IRCTC WEBSITE REDESIGN
Context Brief
The Indian Railways has a vast network, but the ticket booking experience through IRCTC’s website/app and station counters is frustrating for users. Major pain points include technical glitches, confusing interfaces, payment failures, and inefficient processes.
Through user research surveys, we gathered feedback from diverse demographics highlighting their booking struggles – website crashes, slow servers, long queues, unhelpful ticket vending machines, etc.
The case study will analyze the current system’s strengths, weaknesses, opportunities, and threats (SWOT). Based on this and user pain points, it will propose UI/UX solutions like:
- Redesigning the IRCTC platform for smoother booking flows
- Leveraging new technologies
- Simplifying navigation and information display
- Integrating user feedback for continuous improvement
The goal is to transform the ticketing experience into an intuitive and delightful one across digital and physical touchpoints through thoughtful UI/UX interventions.
Problem Statement: Improving the User Experience of the Indian Railway Ticket Booking System
The current Indian Railway ticket booking experience, through IRCTC’s website/app and station counters, is plagued by technical glitches, confusing interfaces, payment failures, and inefficient processes, leading to frustration and dissatisfaction among users.
Crafted Solution
The current Indian Railway ticket booking experience, through IRCTC’s website/app and station counters, is plagued by technical glitches, confusing interfaces, payment failures, and inefficient processes, leading to frustration and dissatisfaction among users.
Timeline
Team
Only one member means single person and that was me.
Duration
2 months
My role
As a designer my role was to find the user’s problem and then conduct interviews and surveys to design better service and experience for the users.
Tools Utilised
Figma
Adobe Photoshop
Adobe Illustrator
Project Goal
- Streamline the ticket booking process by simplifying user flows, leveraging new technologies, and implementing user-friendly interfaces across digital and physical touchpoints.
- Improve system reliability and performance by addressing technical issues such as website crashes, slow server speeds, and payment gateway failures.
Passenger's Interviews
CAN YOU DESCRIBE A RECENT JOURNEY YOU TOOK BY TRAIN? WHAT FACTORS INFLUENCE YOUR CHOICE OF TRAVEL CLASS, AND HOW DO YOU TYPICALLY BOOK YOUR TICKETS?
AS A STUDENT, HOW DO YOU PLAN YOUR TRAIN TRAVELS AROUND YOUR ACADEMIC SCHEDULE? DO YOU ENCOUNTER ANY CHALLENGES WHEN BOOKING YOUR TICKETS ONLINE?
TELL ME ABOUT A RECENT TRIP YOU TOOK BY TRAIN. HOW DO YOU BALANCE THE AFFORDABILITY AND COMFORT FACTORS WHEN CHOOSING YOUR TRAVEL CLASS?
CONSIDERING YOUR OCCASIONAL TRAVEL IN THE GENERAL (UNRESERVED) CLASS, HOW DO YOU PLAN YOUR JOURNEYS, AND HAVE YOU FACED ANY CHALLENGES DURING TICKET BOOKING AT THE STATION COUNTER?
GIVEN YOUR FREQUENT TRAVEL IN FIRST AND SECOND CLASS AC, HOW DO YOU MANAGE YOUR BOOKINGS? ARE THERE SPECIFIC CHALLENGES YOU FACE DURING THE PROCESS?
CONSIDERING YOU TRAVEL MONTHLY, HOW DOES YOUR PROFESSION IMPACT YOUR CHOICE OF TRAVEL CLASS, AND WHAT CHALLENGES HAVE YOU FACED DURING YOUR TRAIN JOURNEYS? COULD YOU SHARE YOUR EXPERIENCE WITH ONLINE BOOKINGS?
Survey
User Persona
Empathy Mapping
SWOT Analysis
Strengths
- Established Infrastructure: Indian Railways has an extensive railway network and infrastructure, providing a strong foundation for implementing improvements in the ticket booking system.
- Diverse Travel Options: The system offers various travel classes, accommodating the diverse preferences and needs of passengers.
- Digital Presence: The availability of online platforms like IRCTC provides a convenient option for users to book tickets from the comfort of their homes.
Oppurtunities
- Technology Enhancement: Investing in improved server infrastructure, better website and app development, and implementing advanced technologies can enhance the overall online booking experience.
- User Education: Opportunities exist for educating users about alternative booking methods, reducing dependency on specific channels and mitigating issues related to online platforms.
- Integration of Feedback Mechanisms: Implementing effective feedback mechanisms can provide valuable insights for continuous improvement and a better understanding of user needs.
Weaknesses
- Technical Challenges: Frequent server crashes, slow internet connectivity, and payment failures present significant weaknesses in the online booking system, impacting user experience.
- Usability Issues: Users report difficulties in navigating the website and app, indicating weaknesses in the user interface and overall user experience.
- Limited Information Accessibility: Users express concerns about the accuracy and timeliness of information on the official website, highlighting weaknesses in information dissemination.
Threats
- Competition from Other Modes of Transport: Increased competition from alternative modes of transport, especially in regions where they are well-established, poses a threat to the popularity of train travel.
- Security Concerns: Online platforms may face security threats, and the risk of unauthorized access to user data could impact the trust users place in the system.
- Regulatory and Policy Challenges: Changes in government policies or regulatory frameworks can pose challenges to the implementation of improvements, requiring careful navigation of legal and administrative landscapes.
Brainstorming and Mind Mapping
User Flow
Possible Solution
Suggestion for improving Indian Railway ticket booking and reservation process.
Improved Server Stability
Investing in robust infrastructure to ensure high server performance and minimal service disruptions.
Enhanced User Guidance
Providing clear instructions and step-by-step guidance to assist users throughout the booking process.
Streamlined Payment Process
Simplifying payment procedures to minimize errors and reduce transaction times.
Advanced Personalization
Customizing the booking experience based on individual preferences, offering tailored recommendations.
Final Website UI Design
Proposed
existing
Proposed
existing
Prototyping
Conclusion
Challenges
- Technical glitches like server crashes, slow internet, and payment failures during online bookings
- Poor usability of the IRCTC website and app, including navigation issues
- Lack of accurate and up-to-date information on the official website
- Long queues and inefficient service at railway station counters
Learnings
- Need for technology upgrades, including better server capacity and user interface design
- Importance of educating users on alternative booking methods
- Value of integrating user feedback for continuous improvement
Outcomes
- Proposed redesigns for the IRCTC homepage and booking interfaces
- Suggestions for simplifying the payment process and removing unnecessary elements
- Recommendations for improving the user experience
- Overall focus on addressing challenges faced by passengers during ticket booking and reservation.