USER EXPERIENCE CASE STUDY 

OBJECTIVE

To conduct a research on finding solutions to improve Indian Railways and to make ticket checking hassle free

OVERVIEW

India Railway is the life line of our country. A disciplined automated solution backed by hyper automation and AI ensure crowd control, safety, operational transparency and hassle free ticket checking

DESIGN PROCESS

I employed "Mind Map' designing thinking process as it is a graphical method to represent my ideas and thought process. The process helps structuring information, and generate new ideas.

INSIGHTS AND SOLUTION

Introduce an Indian Railway smart card(IRSC) for every citizens linked to their Aadhaar, embedded with a QR code and rechargeable function. The card is inclusive of Braille display. It analysis passenger flow pattern and records identity which helps in ensuring safety and transparency.

Introduce token system used by Indian Metros and replicate in Indian Railway, to make ticket checking hassle free and to ensure all passengers on board have tickets.

Introduce a ticket management software backed by AI to track the IRSC and match it with the token issued based on entry and exit information stored from the IRSC. Any discrepancy the software throws an alert. The railway station authorities at the station the passenger detrained is alerted real time. The software uses Unattended Robots(RPA) to monitor the incoming and outgoing passenger details against the token issued. The QR code on the IRSC can be used to book tokens online. The tokens are valid for a day of purchase for a zone of travel depending on origin and destination. Once purchased OTC, passenger must enter the aid area within 45 minutes from the purchased time, else invalid. On exiting the token is punched in and the IRSC is scanned-journey complete. 

Infrastructural and institutional changes such as implementation of chest-high barriers in the platform, using cool and pastel colors like blue in the stations interior design for a sense of calmness, Increasing Indian railway workforce (providing more employment opportunities), Increasing security and safety, Baggage checking and information Kiosks and automatic doors for the trains(prevents illegal entry of people mid journey and improves safety), human-centered Instructional designs to maintain crowd control and to implement queue system(maintains stability and transparency). Infrastructural changes are long term investment. IRSC ensures collection of personal information of a persons complete commute, thus ensuring safety. 

Implementation of these changes should be taken in a phased approach after a proper passenger persona study.