The story of digitizing the toll plaza experience with FasTag app

This is an assignment! Not a case study

Assignment timeline: 12 hours

FasTAG application

A brief introduction about FASTag

FASTag is an e-toll collection system in India currently being operated by the National Highway Authority of India (NHAI). It takes the help of RFID-enabled smart cards to collect toll payments directly from the bank account linked to it.

This system provides the drivers/users to have a pleasant toll plaza experience without having to waste time in long queues.

This is the story of the process I followed in order to design a mobile application that helps users to simplify their experience with FASTag.

Is there a requirement for a mobile app?

Of course yes. It is so because mobile apps are accessible to everyone and it has the versatility to reach all the smartphone users of India.

Also, currently, the FASTag buying and managing experience is a totally bank-dependent process. Users need to register for a FASTag by buying it from a limited number of participating banks or official tag issuers, then recharging it and maintaining it on an SOS basis. Some banks support online procedures for the same followed by KYC verification of the vehicle owner.

This makes the whole situation very cumbersome and leads to obvious problems:

1. It does not offer users the flexibility to pay using various other payment methods like UPI, net banking etc other than only the registered bank account.
2. Issuing & managing more than one FASTag becomes very difficult.
3. In certain situations when the toll scanner doesn’t work due to some technical glitch, that becomes a dead end.
4. Long waiting time outdoors leads to an unpleasant experience for the users.
5. A systematic workflow will save a lot of time for the frequent goers of the same route. They won’t have to go through the same process over and over again.

Prior to the user research, I came up with a basic outline of the expectations of the application.

Project goal

1. Issuing new FASTag registrations via the application
2. Checking the available balance in real-time
3. Giving flexibility to users to recharge via multiple payment options
4. Making the experience of dealing with multiple FASTags pleasant for users
5. Scanning QR codes and making payments

User goal

1. Making the payment experience pleasant
2. Saving the users’ waiting time in long queues
3. Getting a history of all the latest payments along with full details and electronically generated receipts
4. Software alerts to recharge their e-wallet and to keep their profile up-to-date

User research

Due to the limited time period, I ended up contacting very few of my close friends who can be/are potential users of FASTag.

I decided to contact 3 types of users-

• Users who are familiar with the concept of FAStag and use it frequently
• Users who are familiar with the concept of FASTag but do not use it at all
• People who have no idea about FASTag (Before building a product we need to know the viewpoint of potential users as well as need to have a thorough understanding to welcome new users)

Based on my research I created 2 personas

Information Architecture

User flow diagrams

1. Recharging your FASTag wallet

2. Checking your wallet balance

3. Registering new FASTag

High fidelity and low fidelity prototype embed

This is a lo-fi & hi-fi prototype. Please play the file and experience the hands-on prototype.

High fidelity prototype

High fidelity designs

These are some of the application screens showing various experiences

Login and onboarding experience

Home screen and scanning interface

Recharging and payment experience

Adding and editing existing cars

Recent transactions and profile experience

Branding

Thanks for reading 😜