Toll Banking UX case study

Context

The client was experiencing a sharp increase in FASTag violations, which made the settlement process complex and difficult to manage. To address this, the client aimed to digitise and automate the end-to-end violation and settlement lifecycle, enabling a faster, more accurate, and scalable process.

Problem

Manual violation processing could not keep up with rapidly increasing FASTag transaction volumes. Teams relied heavily on spreadsheets and email chains, making the process slow and error-prone.

Solution

How I have started

I did intense discovery sessions with bank stakeholders to understand toll operations, RFID violations, and their types.

The questions

To go deeper, I shadowed one of business user to understand how he process violation images and manage cases.

Key Insight:

• Capture how users navigated between tools while reviewing images.
• Understand time pressure, error patterns, and cognitive load during peak processing.
• During the meeting I Identify the absence of dashboards and structured communication flows.

These insights directly shaped our user journeys and informed what needed to be prioritized in the first release.