The Indian Railway Catering and Tourism Corporation (IRCTC) began in 1999. With the growing population, there was a need to accommodate the large number of commuters. So, the Indian railway took the big step to venture into E-Commerce with what we know as the Rail Connect App.
The IRCTC app won the National Award for E-governance because it solved the national problem of booking train rides. It is a big step towards the technological development of India and its citizens. It changed how rides were booked from using third-party websites and long queues at the station.
The app was launched in 2017, and since then, it has recorded over ten crore downloads on the Play Store and a 3.6-star rating. The app has been revisited to contain more features beyond train ticketing; it now covers travel needs like booking meals, insurance, tickets for other modes of transportation, and even mobile recharges.
How did The IRCTC App become popular?
- It was the first organization to introduce an online train ticketing platform in India.
- The launch of the app itself was the icing on the cake; it was the talk of national and international media outlets.
- IRCTC launched “Ask Disha”, an AI assistant to help users with queries and guide their experience on the app
- It began to expand its scope of service to cater to its travel and tour-related services, which the users received positively.
From data to decision #UserFeedbackDecoded
- Users complain about the app’s slow functionality or total shutdown during peak hours.
- Another issue is that the app feels outdated and confusing for users.
- Users commended the security; however, the signup/sign-in process is lengthy and demanding.
- They want the extra service reduced to focus on the main service— Train booking.
The first option was to scour the Google app reviews to hear directly from the users about their experience with the app. This gave an empathetic approach to forming opinions and honest reviews that would benefit the users.
A team of UX experts also reviewed the app from a designer’s perspective. They clearly articulated the problems users are facing and suggested solutions that can improve the app’s usability.
IRCTC App Review led by Ashesh G, A Design Expert at Yellow Slice
Reviewed by:
- Cigdem Atmar
- Abhinav Jain
- Ashesh
Let’s dive into the comprehensive problem statement
Slow Performance
This is, agreeably, a frustrating experience for users. I can imagine having a hectic day; the only thing I have to do is book a ticket and head home. But the real wait begins, and frustrations come in as the clock ticks. The anxiety of missing the next available train home grows with the delay of waiting for the app to load. This is the sad reality of many users of the Rail Connect app.
The app’s sluggishness has different layers, starting with the loading screen. If I am lucky enough to scale through that, the next wait is waiting for a list of seats to book, which can take an eternity. If I can eventually select a reservation, another hurdle is waiting for confirmation, leaving me in between waiting endlessly or refreshing, which means starting again.
Inconsistent UI
Users complained about inconsistencies in the app and how they can’t remember a particular function because its counterpart looks different. The lack of a design system and information hierarchy mainly causes inconsistency. Another cause could be that an update was made, and the new features did not blend well with the existing features, leaving the users confused.
What this does is disrupt the user’s mental flow of the app, and it makes it difficult for them to remember how to use it the next time they visit. For an essential service such as railway transport, remembering to use the app every time should not be on the list of my problems as a user.
Misplaced Features
As a user, I already have a mental note of what an app should look like based on my experience and expectations. An app called Rail Connect App has given away that it is solely for railway services, and users will expect booking options, food selection, safety tips while in transit, etc.
Adding extra features that don’t relate to the main goal diverts users’ attention and creates a lot of visual noise. These features also contribute to slow performance due to the graphics and animations these services require. These features might have other business motives, but user experience is always more important than any other goal.
Excessive Ads
The app is now a product/service competition battle rather than buying a train ticket. Users have complained that these ads are intrusive, which clouds their mental pathway for booking their train tickets. These ads come in through the shop sections and other features like recharge and bill payment.
Imagine waiting for the list of available tickets to load, and the next thing you see is an Ad. It doesn’t make the waiting any more interesting. It just throws me off, making me abandon the process and opt for another option.
Higher Consumer Satisfaction = Higher Conversion Rates 🚀
Knowing the problem is not enough; a viable solution is needed to help users have a good experience.
Let users sign in/sign up easily.
This is a request on behalf of the users to allow them to sign in without asking for excessive documents, like a registration form for loan collection. The process of signing in is quite tedious and elongated on the app. Users have to log in every time they use the app, which involves biometrics and OTP verification, which can be stressful.
The following options can be considered to simplify the sign-in process while maintaining maximum security:
- Using biometric and pin security while opening the app and not as login credentials.
- Log-in should be reduced until the user logs out or the sim is swapped.
- Social media integration is needed to create an account, especially WhatsApp, to reduce waiting time for OTP.
- “Remember Me” feature that helps users save their login credentials to their Google account.
- Remove unnecessary questions, like marital status and nationality, from the user registration form.
User-Friendly Interface
There is much room for improvement in UI and usability, as the app is inconsistent in its designs and how some features function. The elements are not arranged well enough to guide users through their tasks. The app should have good information and a visual hierarchy that emphasizes the core functionality, such as train booking and PNR status, on the home screen, with easily identifiable icons and labels or bold text.
Another issue to address is inconsistency. For example, the icons should carry the same style and visual weight instead of using filled icons for some features and coloured icons for others. The choice and use of colours can also be improved. For starters, use simple colours with no gradients or excessive colour manipulation.
Prioritize Functionality
The app should be the final stop for the main features there, but if those features keep leading users to external websites, then maybe the app is not needed. If integrating some features like bus tickets and Ask Disha is not feasible, deep linking should be done. It allows CTAs to lead users to another page still on the app. It gives a sense of continuity and functionality; it shows that the features are not just there for decoration.
They can also work on partnerships that enable in-app purchases for travel-related services like ordering food, booking a cab upon arrival, and reserving hotel rooms. This will reduce the need to switch from one app to another, creating a disjointed experience.
Focus on Core Services
The app’s primary purpose is to book train tickets easily and swiftly, which should be the design’s focus. A design solution should be divided into main features and supporting features. The IRCTC app should focus on letting users book their rides rather than overwhelming them with the supporting features.
More importantly, user feedback is very important. There should be a routine call for user feedback to give the designers insight into what it feels like to use the app and identify areas that need improvement.
IRCTC App User Journey Decoded
1. What changes may be made to the welcome screen to facilitate better onboarding?
Consider adding a short label or clear value proposition to the welcome screen. The app’s main function, booking rail tickets, is visually communicated through self-explanatory icons and labels.
2. What are more user-friendly ways to close pop-ups?
They can provide an additional method to close pop-ups instead of relying on the “X Icon” by allowing users to click anywhere outside the pop-up window to close them. This will make the app more interactive.
Expert Review by Ashesh G
The IRCTC app is a testament to the Digital India initiative, and this is just the beginning. More ideas needs to be implemented to improve the Rail Connect app’s human-computer interaction. I have highlighted possible improvements and provided a learning platform for designers and product builders to incorporate.
That is what I and other expert designers do at Yellowslice; every design project solves problems and serves as a learning point for our clients and partners. Do you want to join the train of learners about user experience? Hurry up and send us your proposal, and let us help you design products that will amaze your users.