Design a feature in ixigo Trains and ConfirmTkt for passengers holding a waitlisted ticket a week before travel

Introduction

Trains are the foundation of ixigo's business. Through the ixigo Trains app and ConfirmTkt (acquired in 2021), ixigo is one of the largest private platforms for booking Indian Railways tickets, and its tools for PNR status, running status and waitlist confirmation predictions are used by millions of travellers. Even as flights have become its largest vertical by gross transaction value, trains remain the habit that brings users back.

A waitlisted ticket is one of the most stressful situations in Indian travel. The passenger has paid, but doesn't know if they'll get a berth. If the ticket stays waitlisted at chart preparation, an e-ticket is cancelled automatically and the passenger must find another way to travel, often at the last minute. The prompt asks me to design a feature for passengers holding a waitlisted ticket a week before travel.

Step 1

Clarify Questions (3 minutes)

• Is the goal user peace of mind, more bookings, or fewer cancellations?

• Why it matters: A feature that pushes alternative bookings could increase revenue but annoy users if it feels like an upsell.
• Hypothetical answer: Reduce stress and help users reach their destination, while growing alternative bookings on ixigo when the train doesn't confirm.
• Impact: We'll measure both trip success and alternative bookings.

• Does this apply to tickets booked on ixigo only, or any ticket with a PNR?

• Why it matters: Many users check PNR status on ixigo for tickets bought on IRCTC.
• Hypothetical answer: Both. Users can add any PNR.
• Impact: The feature becomes an acquisition tool for non-ixigo bookers too.

• Which apps: ixigo Trains, ConfirmTkt, or both?

• Why it matters: The two brands have different users and designs.
• Hypothetical answer: Build once on a shared platform, launch in both.
• Impact: Design must work for ConfirmTkt's simpler, Tier-2-heavy audience.

• Are there constraints from IRCTC?

• Why it matters: ixigo can't change waitlist rules or allocation.
• Hypothetical answer: Yes; we work only around the ticket.
• Impact: The feature focuses on information, planning and alternatives.

Propose the Goal

Help waitlisted passengers know early and clearly whether they'll travel, and give them a ready Plan B so they reach their destination without last-minute panic.

Define the Scope

In scope: waitlisted tickets from 7 days before travel to departure, across ixigo Trains and ConfirmTkt. Out of scope: changing booking flows or Tatkal rules.