Mobile Ticketing During a Global Pandemic
Boulder Theater is a local music and event venue in Boulder, CO.
This project was created as a part of the Google UX Design Professional certificate. The goal of this project was to create a one stop shop ticketing mobile app for a local business in the city where I live. COVID-19 affected local businesses, and keeping customers informed about mandates and safety regulations even at the end of the pandemic still remained at the highest important. Summary
I've always loved going to concerts and events, it has always been a big part of my family and friendships. When the pandemic started, there was so much change, regulations were constantly changing, and many small business were highly affected. Even towards the end of the pandemic, event goers were weary, with good reason, of attending small enclosed crowded spaces. Technology helped keep people informed and safe as life slowly crept towards normality. This project enabled the Boulder Theater (a local event venue) to keep users safe, avoid ticket scalping and fraud, and keep event goers informed during the end of the pandemic.
Tools: Miro, Figma My Role: UX Generalist
Benefits
Users are able to stay informed of changing and updated COVID-19 and safety regulations
The mobile app limits the abuse of ticketing application like AXS by increasing security and preventing scalpers from purchasing a large bulk of available ticketsThe venue is able to create and keep up with their community through the mobile app and sell tickets increasing their revenue by removing the need for third-party servicers
Primary Research
Understanding the User
Four people (ages 27 to 52) were interviewed from the Boulder/Denver area. The research consisted of seven questions regarding their utilization of music venue apps as well as different features they would like to see moving forward. Although many benefits and issues were discussed, the current COVID-19 pandemic increases the need for users to be able to view mandates, venu layouts, regulations, and to be able to check in, purchase drinks, and upload their vaccination cards from an external medium as to limit the social interaction within the venue itself.
This concept was always a part of the research, however the response from the interviewees have now made it one the main focuses and benefits of this mobile application.
Pain Points
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Mandates, rules, regulations, venue layouts, as well as the possibility to order drinks, buy tickets, and upload vaccination cards with limited human interaction is a recurring necessity for most users in 2022.
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Although an issue for many years, the pandemic has only increased the need for secure and easy ticket transfers. Plans change and users feel frustrated when this task becomes too difficult or complicated.
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Interviewed users shared the similar pain point of having to jump from one application to another to find desired information (such as venue layout and regulations) when purchasing tickets from the venue’s website.
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Coming out of quarantines, users increasingly show the need and desire to get together with their friends and loved ones. Having difficulties planning such excursions remains a pain point for most users.
User Personas
User Journey Map
Industry & Market Analysis
The following is a summary of a more extensive competitive audit that was preformed during this project. The chart incorporates the main points and insights gathered from that research.
Low-Fidelity Wireframes & Prototype
Usability Testing
High-Fidelity Wireframes & Prototype
IMPACT
Creating a one stop shop for a music venue and concert goers allows for better informed and prepared attendees.
WHAT I LEARNED
At times creating clear and concise designs can be extremely difficult and some features (those not as requested or necessary to the task) must be cut in order to keep the application from being too cluttered.
Wouldn’t it be nice?
This was the first UX project I ever did in my journey. I love looking back at how much I’ve grown and learned as a designer since then. That being said, I am still proud of this first project. If I were to revisit this application I would want to add certain features to make the user experience better and more complete. Below I have listed a few of those features.
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Adding the ability for users purchase drinks and snacks through the app and pick them up at the bar during the event would further limit physical contact between event goers and Boulder Theater employees. Although the pandemic is no longer an increasing concern, contactless concessions have become a new norm within event venues.
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I would want to also include more information and guidance for accessibility within the venue. Dedicating a section of the app to current offerings and allowing certain users to check in early as well.
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Adding the ability to change the app’s primary language to increase the usability for non-native speakers - including adding a screen during onboarding that asks users which language they would prefer.
