FASTag UX Case Study

3 min readMay 1, 2022

About FASTag

FASTag is an electronic toll collection system, operated by the NHAI. Based on radio frequency identification (RFID) technology, FASTag is affixed to the windscreen of vehicles. In other words, FASTags are prepaid rechargeable tags for toll collection. FASTags do not have any expiry date, hence, they can be used as long as they are not tampered with and are readable at the toll plazas.

How does the FASTag system work?

Vehicles that have FASTag enabled on them do not have to stop at toll gates as charges are deducted from the prepaid or bank account when the vehicle is moving. This means that drivers do not have to stop their vehicles to make transactions as the toll collection will be done electronically under the National Electronic Toll Collection (NETC) program. Thus saving time and improving the overall UX.

My Role

I need to create an app that allows users to:

Buy a FASTag for their vehicle.
See their FASTag account balance and past transactions.
Top-up FASTag balance.
A new feature as per customer requirement.

Design Process

User Research

Through Playstore Reviews

Finding problems by empathizing with the user, I started my research journey from the play store, as the application had only 3.9/5.0 stars with many 1-star ratings, I thought this was the right place to start my research for user pain points.

Key Findings

I found enough pain points from the reviews themselves and interviews acted as the confirmation of these reviews.

91% of people thought the app needed updates.
44% of users said that the app was crashing after tapping on the app icon
56% of people said that they had a problem with registration.
Users expected the app to be fast and easy in transactions because that is the most used feature.
Some users faced the problem of the amount getting deducted from their bank account but not getting credited into their wallet.
62% of the users find it difficult to track their past transactions.

Target Users

Anyone in India who owns a vehicle except owners of Two-Wheelers.
People driving through the Toll Gates on Indian Highways. Bus and truck drivers(owners) / frequent travelers.

User Personas

Personas are key to the design process because they reflect the lifestyles of users and give us an idea of how to meet users’ needs or challenges.

User Goals

The user should be able to:

Buy a FASTag for their vehicle.
See their FASTag account balance and past transactions.
Top-up FASTag balance.
Calculate the Toll amount by entering location and destination and earning a reward point for every recharge.