User On-boarding

IRCTC Rail Connect Mobile Application

Week – 1
Assignment

- Sri Krishna V B
 About Product

IRCTC stands for Indian Railways

Released the app in 2017
Catering and Tourism Corporation.

Primarily used for booking long 10 Crores + downloads

distance train tickets

3.7 Rating in Playstore

Wholly-owned subsidiary of Indian Railways
4.1 Rating in Appstore
that provides ticketing, catering, and tourism
services to the Indian Railways

- Sri Krishna V B
 User Persona - 1

Pain points:
Age - 21
Complex Interface
Location - Delhi
Excessive time taken during
Tech Proficiency - Tech Savvy,
Sign - Up
prefers using mobile apps instead
Pop-Up of advertisements
of websites

Primary use case: Student Goals:

Book train tickets for, Simplified interface with guided
Traveling to hometown during festival instructions
holidays. Remove unwanted fields in Sign-Up
Trips with family or friends. page
For Industrial Visits Remove ads while registering

- Sri Krishna V B
 User Persona - 2

Pain points:
Age - 40
Complex Interface
Location - Bengaluru
Excessive time taken during
Tech Proficiency - Tech Savvy,
Sign - Up
prefers using mobile apps, prefers
Pop-Up of advertisements
using websites only in laptops
No proper user journey map

Primary use case: Goals:

Book train tickets for,
Travels to Chennai for meeting clients
frequently.
Visits native place during festival
holidays.
Trips with family or friends.
Employer Simplified interface with guided
instructions
Simplify Sign-Up process
Remove ads in unwanted places
Help with guidelines for the process
sequence

- Sri Krishna V B

Age - 60
Location - Mumbai
Tech Proficiency - Knows basic
functionalities in the smart phone
Primary use case:
Book train tickets for,
Pilgrimage
Travels to Bengaluru from Mumbai
to visit his grand children
User Persona - 3
Pain points:
Complex Interface with
clueless process
Long Sign - Up process
Pop-Up of advertisements
More time taken for app to
load
Captchas are difficult to fill
Goals:
Retired Employee Simplified interface with proper
guided instructions
Remove unwanted fields in Sign-Up
page
Enlarge the fonts and icons
Remove ads while registering
- Sri Krishna V B
 Part A
Existing User Onboarding Process and Pain
Points

- Sri Krishna V B
 Existing User Onboarding Process - 1

The app is available both This page appears while the App permissions are allowed Directly opens homepage.
in Playstore and Appstore app is loading for first time.

- Sri Krishna V B
 Existing User Onboarding Process - 1

Train option is chosen and Train details are searched List of trains are listed. Availability is shown when
the following page opens The list contains different stations. the class is selected.

- Sri Krishna V B
 Existing User Onboarding Process - 1

Passenger details are entered Passenger data are filled Additional data are filled Entered data is reviewed
after selecting the train

- Sri Krishna V B
 Existing User Onboarding Process - 1

Data is reviewed and Now, Login page pop-ups. Sign- Account holder data is filled. Unwanted data are collected
Proceed to Pay is selected up is also should be done here. Many fields which are optional

- Sri Krishna V B
Existing User Onboarding Process - 1

PIN is created Account is setup and next the

page leads to payment gateway.

- Sri Krishna V B
 Existing User Journey Map - 1
Stages Need Select train and date Input and Review Sign-Up Booking

Searches location, Adds traveler’s data and Does payment

Want to book Enters detail
Activity date and selects required seat. Reviews and gets the
train tickets and Sign-Up
train before paying. ticket status.
Happy
Feelings

Satisfied

Unhappy

The availability of
Many fields to be filled Again entering
tickets are not
and the UI is bad due to Sign-Up Captcha takes
Happy to book shown first. No
the low sentence process is time. Clicking
Experience ticket for the indication to
spacings. Tough to taking so “Back” by
journey differentiate selected
review because of fonts much time mistake causes
location and
and colors. failure to book.
available location.

Show availability Easily switch

Expects easy Simplified UI to enter and Simplify Sign-
Goals and highlight change from different
booking review data Up process
in location app after paying

- Sri Krishna V B
 Existing User Onboarding Process - 2

The app is available both This page appears while the App permissions are allowed Directly opens homepage.
in Playstore and Appstore app is loading for first time.

- Sri Krishna V B
 Existing User Onboarding Process - 2

Login page pop-ups. Sign-up Account holder data is filled. Unwanted data are collected PIN is created
is also done here. Many fields which are optional Ads pop-up inbetween

- Sri Krishna V B
 Existing User Onboarding Process - 2

Account is setup Train option is chosen and Train details are searched List of trains are listed.
the following page opens The list contains different stations.

- Sri Krishna V B
 Existing User Onboarding Process - 2

Availability is shown when Passenger details are entered Passenger data are filled Additional data are filled
the class is selected. after selecting the train

- Sri Krishna V B
Existing User Onboarding Process - 2

Entered data is reviewed Data is reviewed and

Proceed to Pay is selected

- Sri Krishna V B
 Existing User Journey Map - 2
Stages Need Sign-Up Select train and date Input and Review Booking

Searches location, Adds traveler’s data and Does payment

Want to book Enters detail
Activity date and selects required seat. Reviews and gets the
train tickets and Sign-Up
train before paying. ticket status.
Happy
Feelings

Satisfied

Unhappy

The availability of
Many fields to be filled Again entering
tickets are not
More details to and the UI is bad due to Captcha takes
Happy to book shown first. No
be entered the low sentence time. Clicking
Experience ticket for the indication to
and ads pop- spacings. Tough to “Back” by
journey differentiate selected
up in between review because of fonts mistake causes
location and
and colors. failure to book.
available location.

Show availability Easily switch

Expects easy Simplify Sign- Simplified UI to enter and
Goals and highlight change from different
booking Up process review data
in location app after paying

- Sri Krishna V B
 Gaps and Pain Points
Sign-Up Process
1) Have to search for Sign-Up option in Homepage

2) Unnecessary details asked like address

3) Pop - Up of unnecessary advertisements in unnecessary processes

4) Captcha is taking more time to load

5)If user is not Signed-Up first, then the same option appears before the payment page which is more
annoying.

6) The criteria for the Password is not mentioned. It only shows error if it doesn’t meet the criteria.

7) Password mis-match error is not showing right away while typing.

8) Every page is having ads which makes the page to load slow.

- Sri Krishna V B
 Gaps and Pain Points
Core Action
1) There is no indicator to show if there is change in the departure or arrival location.

2) Ticket availability is not indicated at the page unless the Class of ticket is selected.

3) Pop - Up of unnecessary advertisements in unnecessary processes

4) Color variation and Font size variation is very less, which is contributing to a bad UI.

5) Sometimes the page automatically closes and asks user to sign again.

6)Even when the Signed-In just now, the app asks to enter captcha once again which is again taking more time
and making the process more complex. Captcha is taking more time to load and difficult to fill sometimes.

7) Switching of payment apps and IRCTC app is being tough. Sometime error occurs and the booking gets failed.

8) Every page is having ads which makes the page to load slow.

9) New user cannot register at 09:30 AM to 11:30 AM. The app cannot be accessed from 11:45 PM to 12:15 AM.

- Sri Krishna V B
 Gaps and Pain Points
Summary

User journey Ads placed

should be only when
improved required

UI should be
improved

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 Part B
Reimagined Onboarding Process

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 Solution

As the gaps and pain points were analysed, some changes

have been done in User Interface (UI) and User Experience
(UX). The changes has been decribed in the upcoming
slides.

- Sri Krishna V B
 Existing VS Proposed

IRCTC RAIL CONNECT

Login
Your Name
Enter your name here

Mobile Number
Enter your password here

E-Mail ID
Enter your e-mail ID here

Create User Name

Create User Name here

Set Up Password
Enter your password here

Confirm Password
Re - enter your password here

Sign-Up

Ads pop-up inbetween Ads has been removed in Sign-Up page

Many fields like Optional are present. Some of the Pop-Up ads have also been removed.
same fields have to filled again in passenger detail page. Unwanted fields have been removed.

- Sri Krishna V B
 Existing VS Proposed

IRCTC RAIL CONNECT

Sign-Up

User Name
Enter your IRCTC User name here

Password
Enter your password here

Forgot Account Details ?

Login and book with OTP

Kr=X Enter the captcha

Login

AGENT LOGIN USING OTP

Font is small and the page has The font sizes has been increased and
more features which will not be unwanted spacing has been removed.
used while logging-in. Sign-Up option has been put.

- Sri Krishna V B
 Existing VS Proposed
NEW DELHI TO MGR CHENNAI CTL
WED, 0 7 FEB 20 24

23 Apr 24 Apr 25 Apr 26 Apr

MAS - MGR
NDLS - NEW DELHI
CHENNAI CTL

NZM - HAZRAT MAS - MGR

NIZAMUDDI N CHENNAI CTL

# Area for ads

Trains from different locations are Trains from different locations are categorized
shown in the same list. properly.
Availability is not shown. When the page opens, the availability is shown.
The different dates can also be chosen from above.

- Sri Krishna V B
 Existing VS Proposed

REVIEW JOURNEY
NZM MAS RAJDHANI
15:35 29h : 25m 21:00
Wed, 24 Apr Thu, 25 Apr
H Nizamuddin Mgr Chennai Ctl
(NZM) (MAS)
AVAILABLE - 308
PASSENGERS LIST
1) Sri Krishna 18 yrs, M, LB | Veg

Your ticket will be sent to ******1234@gmail.com

and +91-9********90

I HAVE REVIEWED THE DETAILS

Proceed to Pay Rs 3298.95

Fare Summary

#Area for Ads

Fonts are smaller Some fonts has been changed to Bold.

Filling captcha takes time and sometimes Captcha has been replaced by checkbox.
captchas are complicated to fill

- Sri Krishna V B
Proposed Onboarding Process

- Sri Krishna V B
 Proposed User Onboarding Process
IRCTC RAIL CONNECT

Sign-Up

User Name
Enter your IRCTC User name here

Password
Enter your password here

Forgot Account Details ?

Login and book with OTP

Kr=X Enter the captcha

Login

AGENT LOGIN USING OTP

The app is available both This page appears while the App permissions are allowed First, the user has to Login
in Playstore and Appstore app is loading for first time. or Sign-Up.

- Sri Krishna V B
 Proposed User Onboarding Process
IRCTC RAIL CONNECT

Login
Your Name
Enter your name here

Mobile Number
Enter your password here

E-Mail ID
Enter your e-mail ID here

Create User Name

Create User Name here

Set Up Password
Enter your password here

Confirm Password
Re - enter your password here

Sign-Up

New user registers here. Now the Homepage Train option is chosen and Train details are searched
appears. the following page opens

- Sri Krishna V B
 Proposed User Onboarding Process
NEW DELHI TO MGR CHENNAI CTL
WED, 0 7 FEB 20 24

23 Apr 24 Apr 25 Apr 26 Apr

MAS - MGR
NDLS - NEW DELHI
CHENNAI CTL

NZM - HAZRAT MAS - MGR

NIZAMUDDI N CHENNAI CTL

# Area for ads

List of trains are categorised
according to different stations. Passenger details are entered Passenger data are filled Additional data are filled
Availability is displayed. after selecting the train

- Sri Krishna V B
 Proposed User Onboarding Process
REVIEW JOURNEY
NZM MAS RAJDHANI
15:35 29h : 25m 21:00
Wed, 24 Apr Thu, 25 Apr
H Nizamuddin Mgr Chennai Ctl
(NZM) (MAS)
AVAILABLE - 308
PASSENGERS LIST
1) Sri Krishna 18 yrs, M, LB | Veg

Your ticket will be sent to ******1234@gmail.com

and +91-9********90

I HAVE REVIEWED THE DETAILS

Proceed to Pay Rs 3298.95

Fare Summary

#Area for Ads

Entered details can be reviewed.
Instead of Captcha, a checkbox is placed here. By this the extra time time taken and
complexity to fill the captcha code can be avoided.

- Sri Krishna V B
 Prosposed User Journey Map

Stages Need Sign-Up Select train and date Input and Review Booking

Searches location, Adds traveler’s data and Does payment

Want to book Enters detail
Activity date and selects required seat. Reviews and gets the
train tickets and Sign-Up
train before paying. ticket status.
Happy
Feelings

Satisfied

Unhappy

Fonts and Colors have

The availability and
Happy to book Sign-Up fields been changed. There is no need
indication of different
Experience ticket for the has been Passenger detail page to enter captcha
Departure and
journey limited can be changed with again
Arrival is shown
better UI

- Sri Krishna V B
 Summary and Results
The number of screens has been decreased from 16 to 11.

The UI has been improved with different fonts, bigger and bolder fonts at
required places. Colors have also been included wherever required.

The number of fields required to be filled while Signing-Up has been

decreased from 24 to 6. The major number of fields are removed because,
the same detail has to be filled once again in Passenger detail page.

The number of Captchas in the app has been decreased from 2 to 1. Instead
of captcha at the Review Journey page, a checkbox is used. By this we can
get the confirmation that the user has reviewed and confirmed the details. The
complexity of the process has been minimised as per the persona’s needs.

- Sri Krishna V B
 Future Scope
The entire UI and UX of the app can be changed in the future.
The amount of mobile data can be limited to Ads, by which the app will work
faster.
Pop-Up ads can be removed especially.

Limitations
The new users can’t register from 09:30 AM to 11:30 AM. This is due to the
excess amount of traffic during Tatkal booking hours.
The app cannot be accessed from 11:45 PM to 12:20 AM due to the
maintainance done on every night.

- Sri Krishna V B
Things I learnt:
1) How to identify a product
2) How to identify Pain Points
3) Making different personas
4) Making User Journey Map
5) Solving the pain points

“ FOCUSING ON SOLVING ONE PAIN

POINT IS BETTER THAN FOCUSING ON
MULTIPLE PAIN POINTS AT SAME TIME “

- Sri Krishna V B