Indian Railways Service Redesign

TO UNDERSTAND AND ENHANCE THE EXPERIENCE OF PASSENGER’S TRAIN JOURNEY FROM YESHWANTHPUR TO NAGPUR
Group project of 2 members, April 2017, Srishti School of Art, Design & Technology

Problem Space – Availability and accessibility of information to commuters at all stages of the service.
Booking – Pre-journey Preparations – At the station – Journey – At the Destination

In this service design and experience design studio class, we chose to study the availability and accessibility of information for passengers in Indian Railways from the booking stage until the time the passenger reaches the destination. Applying UX principles and service design frameworks, charting out customer journey maps, we learnt how service based experiences happen. By identifying gaps and opportunities, we proposed a detailed UX blueprint that applies across different touch points of the service.

This project went through various stages of a service design framework:

Final concept video

UX Blueprint