Riding the Rails with Ease: Unveiling the Redesigned IRCTC App — A UI/UX Case Study
Simplifying the Train Booking Experience on IRCTC’s Mobile App for Seamless Journeys.
⚠ Disclaimer : During the period of this case study, I was not associated with IRCTC by any means.
Overview
The Indian Railway Catering and Tourism Corporation (IRCTC) stands as a cornerstone in the Indian public sector, dedicated to facilitating online ticketing, managing catering services, and overseeing tourism operations for the extensive Indian Railways network.
Why Redesign? 💭
To set the context…
Train travel across India is an experience unlike any other, but booking those tickets? Not quite as magical. During my own ticket-booking odyssey on the IRCTC mobile app, the clunky interface, unintuitive login process, and visual inconsistencies felt like obstacles rather than stepping stones. Prompted by this firsthand experience, I embarked on a deeper exploration.
The very first question that surfaced in my mind was:
Am I the only one? 🤔
So to find out the answer whether am I the sole individual facing these challenges with the IRCTC mobile app I decided to initiate a comprehensive research process on this.
Primary Research 🔍
To validate my initial observations and gather broader user perspectives, I conducted a comprehensive survey focusing on the IRCTC mobile app booking experience. This survey provided valuable insights into user pain points and informed the direction of my redesign efforts.
Methodology:
The survey was designed to capture the perspectives of a diverse user base. Participants were selected from various demographics, including students, working professionals, and retirees. The goal was to ensure a well-rounded representation of users who engage with the IRCTC app in different contexts.
Survey Insights:
A total of 32 responses were gathered, offering valuable insights into the distinct needs and preferences of users across categories. The survey delved into specific aspects of the booking experience, focusing on usability, visual design, and overall satisfaction.
Let’s explore the key findings that emerged from the survey, shedding light on user expectations and areas for improvement in the IRCTC mobile app.
Secondary Research 🔍
Complementing the primary research, I conducted an in-depth analysis of user reviews on the Google Play Store & App Store. This secondary research provides a broader perspective, capturing the sentiments of a diverse user base.
The following themes emerged from this synthesis:
1. Onboarding and Login
Streamlining the onboarding process is crucial for a positive user experience as it sets the initial tone for interaction with the app.
2. Issues with Payment Methods
Users frequently reported challenges and frustrations related to the payment process, indicating difficulties in completing transactions smoothly.
3. Visual Design
Visual design inconsistencies play a significant role in user perception and navigation. Visual design inconsistencies, including problems with font size, color schemes, and overall layout, were commonly cited by reviewers. A cohesive and consistent UI contributes to a more intuitive and aesthetically pleasing experience.
4. Irrelevant Features
Users highlighted the presence of irrelevant features, such as bill payments and recharge, which deviate from the primary goals of a train booking app, contributing to a cluttered interface.
5. Performance and Technical Issues
Frustration with app performance was highlighted, encompassing slow loading times, crashes, and connectivity problems.
This dual-perspective approach, incorporating both primary and secondary research, provides a comprehensive understanding of user interactions with the IRCTC app. The updated themes, ranging from payment concerns to UI inconsistencies and feature relevance, serve as a robust foundation for shaping the redesign strategy.
User Personas 👤
To distill the survey data into actionable design insights, I created user personas that represent the distinct needs of our target audience. These personas serve as archetypal representations of key user segments, incorporating both quantitative and qualitative data from the survey responses.
Let’s meet the personas that will guide the redesign process and ensure that the revamped IRCTC mobile app caters to a wide range of user preferences and expectations.
User Journey Map
Building upon the insights gained from user personas, we delve into the intricate journey users undertake while interacting with the IRCTC mobile app. This user journey map aims to illustrate the various touchpoints, emotions, and pain points encountered throughout the entire experience, from the initial app launch to completing a successful booking.
Problem Statement 🎯
To address these challenges, the redesign efforts will focus on streamlining the booking process, creating a visually cohesive interface, resolving payment method uncertainties, optimizing the onboarding experience, enhancing accessibility, and improving communication mechanisms. The aim is to transform the IRCTC mobile app into an intuitive, user-friendly platform that meets the diverse needs of its user base.
Lets dive into the actual redesign process…
Design System 🎨
The design system for the IRCTC mobile app is chosen such as a meticulous framework that unifies typography, colors, and iconography. This cohesive system ensures a consistent and visually pleasing user experience, fostering seamless interactions and enhancing the overall app aesthetic.
Prototypes
Embark on a visual journey through the redesigned IRCTC mobile app. In this section, we present interactive prototypes that showcase the transformative changes aimed at elevating the user experience. From onboarding to ticket booking, trips management, and various other screens, these prototypes encapsulate the thoughtful design decisions made to enhance usability, aesthetics, and overall functionality. Explore the side-by-side comparisons with the existing app to witness the evolution and improvements in each crucial aspect. Join us in redefining user journeys as we unveil the redesigned IRCTC app prototypes.
- Onboarding Flow: The redesigned onboarding flow is meticulously crafted to provide users with an intuitive introduction to the app, ensuring a seamless start to their journey. Compare it side-by-side with the existing app’s onboarding designs to witness the transformative enhancements aimed at simplifying user initiation.
- Train Ticket Booking Flow: The redesigned ticket booking flow, where every step is carefully optimized to create a frictionless process. From selecting journey details to completing the payment, the prototype showcases a user-centric approach that streamlines complexities and addresses user pain points. Witness the visual and functional improvements that elevate the ticket booking experience.
- Trips Section: The redesigned Trips section, where users can effortlessly manage and access their travel details. The prototype illustrates a user-friendly interface that enhances the post-booking experience, providing users with a clear overview of their upcoming and past trips. Explore the intuitive navigation and refined visual elements that contribute to an enjoyable user journey.
- Other Screens: The Profile screen presents a user-friendly hub for managing account details, preferences, and settings. Simultaneously, the IRCTC Wallet screen showcases an optimized space for seamless financial transactions. These screens underscore our commitment to user control, personalization, and secure financial interactions within the app.
Excited to see the redesigned IRCTC app in action? Click on the Figma prototype below and take control! Navigate through the screens, test the features, and don’t be shy to share your thoughts. Your feedback is invaluable, and I can’t wait to hear what you discover! 🕵️♂️💡
Reflecting on the Journey: Key Takeaways
Throughout this project, I immersed myself in the intricate dance between design decisions and user behavior. Understanding the profound impact of even momentary frictions on user choices became a revelation. A few seconds can be the tipping point, prompting users to rethink decisions or pivot entirely.
This case study has been a rich learning experience, offering invaluable insights into user psychology and interaction dynamics. While I acknowledge there’s always more to explore and learn, I am eager to carry the lessons from this study into my future projects. The journey continues, and each lesson fuels my enthusiasm for creating more seamless and user-centric experiences. 🚀🔍
