Ticketmaster

Insights uncovered by market research determined that no direct or indirect competitors offered a social meet-up aspect with collaborative ticket purchasing functionality.

Conducting surveys in our online communities, we saw an opportunity with 68% of respondents open to meeting people at events after connecting online.

Interviewing potential users helped guide the project direction through understanding of their needs and frustrations, as well as validating our assumptions of a viable market.

Amalgamating the interview and survey data, we created our persona, Josie, who we holistically focused on, meeting her needs and solving her pain points throughout.

Josie is a 28 year old programmer who just moved to London. She wants to safely attend music events and make new friends.

‍With Josie in mind, we posed the question; How can we help Josie safely buy tickets for events with new friends she meets online?

With our data insights and goals realised, we got together to facilitate a design studio to explore how exactly we would meet Josie's needs. We prioritised features and a user journey that focused on trust and security in three key areas:
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- Personal safety
‍- Finding friends
‍- Collaborative group purchasing.

‍We began designing, starting off with a basic pen and paper prototype before moving digital from low to high fidelity. Implementing an agile approach, we tested each level upon multiple potential users, gathering as much feedback as possible.

Using this data, we iterated upon the designs and features before testing over and over again, adjusting our prototype where required.

We implemented features directly addressing the challenges of the brief, and areas of friction highlighted through qualitative research:

‍Personal safety: Requiring users to link and verify social media accounts provides an additional level of security.    

‍Finding friends: In app messaging and discovery of users with similar interests allows users to vet users without sacrificing personal information or details. Additionally, we included profile pictures to help make users more personable and approachable.

‍Collaborative group purchasing: Through the implementation of Team-Up ‘Groups’, all members take responsibility for organisation and coordination, fostering security. All group selections are determined by the members and modifiable over time before any purchasing takes place. When members are all online and are ready, purchasing occurs simultaneously yet individually. Once all purchases have gone through successfully members are then charged, ensuring all tickets are booked and no one is out of pocket.

At the end of the 10 days we successfully delivered a tried and tested prototype that was backed by research and confirmed through usability testing.

Working on this project was quite a roller-coaster but a huge UX learning experience. I learnt a lot about working within a team and gained invaluable experience in problem solving, workshop facilitation and managing expectations.

Check out the app for yourself below!