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Railscape: Transforming IRCTC’s Booking Experience
"Design is not just what it looks like and feels like. Design is how it works." - Steve jobs
My Role
UX Researcher & Designer
Timeframe
8 Weeks
Outline
User Research (Interviews, Heuristic Evaluation, Competitive Analysis), Wireframing, Low-Fidelity Prototyping
Abstract
IRCTC, India’s official railway booking platform, faces navigation challenges, payment failures, and slow performance, frustrating millions of daily users. This case study presents a user-centered redesign, addressing key pain points through UX research, usability testing, and a streamlined booking experience. By introducing faster navigation, predictive search, improved seat selection, and smart payment retry mechanisms, the new design reduces booking steps by 30% and improves overall usability. This project demonstrates data-driven decision-making, research-backed design solutions, and a human-centered approach to problem-solving.
About the Project
IRCTC, the official ticketing platform for Indian Railways, serves millions of users daily but has long been criticized for poor navigation, slow performance, and a cluttered UI. Our team aimed to redesign the platform to improve usability, reduce friction in the ticket-booking process, and enhance overall user satisfaction.
Problem
Statement
What's the issue ?
Users struggle with complex navigation, payment failures, and information overload when booking tickets.
The system lacks predictive search, streamlined booking, and clear payment confirmation messages.
Why is this a problem ?
Slow page loads and poor mobile optimization impact accessibility.
Users face difficulties finding relevant train schedules and seat availability.
Project Goal
Improve navigation & booking efficiency.
Reduce frustration by simplifying the UI.
Enhance speed & usability for a seamless experience.
User Research
User Interviews
This is the space to introduce the Product section and showcase the types of products available.
Heuristic evaluation
This is the space to introduce the Product section and showcase the types of products available.
Competitive Analysis
This is the space to introduce the Product section and showcase the types of products available.
App Store Reviews Analysis
This is the space to introduce the Product section and showcase the types of products available.
Key Findings ( User Pain Points)
Booking Complexity
Too many steps, unclear call-to-action buttons.
Payment Failures
Transactions frequently fail, with no clear error messages.
Navigation Issues
Hard to find train schedules, seat availability, and fare details.
Slow Load Times
Frustrating response times lead to dropped transactions.
User Interviews
We conducted one-on-one interviews with 5 frequent train travelers, including:
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2 Daily Commuters – Rely on IRCTC for work travel.
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1 Tourist – Uses IRCTC for occasional leisure trips.
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1 Travel Agent – Books multiple tickets daily for clients.
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1 Occasional Traveler – Books 1-2 times a year.
Key Qestions Asked
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What do you find most frustrating about booking tickets on IRCTC?
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How often do you experience failed transactions or slow load times?
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What features would make your booking experience smoother?
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Have you used any competitor platforms? If so, what did you like about them?
Key Findings
4 out of 5 users found IRCTC’s booking process too complicated.
3 out of 5 users abandoned bookings due to slow loading times or unclear payment failures
All users struggled with seat selection and unclear fare options.
Heuristic Evaluation
The IRCTC platform faces key usability issues in system status visibility (12 issues), real-world alignment (11 issues), and user control (9 issues). Users struggle with complex railway terminology, lack of real-time feedback, and limited options to modify selections.
Additional concerns include inconsistent UI, missing predictive search, and unclear error messages. Recommended improvements include real-time status indicators, simplified language, smart search, and clear retry options for payments.
Competitor Analysis
01
Unlike competitors, IRCTC does not offer features like saved passenger details, favorite routes, or personalized recommendations based on past bookings. Users have to re-enter information repeatedly, increasing frustration.
02
While platforms like MakeMyTrip and RedBus support UPI, wallets, BNPL (Buy Now, Pay Later), and international cards, IRCTC has frequent payment failures, slow processing, and fewer retry options.
03
Competitors provide smart filters (price range, duration, train type) and sorted results (fastest, cheapest, most popular). In contrast, IRCTC's static, cluttered display makes it harder for users to find the best options.
Reviews Analysis
analyzed 1,000+ user reviews on Google Play Store & Apple App Store to identify common complaints.
App crashes or freezes
43%
Payment failures & refund delays
37%
Slow loading times
28%
Confusing user interface
24%
Key Takeaways
IRCTC has a high rate of crashes, especially during peak hours.
Many users abandon bookings due to slow processing times.
Lack of predictive search and personalization frustrates users.
User Persona
Raj, a 29-year-old daily commuter, struggles with slow load times, payment failures, and a complex booking process on IRCTC. He wants faster navigation, saved routes, and predictive search to avoid repetitive inputs. He feels frustrated with failed payments and prefers faster alternatives like MakeMyTrip. Optimizing speed, simplifying booking, and adding smart payment features would greatly improve his experience.
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Empathy Map
Complex Booking Process
Problem
Users struggled to navigate multiple steps and unclear buttons.
No saved preferences for frequent travelers.
Solution Approach
Reduce booking steps from 6 to 3 for a faster experience.
Introduce AI-powered predictive search for stations & routes.
Payment Failures & Lack of Feedback
Problem
Users struggled to navigate multiple steps and unclear buttons.
No saved preferences for frequent travelers.
Solution Approach
Reduce booking steps from 6 to 3 for a faster experience.
Introduce AI-powered predictive search for stations & routes.
