ABSTRACT
Railways are an efficient mode of transport, connecting people and goods, and transporting them across nation. The Indian railways are largest system in the world performing all operating and administrative functions independently. Therefore, it has been found that Indian railways suffer from major challenges in terms of transporting goods and parcel services. This study was conducted to quantify the problems faced by customers of Indian railway parcel service and propose a user centric design intervention. The study was divided into two phases. Phase I constituted of contextual enquiry, questionnaire study, Stakeholder analysis and competitive analysis. Phase II constituted of proposing design intervention, wire framing and usability testing. Results revealed that it was a time consuming task with major loop holes in the system design. Therefore, based on the problems identified a digital interface was designed to cater to the problems of system design. Assessment of usability tests revealed that the digital interface was acceptable.
