Ticketing Application


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Published in: Design, Travel, Technology

Ticketing Application

  1. 1. Circular Journey Ticketing Application Shyamala Prayaga
  2. 2. THE DESIGN PROBLEM “ Design an application for booking Indian Railways ‘Circular Journey’ tickets. “
  3. 3. SCOPE OF THE SOLUTION A Circular Journey Ticketing Application for ● ● ● ● ● Route Selection Train Selection Break Selection Ticket Availability per leg of journey Itinerary tweaking to ensure validity
  5. 5. THE PROCESS This is a very challenging and interesting exercise, which gave my opportunities to explore lot of things. First I started with some research, trying to understand what exactly is circular journey and when, why and how people will use it. I did some research online, tried identifying people through Facebook groups who have used it in past, interviewed them and gathered information regarding their tradeoffs and pain points. I create open ended and close ended questionnaire and tried gathering all information regarding the circular journey and overall train reservation system to innovate with my design. Basing my user research data, I created 3 different persona’s with different needs and creating scenarios and user story around their needs. I also created user journey and mental model of users who would be using the online circular journey system in general. Based on all the above exercises, I was able to come up with the applications detailed functionality and information architecture. I created some rough notes and sketches throughout my problem solving timeline and with all the data I was able to collect, I designed the “high fidelity” wireframes. Due to lack of time, I was not able to completely work on the visual design, hence tried making my wireframes as intuitive and interactive as possible for the evaluators to judge.
  7. 7. PROCESS INCLUDES ● Reviewing and understanding the Design Problem ● Reviewing sites providing Circular Journey information ● Researched blogs, post, forums talking about Circular Journey Tickets and its process
  9. 9. UNDERSTANDING CIRCULAR JOURNEY If you wish to go on a pilgrimage or sightseeing trip to many destinations, Indian Railways provides the facility of booking Circular Journey Tickets.
  11. 11. BOOKING FORM INPUTS 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. Date of issue Station Name Train Name and number Journey Date From and to No of Passengers Distance Description in case of combined tickets Nature of concessions if any Issuing authority Fare Reservation Charges Total Amount Name and Sign of SM/BC Date of arrival SM Signature
  13. 13. Once your itinerary is finalized, you can approach the Divisional Commercial Manager of the Division of certain major stations to which the journey commencing station belongs. The Divisional Commercial Manager or the station authorities will then calculate the cost of the tickets based on your itinerary. He will also inform the Station Manager of the same in a prescribed format. You can purchase Circular Journey Tickets by presenting this form at the Booking Office of the station where you propose to start your journey. After purchasing the Circular Journey Ticket, you must approach the Reservation Office to reserve your accommodation for various laps of your journey. You will then be issued reserved journey ticket for the journey.
  15. 15. 1. There are fixed numbers of circular journey routes and travellers cannot define their own route, but have to choose from one of the fixed set of routes 2. Maximum of 8 break journeys will be admissible within validity period on a ticket 3. Circular journey begins and ends at the same station and cannot have exceptions 4. Validity period starts from date of commencement of Journey 5. Manual process, which expects the person to go to the major stations from where the journey commences
  17. 17. PROCESS INCLUDES ● ● ● ● ● Persona Scenarios and Use Cases Questionnaires User Interviews User Journey Experience Map
  18. 18. User Research Exercise Rough Notes
  19. 19. User Research Exercise Rough Notes
  20. 20. PERSONAS
  21. 21. PERSONA 1
  22. 22. PERSONA 2
  23. 23. PERSONA 3
  24. 24. QUESTIONNAIRE Open Ended Questions Close Ended Questions
  25. 25. FEW ANSWERS
  26. 26. FEW ANSWERS “if I can take a connecting train from a station enroute if the booking is not available all the way till destination. It doesn't give me options. I need to separately research various trains and their routes in order to find tht info.” Bindu Vaz “so many things.. so many passwords required, tatkal ticket, availability constantly changing? I haven't been able to get one yet unless I spend a lot of time!” Tulsi Dharmarajan “Hard to change itinerary without starting over.” Sarah Swart “waiting list, bad feedback..” Vikas Bo
  27. 27. USER INTERVIEWS 1. Identified few people who used Circular Journey in the past through social networking groups, willing to answer my questions 2. Created a list of questions to ask them and got their consent 3. Remotely Interviewed them and got my questions answered
  29. 29. USER JOURNEY EXPERIENCE MAP Designed “User Journey Map” derived by various touchpoints, qualitative insights, quantitative information,
  30. 30. TOUCH POINTS Download larger view from here
  31. 31. Download larger map from here
  33. 33. KEY FEATURES AND FUNCTIONALITY DERIVED FROM RESEARCH Home Page Flow ● ● ● ● ● Login Quick booking Circular journey Contact us FAQ Login Flow ● ● ● ● ● ● ● Plan my trip Plan my circular journey My Bookings Cancellations Refunds Search FAQ Plan my Circular Journey ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● Get user inputs Suggest route Browse Routes Select route Add breakpoints Find train and availability per leg of journey Select train per leg of journey Find hotel at each breakpoint Select Hotel Get destination information at each break points Review Itinerary Proceed with booking Add passenger information Select berth preferences Add discounts if applicable hold itinerary for a week Modify Itinerary Confirm Itinerary Cancel Itinerary FAQ
  34. 34. WIREFRAMES
  35. 35. Rough Sketches - Wireframes in the making
  36. 36. Rough Sketches - Wireframes in the making
  37. 37. Initial Low Fidelity Wireframes which evolved gradually
  38. 38. Initial Low Fidelity Wireframes which evolved gradually
  39. 39. Initial Low Fidelity Wireframes which evolved gradually
  40. 40. Initial Low Fidelity Wireframes which evolved gradually
  41. 41. HIGH FIDELITY WIREFRAMES (Key Screen are shared below. Detailed flow can be downloaded from here) Download Detailed Wireframe
  42. 42. Key Interactions explained
  43. 43. Top Header will have login and register information Design Thought Few informations and tasks doesn't need to have login until a particular phase. Why restrict users in the first step itself by forcing them to login to start with planning and booking? This is a secondary need of any user, hence moved it to the top. If users want they can login and continue, else they always have the option to freely start their travel planning from the home page itself.
  44. 44. 90% of the users come to travel booking site with a predefined travel plan in mind post researches Design Thought With a multi location travel plan users are always confused which route is betters for them, feasible, in their budget and seek advices from experts, friends and colleagues. Leveraging users predefined plan and mental model, the application would get some key inputs from the users and provide them the best possible routes basing their needs reducing their effort to think a lot.
  45. 45. 10% of the users plan their travel on the fly after browsing through informations Design Thought For the users who have no predefined travel plans in mind, and want to plan seeking routes, distance, price etc on their own, I have designed an alternative flow which would show them all possible routes for any particular zone.
  46. 46. 10% of the users plan their travel on the fly after browsing through informations Design Thought No users remember station codes by heart unless they are frequent travellers. If we also provide a station lookup with an interactive map on click of any city, corresponding stations would show up, along with a free form search.
  47. 47. Users love when applications understands their needs and suggest options Design Thought Users love when application understands their need and drives the entire system and flow according to their need and expectations. My application would gather key information from the user during planning and based on their inputs would suggest best possible routes. An option to edit inputs based on their criteria and update suggestions/routes on the fly give users complete control.
  48. 48. Remember users choice throughout the interface Design Thought If users have added multiple locations during travel planning as their destinations, its because they want to go to these places in most of the cases except certain exceptions. My application would remember the users choices and during break point selection time it automatically would select those points and show as breakpoints. Users always have option to control their choices throughout the application.
  49. 49. Always provide smart options to the users, with full control Design Thought When the users checks “select connecting train” from any breakpoint, I would show them option to select which connecting point from the circular route do they want to go . Since my routes are closed and limited, the system know the destinations and trains for those areas, hence my application would only show options user wants to see.
  50. 50. Always provide smart options to the users, with full control Design Thought Users route are fixed, stations and breaks are fixed, hence my application would show them only trains fitting into their criteria and inputs.
  51. 51. Always provide additional options to users as an add on Design Thought When users are travelling to any location, and decided to break there, its very obvious they might also look for accommodation unless they have relatives and friends at every location :) My application would provide users options to select if they need accommodation, if yes the interface would suggest hotels (based on tie up with local state tourism) for users to select. Similarly for sightseeing or pilgrimages visits, users seeks travel guide, hence we can provide them this options as well tying up with local state tourism encouraging state
  52. 52. Record user choices and always provide them option to modify Design Thought Giving users control on what they do, how they do is always a pleasure for them. My application would remember and record users every inputs and give them the flexibility to modify it anytime.
  53. 53. Provide great experience within restrictions. Design Thought When user selected 8 breakpoint, the 9th possible breakpoint in the circular journey would get into disabled mode and trying to click it would communicate the message and restrictions.
  54. 54. Provide great experience within restrictions. Design Thought User should always know the systems limitations and restrictions and my application will have clear communication for the same, allowing users to take control.
  55. 55. Always provide alternate ways to do the same task. Design Thought When user selects any point from the map, my application would give them full control to select it as a break point and add trains, accommodations etc from that point too.
  56. 56. Communicate clearly Design Thought When user selects any point from the map as a breakpoint, there should be some visual cue indicating the same and my system would indicate added breakpoints visually
  57. 57. Show users the preview of their tasks and provide them flexibility to tweak if needed Design Thought Once itinerary is built, I would show users a summary of their trips, their breakpoints, additional services they added into their breaks, the cost per leg etc. If the itinerary is going out of their budget or timeline post all settings, they can always tweak it at this phase before proceeding to the booking.
  58. 58. Show users the restrictions if any Design Thought Once my itinerary is finalize with all routes, trains, breaks etc, now comes the actual step of booking. I would show users the limitation to login before proceeding from this point if this is a key business need. Else will add an (optional) message indicating users can still skip login and continue to next steps.
  59. 59. Due to lack of time was not able to work on Visual Design and Style Guide
  60. 60. THANK YOU