POIS (Passenger operated Inquiry System is a very useful system for the help of Railway passengers. It is a very easy to use system that can be directly operated by the passengers. It is proposed to be installed in ticketing area of railway stations preferably at a location easily accessible and locatable to passengers. The system gives various useful pieces of information to the users which is made available at their fingertips.

Live Product Demo

Project Summary

OVERVIEW

Product Design | Interaction Flows | Wireframes | User Research | Field Testing

The Indian Railway, continuously takes efforts to provide more and more facilities to the passengers to make their journey as comfortable as possible. One of such activities can be termed as passenger operated Information System. In order to execute the idea the railway approached M/S Digital Systems , who are their suppliers and service providers for other products.

The project is based on the enquiry about inter-city trains. This system is proposed to be installed on railway stations in India. They would be connected to the central server. This system would display ticket status when valid PNR is entered. Other information such as train information is proposed. The system would enable the passenger to enquire about trains and ticket on the station itself. In order to achieve the above, the Western railways would provide with data from there server. The data provided is the only source for developing the system.

PROJECT DURATION - 2 Years

MY ROLE

Research & Analysis | Strategy | Evaluation | UX Design | Team and Supplier Co-ordination

NDA refrains from discussing details of the project.

The Process

AGILE METHODOLOGY |
RESEARCH | COMPETITIVE
ANALYSIS | A/B TESTING |
PROTOTYPE VALIDATION |
PRODUCT DEVELOPMENT

The Challenge

PROBLEM STATEMENT

To develop a terminal to be installed at the railway station in order to provide facility regarding information of trains and tickets of intercity trains.

SOLUTION

Design an interface to enable passenger to inquire about the trains and ticket.

It would be an inquiry kiosk at the railway station.

It would consists of selected inquiry options in order to make the system simple and frequently usable.

UNDERSTANDING

HOW| WHEN| WHAT| WHERE| WHO

Available in English and Hindi languages. Hindi language is extremely difficult to understand.

Many a times the website does not work due to heavy traffic.

Many enquiry options are available but some of the option are complicated to understand.

Many options from the English version are omitted in the Hindi Version.

Scattered information

Lack of clear instructions

The conversation on the telephone is many a times unclear.

Difficult to follow the procedure if a word is misheard.

Internet Enquiry is a convinient way to enquiry but there are options which are difficult to understand.

Even though you send a SMS theres no guarantee you will get a reply

Research-&-Analysis.png — Research & Analysis
Conducting research included studying about the users behavior in the selected environment and gathering information about their challenges and requirements.
Our Approach
Questionnaires | Interviews | Focus Group Discussions

Reality check

Railway is heart line for many travelers in India. It connect deepest of the villages and cities together. Lakhs of people travel and inquiry about trains daily. Inference from the research performed and data gather shows

DEMOGRAPHICS | LANGUAGE | GEOGRAPHIC LOCATION

EDUCATION | FINANCIAL SCENARIO

have tremendous effect on behavior of any person when it comes to acquiring information about any subject.

USERS

Maximum people of this country use trains to travel within because of its cheap fares. All the people who avail the train facilities are the users of the system. People frequently use these internet facility as it is available from home.

MARKET

The Indian population is a huge market for any system developed by Indian railways. The introduction of the internet reservation/enquiry, Coupon validating machines, ATVM’s, telephone enquiry etc. proves it.