OVERVIEW
True Ticket is a ticket selling platform that provides artists and vendors to sell tickets for fans. By using blockchain technology, fans can refund or resell tickets after purchasing. In this project, we helped True Ticket to design the mobile application for ticket buyers.
TYPE
EXN Group project
TIMELINE
3 month (Sep-Dec 2018)
TOOLS
Sketch, InVision, Balsamiq
CONTRIBUTION
Design Lead, Prototyping, Visual Design
KICKSTART
Our team started the project by holding a kickoff meeting with Mett and Andrew, the CEO and CTO of True Tickets. During the meeting, we had gained an understanding of the company and the product background. The business goal is to use blockchain technology to provide users a safe way to sell, refund, and resell tickets. Their target users include sellers (artists and venues) and buyers (fans). They already had a web-based service for sellers, so for this project our goal is to design a mobile-based service for buyers.
RESEARCH
INTERVIEW & BEHAVIOR MAP
Understanding users.
At the discovery phase of this project, we conducted 10 user interviews in order to have a better understanding of the problem. We started the interview by asking 2 closed-ended questions to understand their basic preferences, then asked more relative open-ended questions. Based on interviews' habits and preferences of buying tickets, we constructed a behavior map.
What problems have we obsered?
- The quality of service is more important than the price.
- Lack of information causes users need to spend extra
time doing research.
- Users sometimes worry that they may not be able to attend the
concert due to unexpected commitments.
PERSONA
Defining target users.
To have a more clear concept of the target customer, we set up a persona based on the interview and behavior map. With the main information of background, preferences, and critical needs, we referred to Matt throughout the entire product development process.
JOURNEY MAP
Thinking from the users' perspective and finding opportunities.
To understand the user journey, we tested users with prototypes and a few open-ended questions. By observing their feelings and learning from their feedback, we analyzed the important characteristics required in the application.
What opportunities have we found?
- Creating a community for each event, so customers can receive the update
information and communicate with artists and other fans.
- Providing relevant information such as transportation or parking information
for users to reduce their extra searching time.
- Providing exciting offers when users purchase a ticket so that it encourages
the user to book the next event.
- People sometimes need to spend extra time to learn how to buy a ticket on
the system. Hence, the process of buying tickets should be as easy and clear
as possible.
- "Search" is one of the main functions ticket buyers use.
PROTOTYPE
SKETCH & WIREFRAME
Visualized the idea.
After understanding the key features that are needed in the application, each of our team members drew a sketch based on our understanding and thinking. With five versions of the sketch, we then started to express our thoughts and discuss each page and function. After a lively discussion, we designed a version that combines all our ideas. And we turned it into our first wireframe.
What main features have we decided?
- Making the ticket purchasing process as simple as possible.
- Providing relevant useful information.
- Besides the purchasing function, we also designed extra features to
provide resale,
e-ticket, and other relative information.
USABILITY TESTING & ITERATION
Improving the design for a better solution.
We asked target customers to take a usability test. We started the test from a pre-test questionnaire and we asked them to perform a few tasks using our design. During the test, they think out loud and share the decision of every choice. Based on the test results, we redesigned our wireframe and tested it again.
DESIGN
Explore
Based on Matt's preferences, we notice him the upcoming events for Maroon 5 and Charlie Puth in the main page and also reminds him through the message. His favorite artists and events are all showing in his profile.
Event Information
Besides the basic event information, True Tickets also provides relative information. It saves Matt's time to search for the parking information. And also Matt's can know whether the ticket is refundable or not before he buys it.
Booking
To provide a simple and intuitive experience, Matt now can buy the tickets easily within 3 steps.
Ticket Manage
Matt can check all e-tickets for future concerts. The resell and refund functions are also in this page. To protect other buyers' privilege and prevent from the scalper, the resale price is limited from 80%-120% of the original price.
Community
Artists and fans can interact here. Matt can see Charlie Puth's latest update. Matt can also communicate with other Charlie Puth's fans and join the next concert together.
RELECTION
Since this is only a three months project, there are still many things
can be improved. If the time is available, I want to ...
1. Do more interviews before start the project, since the interviews we
had is not enough for clarifying a clear type of target customer. I
would like to spend more time on interviewing more people next time.
2. Think more details of the resale function. Since it is one of the
main features of our platform, I would want to think more detail about
it, such us how do customers set the resale price.
Our team photo with True Ticket's CEO and our course professor.