of population that doesn't understand English entirely.
- including a tooltip at places where there are chances for the user being unable to understand certain things.
Reflection
This being a 5 days sprint , I tried to deliver an MVP with all the necessary features. but if I had given it some more days ,I would surely have added the suggestion given by users and tested it again and again until the app was optimized enough to be not called an MVP.
However, I'll still inculcate the SUGGESTIONS in this design and will update the case study once its done.
However, I'll still inculcate the SUGGESTIONS in this design and will update the case study once its done.