Circular Journey Interaction Design


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Planning, use Cases and workflows for circular journey design problem; a standard design problem that gets asked in companies across India...

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  • How to design Cirular tkt to visit Allahabad,Varanasi,Ayodhya, Chitrakoot & other pilgrim stations on the way to get benefit of AC2 railway circular journey for our Senior Citizen NGO group from DELHI
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Circular Journey Interaction Design

  1. 1. Design for "Circular Journey"A Ticket Booking Application for Indian RailwaysAmit Tungare,User Experience DesignOctober, 20111
  2. 2. Design Intent2
  3. 3. ▪ Indian Railways would like to design a web application that can help usersmake reservations for a "Circular Journey"; a special method of travelingto various destinations in a round-trip format.▪ Currently the process is a manual method requiring the user to interact withindividual officers at various zonal train stations and this process iscumbersome.▪ Indian Railways is looking for a solution that will help make this processseamless and easy to reserve.Design Intent3
  4. 4. 1. Indian Railways provides the facility of booking Circular Journey Tickets.2. These tickets offer unique travel flexibility, as they are issued for all journeys(other than regular routes), which begin and complete at the same station.3. Circular journey Tickets can be purchased for all classes of travel.4. A maximum of eight break journeys will be admissible on these tickets.5. Standard Circular Journey Tickets are also offered by Zonal Railways. Thesecover popular destinations for the Convenience of tourists.6. The details of route, fare etc., for these tickets can be obtained fromnominated stations in each Zonal Railway.7. User can purchase these tickets if any one of the standard routes suits yourconvenience.8. Alternatively the User can inform the Zonal Railways about your itineraryand Circular Journey Tickets can be drawn up to suit user requirements.Background Information4
  5. 5. ▪ User should be able book online▪ User has the flexibility to break journey▪ User has to return to the place of origin▪ Number of routes in Circular Journey are fixed▪ User can choose to omit certain destinations (customize journey)▪ A maximum of 8 destinations allowed▪ If due to unavoidable circumstances passengers do not wish to cover all thestations specified on the itinerary but like to perform journey by the directand shorter route cutting short their journey time & may seek permission totravel by the shorter route.* The Station Manager may in such cases use their discretion and allow the holders of circularjourney ticket discretion and allow the holders of circular journey ticket to travel by the shorterroute on a written application to be obtained from the party concerned subject to condition that insuch case no refund will be allowed towards difference in fares. The Station Manager grantingpermission in such cases will also make an endorsement on the tickets accordingly.Requirements + Assumptions5
  6. 6. Requirements + AssumptionsAdditional Assumptions▪ User can select their class of travel▪ User can select if they belong to a certain quota (eg. senior citizen etc.)based on which 30% discount applies if a user chooses to travel for morethan 1000kms▪ Omitting certain destination does not mean a shorter route.▪ Reservation of the train ticket does not cover meals or accommodation atthe break journey location.6
  7. 7. Assumptions Continued...Technical Assumptions▪ Cost Calculation algorithms exist when designing this application▪ The interface will be designed based on the assumptions that there is real-time connectivity to the SQL server back-end▪ Bing Maps APIs are available to be integrated within the UI for interactiveexperience.▪ The main technology for implementation has been chosen as .NET andexpected to be delivered and rendered in AJAX or Sliverlight7
  8. 8. Design Business Case8
  9. 9. ▪ Indian Railways has a great way of maximizing the bulk sales of tickets totravellers.▪ However; because of the current cumbersome methods of ticketreservation this method is not used as often as it is intended to be.▪ Indian Railways would therefore like to design an online solution that willhelp users book these journeys easily, intuitively and in an effortless way.Business Goals▪ The advantage of the Circular Journey is that the tickets give the users thebenefit of telescopic rates, which are considerably lower than regularpoint to point fare. With these tickets, you not only save time but also theinconvenience of booking ticket at each leg of the journey.▪ Indian Railways expects that by creating this way of providing the ability toreserve circular journey tickets; they will be able to profit from the bulksales.Business Case Analysis (Based on Assumptions)9
  10. 10. Stakeholder Value Chain10
  11. 11. Stakeholder Value ChainImportance of mapping out stakeholder value chain:Enables you to identify and target the right people to research AND the rightresearch method to useEnsures that requirements are captured for ALL stakeholdersMakes inter-relationships and processes explicitAllows you to DE-RISK design decisions by understanding associated trade-offsStakeholder value chain maps out the network of stakeholders, and theirinter-relationships – it identifies:Classes or categories of stakeholdersUser groups – the various end-users or direct usersChoosers/purchase decision-makersChannels (through which the product is purchased)Goals of each stakeholder groupany interactions or conflicts11
  12. 12. Stakeholder Value Chain*Decision MakersInternal StakeholdersZonal OfficersEnd UsersPayment GatewayManagersCashiers andAccountantsGovernment AgenciesGovernment AgenciesRailway MinisterCIOIT ManagersStakeholder ValueChainUser Booking CircularJourneysCustomer Support* The content here is largely based on assumptions and intends to show one of the steps in the process of the designer 12
  13. 13. User Analysis (Roles and User Scenarios)13
  14. 14. Desktop User Mobile User SupportRoles▪ Person Booking The Journey▪ Person Checking the Account/JourneyRoles▪ Person Troubleshootingor assisting the usersUser RolesNote:For the purpose of this design problem, we will address the Desktop User Role14
  15. 15. User GoalsFollowing are the goals identified as user goals▪ Arrive on Indian Railways Circular Journey website and be able to quicklyidentify where to book for the journey▪ Be able to select the journey▪ Be able to add or remove break journey points▪ Complete the reservation & print ticket▪ Be able to come back and review their detailsCharacteristics and skills required for this user goals▪ Technical skills may range from high to low▪ May not be tolerant with technical issues (may abandon if difficult to use)▪ May have challenges with language▪ May sometimes be trying to connect from remote locations or internetcafes15
  16. 16. Usage Scenarios OverviewUsage Scenario 1Charlotte and Ed from Norfolk, VirginiaVisiting India on an exotic trip and interested in taking a guided tour of North-West IndiaAssumption: Foreign nationals can book a trip for travel within India using thisportal.Usage Scenario 2Mr. Salil Joshi from Mumbai, MaharashtraPlanning to take his parents and family on a pilgrimageNote:For the purpose of this design problem, we will address the two user scenarios16
  17. 17. Usage Scenario 1Usage Scenario 1Charlotte and Ed (Ages 28 yrs. and 31 yrs. respectively) travel regularly to foreign countries. They arecomfortable dealing with the locals but only if they have their trip plans organized before-hand. Theyare looking to tour the north western part of India and have been told that train is the best way to seethe real india. They are excited with the idea and are looking to book their round trip journey beforethey arrive in New Delhi.Charlotte and Ed are fromNorfolk, Virginia, USA"We are world travellers and loveto visit exotic destinations almostevery year. This year we arevisiting India for the first time andwe are loving it".TasksTask Assumption: A friend has recommended them the Circular Journey and they are looking tobook the journey before arriving in India.Chronological Tasks1. Load the Indian Railways portal2. Select Circular Journey option3. View the various journeys available4. Select the one that fits their requirement5. Add/Remove destinations (review the changes to the cost in real time)6. Change/add break journey options7. Confirm the choice8. Check out to payment9. Login OR create new account10. Complete Payment11. Receive PNR number and link to print the ticketOther details that may not be cover in this aspect of design - Cancellation, refund etc.17Key CharacteristicsSpontaneous yet planningorientedTime-boundWeb SavvyDecision DriversNumber of DestinationsDistance CoveredEffortless Experience
  18. 18. Usage Scenario 2Usage Scenario 2Mr Sunil Joshi, (42 yrs.), Works in State Bank of India, Worli Branch, Mumbai. He is married and hastwo children. His parents live with him.Mr Joshi wishes to take his family for a pilgrimage trip but wants the actual travelling experience to behassle free without having to run around to book train tickets at each destination. He loves the idea ofbeing able to book a circular journey in advance of his travel plans.Mr Joshi is not a technically savvy person but can use the computer and navigate through wesbsites.He likes the option that he doesnt have to stand in a line for reservation and hence prefers onlinebooking.Mr. Sunil JoshiMumbai, India"My parents used to take me tovarious pilgrimage destinationswhen I was young. Now they areold and dont travel as much. Iwish to bring them and my familyfor a pilgrimage trip".TasksChronological Tasks1. Load the Indian Railways portal2. Select Circular Journey option3. View the various journeys available4. Select the one that fits their requirement (select Pilgrimage tour option)5. Add/Remove destinations (review the changes to the cost in real time)6. Change/add break journey options (Select shorter route and get notification of validation)7. Confirm the choice8. Check out to payment9. Login OR create new account10. Complete Payment11. Receive PNR number and link to print the ticket18Key CharacteristicsLikes to plan thingsNot too web savvyLikes more personal interactionsDecision DriversNumber of DestinationsDistance CoveredEffortless ExperienceDetailed Cost breakdownDetailed explaination of thingshappening on screen
  19. 19. Design Datapoints
  20. 20. Additional Datapoints ResearchedQuantifiable Interaction TimeBased on some additional research; following data points were derived to plan the interaction forcircular journey booking In a multiple form field environment; a user tends to perform the followingtasks at the mentioned speed. This data can be used to plan some more intuitive interactions in thesystem. (Source:▪ User decides to do task 1.2 seconds▪ Points mouse to “address” field 1.1 seconds▪ Clicks on the “address” field 0.2 seconds▪ Types in the address “1100 Congress Ave.” (0.28 x 18) = 5.04 seconds▪ Presses Tab to change focus to “city” field0.28 seconds▪ Types in the city “Austin” (0.28 x 6) = 1.68 seconds▪ Moves hands back to mouse 0.4 seconds▪ Points mouse to “state” dropdown box 1.1 seconds▪ Clicks on “state” dropdown box 0.2 seconds▪ Points mouse to scrollbar 1.1 seconds▪ Clicks and holds the scrollbar 0.1 seconds▪ Drags the scrollbar so that the correct state shows up 1.1 seconds▪ Finds “Texas” 1.2 seconds▪ Releases mouse button 0.1 seconds▪ Points to “Texas” 1.1 seconds▪ Clicks on “Texas” 0.2 seconds▪ Moves hands back to keyboard 0.4 seconds▪ Presses Tab to change focus to “zip code” field 0.28 seconds▪ Types in the zip code “78701″ (0.28 x 5) = 1.4 seconds▪ Verifies that information entered is correct 1.2 seconds▪ Presses Enter 0.28 seconds20Total time taken to completethe task of entering data:19.66 Seconds
  21. 21. Interaction Workflows
  22. 22. Interaction Workflows22Indian Railways /IRCTC PortalOther PortalPagesCircular JourneyInfoInternetReservationMy ReservationsStart ReservationSelect JourneyTypeSelect Start DateSelect ZoneRoutesFaresOverview / RulesSelect RouteAdd / RemoveDestinationsAdd / RemoveBreak Journey(s)Add Duration ofStay for BreakJourney(s)Add PassengersAdd any Code ifapplicableReview and BookJourneyReturningUser -LoginSelect ClassNew User- CreateAccountValidate CreditCard InformationConfirm PNRStatus** This process warrants booking of each leg of the trip individually. Hence the design mayreflect it as a progressive real-time confirmation of reservations while booking the entirejourney.Print Ticket
  23. 23. Interaction Wireframes(See Document: Circular_journey_Solution.pdf)
  24. 24. Visual Design(Attached Separetely)