IRCTC Home Page Redesign

Abhi Chatterjee
5 min readAug 25, 2023
IRCTC Website Home Page Design

About IRCTC

IRCTC, a subsidiary of Indian Railways founded in 1999, is vital in modernizing rail travel in India. It operates the official online ticket booking platform, oversees onboard catering with improved food quality, and facilitates tourism services like package tours and hotel bookings. It introduced the Tatkal booking scheme for last-minute tickets, offers diverse online payment options, and manages the sale of “Rail Neer” water. Additionally, IRCTC enables restaurant meal delivery during train journeys, provides accommodations in retiring rooms at stations, and runs the “Shubh Yatra” loyalty program for frequent travelers. Please note that developments beyond September 2021 might not be included.

IRCTC Target Audience

  • IRCTC’s primary audience consists of Indian Railways users seeking travel, catering, and tourism services.
  • This includes passengers requiring online ticket booking, ranging from tourists and business travelers to Tatkal users.
  • Frequent train travelers derive advantages from IRCTC’s loyalty program, while onboard meals, budget travel options, and tech-savvy conveniences appeal to specific groups.
  • The audience extends to online shoppers, transit passengers, food enthusiasts, and families/groups looking for streamlined booking and travel coordination.

IRCTC Website Design Issue

To tackle website design issues effectively:

  • Ensure logical navigation and clear labeling of buttons and links, maintaining consistency in design elements.
  • Test mobile responsiveness across various devices and optimize page loading speed by minimizing large images.
  • Adhere to accessibility standards (WCAG) to cater to users with disabilities.
  • Regularly check for broken links and create user-friendly error pages.
  • Collect user feedback and conduct usability tests to identify design flaws and improvement opportunities.
  • Maintain consistent branding elements, while avoiding clutter and utilizing clear headings for content.
  • Strategically place essential calls to action for user engagement.
  • Implement an iterative design approach based on user feedback and testing outcomes to achieve ongoing enhancements.

IRCTC Users Goals & Needs

To effectively tailor IRCTC services based on user needs:

  • Provide seamless booking experiences with intuitive interfaces.
  • Ensure easy access to schedules, fares, and accurate train information.
  • Offer hygienic and diverse catering choices for onboard consumption.
  • Present a range of tour packages and affordable travel options.
  • Prioritize accessibility, accommodating all users including those with disabilities.
  • Simplify account management for users to update personal details.
  • Implement secure payment methods to ensure data protection.
  • Maintain responsive customer support for prompt issue resolution.
  • Cater to special requirements such as discounts and assistance services.
  • Establish effective channels for user feedback and suggestions.
  • Introduce loyalty programs to reward frequent users.
  • Develop a user-friendly mobile app for on-the-go convenience.
  • Provide multilingual options to cater to diverse language preferences.

IRCTC User Review

IRCTC User Review
IRCTC User Review

SWOT Analysis of IRCTC

Below is a step-by-step detailed guide to help you with the SWOT analysis of IRCTC.

Strengths

  • Wide Reach & Distribution: Serving millions of customers globally with easily accessible services.
  • Government Support: Backed by the Indian government, benefiting from strong infrastructure and financial aid.
  • Monopoly in Rail Travel: Dominant in ticketing, catering, and tourism due to the absence of railway privatization.
  • Pioneering Online Ticketing: Leading internet-based rail ticket booking, offering cost advantages over aggregators.
  • Catering & Hospitality Monopoly: Exclusive provision of catering and food services within Indian Railways.
  • Stable Reputation: Trusted for consistent pricing and quality, fostering goodwill.
  • Technological Milestones: Continuously evolving systems, including the launch of iMudra payment wallet in 2019.

Weaknesses

  • Website User Experience: Inconvenient website navigation and repetitive logins hinder the booking process.
  • Food Quality and Temperature: Food taste and temperature issues, especially during long journeys, disappoint passengers.
  • Suboptimal Promotions: Lack of attractive promotional activities and brand management to engage younger customers.
  • Insufficient Technology Investment: Inadequate investment in technology for seamless process integration and expansion.
  • High Failed Transaction Rate: Website congestion during peak times, like Tatkal booking, leads to a high rate of failed transactions.
  • Subpar Customer Support: Monopoly status affects customer support quality and attitude of customer executives.
  • Slow Decision Implementation: Delayed implementation of organizational decisions affects timely service delivery.
  • Competition from Private Operators: Private operators providing better quality services pose a threat to IRCTC’s offerings.

Opportunities

  • Population Growth: Benefiting from a growing population, creating a larger customer base.
  • Rising Disposable Income: Targeting Gen Z with increased disposable income for expanded brand outreach.
  • Booming Travel Industry: Capitalizing on the growth in the travel industry to expand services.
  • Vast Market Potential: Utilizing India’s diverse market segments to offer personalized services.
  • Monopoly Advantage: Leveraging the non-competitive market to provide exclusive, tailored services.
  • Strategic Partnerships: Establishing collaborations with private operators to enhance service quality and reach.

Threats

  • Technological Advancements: Competitors’ technological advancements might attract customers away from IRCTC.
  • Privatisation Risk: Possible railway privatization threatens IRCTC’s dominance, given improving private operator services.
  • Government Withdrawal: If government support is withdrawn, particularly for catering and hospitality, IRCTC faces a critical challenge.
  • Airlines as Alternatives: Rising rail fares due to COVID-19 and the rise of budget airlines could lead to reduced customer bookings for IRCTC services.

IRCTC Competitive Analysis

Old Design Issues

Old Design Issues

User Survey

User Survey

Information Architecture

Home Page Navigation
Footer Navigation

Moodboard

Wireframe

Visual Design

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Abhi Chatterjee

UX Designer at Dubai Municipality specialised in User research & Interaction Design