IRCTC APP - Registration Journey
Problem: Bad registration/login process that frustrated users
How will a user use other product features when the first step of the product gave the bad user experience?
Recently I wanted to book my ticket on IRCTC and my friend told me IRCTC also have the mobile application. So I thought instead of going to web let's download and use the app.
After downloading the app, I tried to do log in with my credentials which I am using for last one year and It surprised me by showing an error, wrong username or password. I thought I made mistake in a password or I forget my password. So I choose "forgot password" option but again surprised, It showed me "Invalid user Id"
I still thought I am doing some mistake, let's do registration again, So I started filling my details and pressed on registration button and surprised again by showing message, "Mobile number is already registered"
How is it possible?
IRCTC didn't allow me to do login with my credentials which I am using on the web.
Also, Didn't allow me to create a new account because I am already registered.That's obvious. But, it should at least allow me to use my credentials to log in.
After this bad experience, I did registration with my other number and I booked my ticket.
I again started playing with the product and tried to do login without entering a password, This is a strange thing but As a product lover and software developer I wanted to test it and again I felt bad experience.
It showed a message at bottom of the app. First time I didn't notice it and a message was "Please provide username and password". I already provided my username, It should just for the password.
1. Registration/Login process should be as simple as possible
2. A user should not feel bad at the first step of the application
3. Simple and Understandable UI can help a user to understand the error
4. Simple password reset process can give a good experience to users
Redesign registration flow from UX and UI prospect. Error handling should be done in a proper way.
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