Tix wanted to make it easier for small event organisers to run their events. The underlying problem is that most ticketing platforms rely on reliable internet connection at the event venue to perform its ticket verification process. The alternative includes running desktop systems that require an elaborated setup that takes time and expertise. The cheaper alternative would be a pen and paper.
This wouldn’t make sense for a ticket management platform that aims to make it fast and easy for small event organisers.
Pete runs a small performance art school with bi-monthly events that include theatrical performances and social events for parents and students. He needed an event management tool to help with ticket sales at various event locations. Navigating the myriad of event management platforms and sifting through different payment processing fees can be a daunting process. The greater challenge comes when managing and checking-in attendees at the door on the day of the event.
Asyraf is the facility manager for an independent, contemporary arts centre. Every month, the centre runs a range of art exhibitions, programmes and initiatives for the public. The centre uses an existing event platform to manage ticketing. However, in recent episodes with the vendor, they have been unable to leave ticketing open until the last hour before the event. This means losing a substantial amount of last-minute ticket purchases that is crucial for an independent establishment. In order to circumvent the situation, Asyraf has to print physical tickets for sale at the door. These tickets then have to be manually keyed into the system in order to account for total sale.
How do we design a user flow that facilitates both an online or offline verification process that’s fast and easy to use? Keeping the various issues in mind, we decided to focus on the following goals:
The next step was translating how we would want to achieve these goals through a mobile user interface.
Jumping straight into sketching allowed me to define options when mapping out the user flow. I sought feedback early in the sketching phase while forming features, actions and pieces of information. As a consequence of the insights, we collectively decided on a few primary aspects that felt logical for further development.
Speed was a key factor in determining the flow that is optimised for ticket management. A full list of event attendees should provide the basic reference and functionality. Whereas the ability to toggle the viewing mode gave it some flexibility, allowing the user quick oversight to the number of guests.
The user flow favours QR code scanning first, with the affordance of manual check-in should it be required. It can process tickets both in online and offline modes, denoting a visual cue in the latter status. The ticket detail screen provides two modes of manual check-in. It could be done individually based on the ticket holder’s purchase, or a ‘Check in all’ option. This makes it possible for ticket holders who wish to be seated in the event prior to the arrival of their peers. An additional benefit for event organisers with limited holding space, in the situation that guests are conglomerating for the arrival of others.
The choice for presenting the information in the ticket detail screen is based on the following hierarchical logic:
As discovered during research, adding a new booking has also been made possible in the offline mode. This alleviates the need for printed tickets for at-the-door sale. Another advantage is the prevention of ticket sale lockdown, should there be an issue of making a ticket purchase online.
Mapping the whole product architecture required me to take into account the different use cases and diverse personal user preferences. We made priorities on fundamental needs based on research that would propel its development. I also alluded to the overarching goals that we had identified beforehand.
The wireframing process was then tested and iterated with event organisers prior to its final design and development. In hindsight, it would have been ideal if it could have been carried throughout its development. Nevertheless, its functionalities were tested in a beta phase for an actual event. It went through a number of actual use-cases, where a spotty internet connection at the location prompted the event organiser to switch to its integrated offline mode. We also received positive feedback on the flexibility to account for crowd management.