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IRCTC App: A Journey from Frustration to Satisfaction

India's railway network stands as a testament to scale and complexity, boasting over 22,593 operational trains and serving a staggering 24 million passengers daily. The Indian Railway Catering and Tourism Corporation (IRCTC) manages this vast network, offering the RailConnect app for train ticket bookings. However, despite its vital role, many users find the IRCTC RailConnect app frustrating.

As a UX designer, I took on the challenge of overhauling the app to provide a seamless, efficient, and enjoyable experience for all users. This is the story of how I transformed the IRCTC RailConnect app.

Identifying the Problems

To begin, I conducted extensive user research. This included surveys, interviews, and usability tests to understand the real pain points of users. The key issues identified were:

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Meet Fatima Begum: The Experienced Traveler

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Fatima's frustrations with the app included its complex navigation, slow performance, and limited customer support. By understanding her needs, I could focus on creating a more accessible and userfriendly experience tailored to older travelers like her.

The Redesign Process

To begin, I conducted extensive user research. This included surveys, interviews, and usability tests to understand the real pain points of users.

All new Onboarding Screen

We know that a seamless start is crucial. That's why we've introduced an all-new Onboarding Screen. Right from the moment you open the app, you are greeted with clear, concise guidance on how IRCTC RailConnect will assist you.

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Login Experience

  • Logging in is now faster and easier than ever. We've decluttered the login screen, removing additional apps i to minimize distractions and cognitive load. Now, logging in is more focused and straightforward.

  • I've streamlined the login process. Captcha is now moved to the OTP verification screen, simplifying the initial login. This acts as a secondary login option if OTP doesn't work, reducing confusion and cognitive load.

  • I've seamlessly integrated the YouTube link banner into the IRCTC RailConnect app UI. This ensures it complements the interface without being intrusive, providing easy access to additional resources while maintaining the app's functionality and visual coherence.

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The home page

  • This page is the core of our app, the most used by our users. To ensure it's accessible to all, I've used more humanized text and icons, making it easier to understand for the next billion users.

  • I've also given importance to the most secondly used features by removing class and quota upfront, instead placing these filters inside the select train option. This not only streamlines the user experience but also provides a more intuitive navigation flow.

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  • To enhance usability further, I've positioned the buttons lower on the screen, making them easily accessible for thumb use. This consistent placement ensures a seamless experience across the app."

  • Additionally, I've provided space for carousel cards with short, attention-catching text and call-to-action buttons on top. This replaces long text information, making it easier for users to find what they need at a glance.

Day-View Date picker

In response to user feedback, I've revamped the date picker to provide more useful information. Now, not only can you see the date, but also the day of the week, helping you plan your journey with ease, especially if you're considering weekends. 

But that's not all. I've also added a feature that shows your upcoming journeys directly in the date picker. The app will now inform you if you have a journey from station A to B on a particular day, making it even more convenient to manage your travel plans.
With these enhancements, booking tickets and managing your journeys is simpler and more efficient than ever before.

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The Train Selection

  • On the train selection page, I've made several improvements to enhance the user experience. First, I've added a universal help button and a back navigation button, making it easier for users to navigate and find assistance when needed.

  • I've also added icons inside classes to indicate the type of class and facility, providing users with clear visual cues.

  • To improve usability, I've removed repeating refresh buttons and added a pull-to-refresh feature, allowing users to update the page with a simple gesture.

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  • However, I understand that there have been some issues with the active state of the class selection box. I've noted this feedback and will work to ensure that the active state is more consistent and intuitive for users in future updates.

  • Additionally, I've made changes to the post-selection experience. Now, the date adopts the look and feel of the class selection, and an active state opens up a bottom overlay with a list of selected classes and availability on the next days, reducing confusion and improving usability.

Select passenger screen

  • In the select passenger screen, I've made several enhancements to improve the user experience. Now, you can add a new passenger directly from the select passenger screen, making it easier to manage your passenger list.

  • I've also added icons for veg and non-veg meal preferences, as well as seat type selection, providing users with clear visual indicators.

  • Additionally, I've redesigned the primary call-to-action at the bottom to give you an idea of what will happen in the next screen, improving user understanding and anticipation.

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  • These enhancements aim to make the passenger selection process more intuitive and efficient for all users..

Review Journey screen

  • In the Review Journey screen, we've made several improvements to enhance the user experience. First, we've created a virtual ticket view that shows all journey details, allowing you to review them at a glance.

  • In the passengers' section, we've simplified the process of adding new infants. Instead of multiple buttons, there's now a single option to add a new infant with or without a birth. Additionally, when adding a new passenger below the age of 5 years, you now have the option to specify if the child needs a berth, eliminating the need for multiple buttons on the review journey page.

  • To improve consistency, we've also made the type of buttons and toggles consistent throughout the screen, providing a more unified user experience.

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  • I've added a fare breakup section, allowing you to see the actual fare split and understand the cost breakdown of your journey.

The IRCTC wallet

  • Introducing the IRCTC wallet, a Digital Analogues feature that combines IRCTC Money and upcoming journey tickets into a digital wallet. This innovative feature mirrors the functionality of a physical wallet, where tickets and money are stored together, streamlining the user experience and making it more intuitive.

  • With the IRCTC wallet, users can easily manage their travel-related transactions and bookings in one place, enhancing convenience and efficiency.

  • Additionally, we've replaced the 'Order Food' and 'Hotel' buttons inside the journey details overview page with a more streamlined approach. This reduces cognitive load and simplifies the user experience

  • With these enhancements, the IRCTC RailConnect app offers a more integrated and user-friendly experience for all users.

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  • Reimagined the bottom navigation of the IRCTC RailConnect app to enhance usability and efficiency. We've placed the train and account icons first and last respectively. This is because people tend to focus on the beginning and end of lists or sequences, making these important features easily accessible.

  • All the other services in the app are now placed in one convenient location named 'Services.' This simplifies navigation and makes it easier for users to find what they need."

  • Additionally, i've placed the new wallet feature inside the app's bottom navigation. This feature is now frequently used to check booked tickets and manage IRCTC money, so it's easily accessible from anywhere in the app.

  • With these enhancements, navigating the IRCTC RailConnect app is more intuitive and user-friendly than ever before.

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The Results

As I conclude the user testing phase of the redesigned IRCTC RailConnect app, the feedback has been overwhelmingly positive. Users consistently remarked on the app's ease of use, noting that its intuitive design made tasks both faster and confusion-free. The feedback has been overwhelmingly positive, and the improvements are remarkable.

Quicker Feature Discovery

Users have found the app incredibly easy to use. The intuitive design makes every task faster and confusion-free.

150% Faster Task Completion compared to the old one.

  • Users now complete tasks 150% quicker on the new design prototype. This is a testament to the streamlined and efficient design.

  • 50% Less Confusion: From 'thinking out loud' sessions and post-task interviews, there's a 50% reduction in confusion. The clarity and simplicity of the new interface truly shine.

  • Quicker Feature Discovery: Users are spending significantly less time finding features, thanks to the logical and user-friendly layout.
     

The redesigned IRCTC RailConnect app is focused on simplicity and intuitive design, catering to users from diverse backgrounds and varying levels of digital literacy. By incorporating industry-standard interfaces, interactions, and logic, I've drastically reduced the learning curve.

This is more than just a redesign—it's a revolution in how users experience travel planning. The IRCTC RailConnect app is now more accessible, more enjoyable, and more efficient than ever before.

50%

Fewer instances of confusion

2X

Faster to complete booking Tickets

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Click the above "View Prototype" Button above to experience the prototype firsthand. I'd love to hear your thoughts and insights. Please share your feedback via message

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