FASTag Violation & Settlement Workflow Automation
Banking | UI-UX
Background
With the digital push in India’s tolling infrastructure, FASTag e-toll collection became mandatory, causing transaction volumes to surge rapidly. Initially, reconciliation, violation management, and settlements involved heavy reliance on Excel, MS Access, and manual coordination across banks, toll plazas, and the NPCI. This resulted in operational bottlenecks and inefficiencies as the system struggled to keep up with scale.
To address these challenges, the project aimed to digitize and automate the entire lifecycle of violation workflow and settlements, fostering both process automation and data democratization across the organization.
Role & Responsibilities
• Collaborated closely with the business analyst and product manager.
• Translated complex manual processes into intuitive, scalable digital experiences.
• Designed user interfaces for workflow automation, image validations, ML-driven vehicle classification, and case management.
• Facilitated ideation workshops with technical, business, and field teams to map pain points and requirements.
• Iterated on prototypes based on continuous feedback.
Discovery & Research
To build a clear understanding of the toll process, RFID violations, and their types, we collaborated closely with business stakeholders from the bank. Using user-centric inquiry methods, we conducted multiple rounds of interviews to uncover insights into current workflows, operational pain points, and coordination patterns across toll plazas.
Through these discussions, we successfully mapped the as-is workflows for:
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Violation detection and management
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Image verification processes
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Settlement and reconciliation routines
These insights laid the foundation for identifying inefficiencies and opportunities for design improvement.
User Understanding
We conducted contextual inquiries by shadowing business users as they processed violation images. This immersive approach helped us uncover key challenges and unmet needs:
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Need for speed and accuracy in reviewing violation images
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Lack of unified dashboards for case tracking and reporting (MIS)
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Overdependence on email for communication with toll plazas
These findings directly informed our user journey mapping and feature prioritization.
Competitive & Technical Benchmarking
To inspire our solution, we explored industry best practices by benchmarking dashboard and portal designs from the financial and logistics sectors. This helped us identify scalable design patterns and effective UI models for data-heavy operational interfaces.
Define
Ideate &
Prototype
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Designed portals with clear separation for business teams, plaza users, and admins.
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Mapped user flows for core journeys: file upload, image validation, case assignment, communication.
Case management dashboard showing outstanding, rejected, and back-to-toll violations.
Image validation screens emphasizing speed and bulk review.
Key UX Decisions
Utilized modal overlays for rapid image validation.
Batch processing flows to minimize context switches.
MIS and dashboard sections with customizable widgets for employee efficiency, P&L, and outstanding cases.
Results
Reduced Manual Work:
Image validation and violation checks became significantly more efficient, with early prototypes enabling business teams to exceed their current throughput of 30 images/minute.
MIS and Visibility:
Role-specific dashboards provide actionable insights into employee efficiency, case statuses, and toll plaza performance.