REDESIGNING IRCTC

Background

Indian Railway Catering and Tourism Corporation(IRCTC) is under the ownership of Indian Railways that provides ticketing, catering, and tourism services for the Indian Railways.

Objectives

Redesign the IRCTC Train ticket booking website in a modern, intuitive, and user-friendly way

My Role

UI, UX & Research

Scope

IRCTC Train ticket booking via the website
(Self-started Case Study)

Usability Testing

I evaluated the usability of the system using the System Usability Scale (SUS) tool. It helped me identify the user satisfaction scale with a small sample size.

Empathy Map

I decided to use Empathy maps to get a deeper insight into users. Empathy maps aided the articulation of the Define phase of the design thinking process.

IRCTC Current Website

Problem Identification

Challenge

  1. Excessive content on a single page
  2. Lack of text and information hierarchy
  3. Inconsistent layout
  4. Out-of-date UI
  5. Laborious card payment process
  6. Acronyms and codes

User Emotion

  • - Cognitive overload
  • - Disorder or Confusion
  • - Lack of control, Unfamiliarity
  • - Lack of Interest, Procrastination
  • - Annoyance
  • - Confusing or Misleading

User Flow

Wireframing

Wireframes helped me establish the structure, hierarchy, and flow of possible redesign solutions. My focus was to provide smooth navigation and clear communication in a minimalistic way.

UI Design

Final Version

View Prototype
NEXT STEPS & REFLECTIONS
Since IRCTC is one of the most visited websites in India, defining the target users and research was easy. Spending time with a user and observing their behavior with the product helped me empathize with the users right from the beginning of the project. Following are the next steps:
  • Create remaining site pages
  • Conduct usability testing on users
  • Design and integrate complementary features