Himanshu Pippal | Product Designer

UX Audit • Interaction Design • Data-Driven UX

IRCTC Redesign

Duration

4 Months

Tools

Figma • Eye Tracking System • Excel (SUS, ROI, metrics) • Gemini • ChatGPT

Problem

The ticket booking experience is cluttered, high-pressure, and cognitively overwhelming, where poor information hierarchy, time-sensitive decisions, and unclear system feedback lead to confusion, errors, and reduced booking confidence.

Every strong product starts with thinking, not tools. I map the system, the user, and the constraints before touching a single frame. A well-reasoned structure makes the visual design almost inevitable

Objective

Clarity Is the
Feature

Identify and evaluate critical usability issues impacting booking efficiency and decision-making
Redesign the Tatkal booking experience to reduce cognitive load under time pressure
Validate improvements through structured usability testing and measurable performance metrics

Outcome

While financial ROI showed marginal improvement, the primary impact was in usability, efficiency, and user confidence based upon user testing report during high-pressure booking scenarios.

Process

User interviews → Personas & empathy mapping → Journey mapping → Heuristic evaluation → Task analysis → Usability measurement (SUS) → Cognitive load assessment (NASA-TLX, KLM) → Pain-point clustering → Problem prioritization → Flow restructuring → Interaction design → Prototyping → Usability testing (task success, efficiency) → ROI modeling → Iteration