IRCTC Website HEURISTIC EVALUATION.
The IRCTC website has a game-changer in the realm of train travel in India, allowing users to book tickets, check schedules, and manage their journeys conveniently. However, despite its popularity, the website has faced criticism for its user experience (UX), often plagued by slow loading times, complex navigation, and occasional technical glitches. While it remains a go-to resource for millions, the IRCTC website could benefit from improvements in its UX to enhance user satisfaction.
Visibility of System Status :
Issue: It creates confusion to the users as many text are highlighted.
The cluttered navigation bar poses a hindrance to users’ ability to quickly and intuitively find their desired destinations within the website. This overload of options can lead to cognitive overload and decision paralysis, affecting the overall usability of the website.
Additionally, another concern was the occurrence of links that redirected users to entirely different websites, creating a disjointed and confusing user experience.
Recommendation: Highlight only the current page and book ticket clearly specify the purpose like book train ticket.
Match Between System and Real World :
Issue: As there are two logos at the top, which doesn’t make sense and even logo is not linked to the home page.
According to the “Match between system and the real world” heuristic, systems should follow familiar and intuitive conventions that align with users’ mental models. Placing error messages in unrelated areas can create confusion and make it difficult for users.
there should be only one logo.
User Control and Freedom :
- Confusing checkout experience: The checkout process on the website needs improvement to reduce confusion. Clear and intuitive steps, along with proper labeling and guidance, can help users navigate through the process seamlessly. Simplifying the payment options and providing transparent pricing information are also crucial.
- Also there is the absence of a back option on the login screen. This lack of a back button or alternative navigation method restricts user control and can be frustrating for users who wish to return to the previous screen or change their login approach.
- There is no “Emergency Exit” button.
- While booking tickets, if clicked back button the entire data is erased for which the user have to fill in alll the details again.
Consistency and Standards :
During the heuristic evaluation of the IRCTC website, a lack of consistency in the color scheme was observed. The website exhibits variations in color usage across different pages, including inconsistent colors for call-to-action (CTA) buttons.
Additionally, the mobile interface of the website was found to be confusing, lacking consistency with the web interface. Inconsistencies in design elements, layout, and navigation between the web and mobile versions can cause frustration and hinder users’ ability to seamlessly switch between devices.
Recognition Rather Than Recall :
Lack of login options: The website should provide alternative login methods, such as using Gmail or other social media accounts. This would offer users the freedom to choose the login method that is most convenient for them.
Repeated logins: Requiring users to log in repeatedly for each task can be frustrating and time-consuming. The website should allow users to stay logged in for a reasonable duration, maintaining their session across different tasks to enhance user convenience.
Aesthetic and minimal design:
interface should not contain information which is irrelevant. app does not contain any standardization of buttons, even there is no alignment and consistency.
Avoid using different colour and there should be a consistency.
In conclusion, the IRCTC website plays a vital role in simplifying train travel for millions of users. While it has revolutionized the ticket booking process and provided convenient access to information, there are notable areas for improvement. Addressing issues such as cluttered navigation, inconsistent color schemes, login inconveniences, confusing checkout experiences, and erratic session logouts can significantly enhance the user experience. By prioritizing user control, freedom, and consistent design principles, the IRCTC website has the potential to become an even more user-friendly and efficient platform. By continually refining its UX design and addressing user feedback, the IRCTC website can ensure that train travel in India becomes a seamless and enjoyable experience for all.
Disclaimer:
These are my personal opinions and I may be wrong. What I have done is only for educational purposes.