Design Case study
A Conversational Design Approach to Railway Enquiry for Mumbai CSMT
Self-help Kiosk
by
Case Study - Slide Show
Design process that was followed in this project:
• Introduction
• Background
- How else can itbe done
• Face to face enquiy
- What is the enquiry system
• Interviews with enquiry staff
• What are the other sources on station
• Insights Mumbai CSMT
• User interviews
• Insights user interviews
• IRCTC rail connect
• Ask Disha
• NTES rail enquiry
• Where is my train
• Ixigo trains
• Are these the only applications
• Research Insights & Pain points
- Autonomy
• Conversation
• Orientation
• Governance
- Process
• Goals & Objectives
• Possible outcomes
- Touch screen based enquiry
• No-application dependent system
• Conversational agent
• The idea is to.....
• Before we jump into design
- What is a conversation
• What are Cas
• Why conversation design
• Active vs Passive convo
• What makes a good convo
• Why conversational agent
• Where do I envision this agent
• How do CAs work
• Tools for conversation design
• Information architecture
• Design process
• Design considerations for CAs
• Discourse: one Train available
• Discourse: multiple
• Co-operative: confirming the destination
• Co-operative cluster trains
• Train arrival/departure
• Platform number
• Delay train
• Scenario #1: one train available today
• Scenario #2: multiple trains available today
• Scenario #3: Reservation
• Flow diagram
• Iteration 1 - onboarding + trains to destination
• Iteration 1 - Reservation making(Trains summary)
• Iteration 1 - Reservation making(Trains listing)
• Google assistant prototype - delay train
• Google assistant prototype - Trains to destination+reminder
• Visual design elements from google assistant
• Visual design elements from siri
• Visual design elements for tualsi
• Final mocks
• On platform prototype-iteration 1
• On platform final prototype
• Evaluation
• Conclusion
• Tools used, references
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