A
Arzoo Parween
Issue
User Feedback Analysis
App Lag/Crashes
Payment Instability
Cluttered Interface
Poor Accessibility
Complex Booking Flow
No Real-time Support
Especially during Tatkal booking, app becomes non-responsive. Server sync issues, login timeouts.
Payment gateway failures are common. UPI doesn’t always redirect. Users lose money and ticket.
Overloaded homepage: too many CTAs, cramped menus, small fonts, dense forms.
Text scaling doesn’t work. Hard for older users to navigate. No dark mode, no screen reader support.
Booking a ticket takes 6+ steps. Users get confused about the next step. Error messages are cryptic.
No clear help, chatbot, or fast redressal. Refunds and cancellations take too long.
Description
Category
UI/UX Problems in the IRCTC App
Homepage
Search
Booking Flow
Forms
Login
Train List
Design
Post-Booking
Support
Navigation
Cluttered layout
Manual input only
6+ unstructured steps
Cramped, redundant
CAPTCHA + OTP combo
Hard to scan options
Visual inconsistency
No tracking/share
Weak help UX
Redundant/confusing
User confusion, friction
Errors, slow booking
Time loss, abandonment
High cognitive load
Frustrated users, poor retention
User drop-off
Poor comparison ability
Lack of trust, professionalism
Users switch apps
Inefficiency, errors
Problem
Impact
User
Persona
User Persona
Persona 1: Ravi, 35, Business Traveler
Books Tatkal tickets 2–3x/month
Needs speed, reliability, and seamless payments
Frustrated by CAPTCHA, payment failures
Persona 3: Suresh, 55, Occasional Traveler
Struggles with text size, dense menus
Needs assistance with cancellation, changes
Prefers voice or guided help
Persona 2: Neha, 28, Working Professional
Books in advance, mostly for holidays
Expects clean, modern UI like MakeMyTrip
Wants better filters and easy refunds
Empathy
Map
Think
Feel
Says
Does
Empathy Map
“I hope the booking goes through this time.”
“Am I on the right screen? What’s the next step?”
“This shouldn’t be this hard — other apps are so much smoother.”
“Is my money gone or did the ticket fail again?”
“I’ll probably have to use another app just to get proper updates.”
Frustrated: Slow app, repeated OTPs, crashing mid-booking
Stressed: Especially during Tatkal bookings or when time is limited
Uncertain: About payment success, booking confirmation, next steps
Left out: Due to lack of accessibility features or language support
Embarrassed: When helping others (like elderly parents) navigate the app
Save frequently used data (e.g., passenger info).
Offer better visual feedback post-payment.
Simplify UI – fast search, booking, and filters.
Minimize form fields & auto-suggest options.
Ensure accessibility for less tech-savvy users.
Frequently switches to third-party apps like Paytm or ConfirmTkt for ticket booking.
Tries multiple times to log in or complete a payment.
Takes screenshots of tickets instead of downloading PDFs.
Keeps retrying searches during high-traffic periods (e.g., Tatkal).
Re-enters the same passenger data repeatedly.
Gets frustrated and abandons the session when faced with errors.
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HELLO, PRIYA
Where are you going?
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FROM
New Delhi
To
Bhubaneswar
Travel Date
Sat, 9 Aug
Class
Sleeper
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NDLS - BBS
9 Aug + General
4 Trains available
Sort by Availability
Purushottam Exp
#12802 | Depart on: S M T W T F S
10:40 PM, 9 Aug
New Delhi
28hr 30 m
3:20 AM, 11 Aug
Bhubaneswar
Sl
AV 47
750
3A
WL 40
1950
2A
WL 12
2790
Nandankanan Exp
#12816 | Depart on: S M T W T F S
7:30 AM, 9 Aug
Anand Vihar Trm
28hr 10 m
11:40 AM, 10 Aug
Bhubaneswar
Sl
WL 43
730
3A
WL 29
1895
2A
WL 8
2710
SL-Sleeper
Available - 47
Train Details
#12802 Purushottam
10:40 PM, 9 Aug
New Delhi
28hr 30 m
3:20 AM, 11 Aug
Bhubaneswar
Boarding Station
New Delhi (9 Aug 25, 10:40 PM)
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Kanchan Verma Female | 25
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Contact Details
Mobile No
+91 | 8692476032
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kanchanverma34@gmail.com
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Payment Details
Train Details
#12802 Purushottam
10:40 PM, 9 Aug
New Delhi
28hr 30 m
3:20 AM, 11 Aug
Bhubaneswar
Payment Details
Pay Only
750/-
Payment Option
Google Pay
UPI
Phone Pay
UPI
VISA
Credit or Debit Card
Internet Banking
Online Payment
Pay Rs750
Payment Successful
Rs 750/-
Trancsaction Id : IRCTC876351002
View and Reciept
Kalingautkal Exp
#18478 | Depart on: S M T W T F S
12:00 PM, 9 Aug
H Nizamuddin
37hr 35m
1:35 AM, 11 Aug
Bhubaneswar
3A
WL 24
2085
2A
WL 10
3010
1A
WL 3
5105
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