ENCORE
DATE COMPLETED
PROJECT TYPE/MEMBERS
TOOLS USED
COURSE
User-Centered Strategies
(DESN 2012)
LOCATION
BACKGROUND
Our startup recognized the urgency of tackling rising ticket prices caused by
resellers, as well as the undisclosed additional fees imposed by ticket companies.
We are intrigued by alternative avenues for ticket purchasing and seek to enhance
the overall ticket-buying experience.
Given recent negative press surrounding ticket purchasing, casting doubt on the
reliability of monopolized ticket vendors. Through secondary research, we're targeting
college students, aiming to understand their unique considerations and challenges
while attending these events is something we wanted to explore further.
PROBLEM
“The expenses, accessibility, and online ticket purchasing experience pose
barriers for post-secondary students attending performance art events”.
RESEARCH INQUIRY
“How might we make ticketing more affordable/ accessible to students in
today's society and financial climate?
CHECKLIST
SOLUTION
“Develop a ticketing application that eradicates high-priced tickets, hidden fees, long
wait times and exploitative resellers, enabling students to enjoy concerts without
encountering challenges.”
THE PROCESS
USER SCRIPT
As we finalized our main points (topic, problem, and solution) for the project, we moved
onto creating a user interview questionnaire and script in order for our team to get a better
understanding of what our users pain points and goals are when purchasing performance
arts tickets.
The images to the right are examples of the script/questionnarie that we discussed with
all users.
INTERVIEWS CONDUCTED
During this process, we had interviewed 7 participants who discussed their experience’s
with buying tickets. While conducting these interviews as a group, we noticed that everyone’s
answers were slightly different although the questions followed the same format. The variety in answers show that our questions were very versitle and formulated appropriately for the user to share their thoughts and opinons.
OUR FINDINGS:
RESEARCH INSIGHTS
Following interviews conducted by all group members, each member recorded their observations and identified
user needs, pain points, and goals. Subsequently, our group noticed overlapping observations by organizing similar
sticky notes into distinct categories: enjoyment of music, pricing, payment, reselling, and online experience.
user needs, pain points, and goals. Subsequently, our group noticed overlapping observations by organizing similar
sticky notes into distinct categories: enjoyment of music, pricing, payment, reselling, and online experience.
EMERGING PATTERNS/KEY INSIGHTS
Enjoying Music:
By understanding why post-secondary students are interested in performance
arts, we've gained insight and motivation to improve existing platforms to better
meet their emotional and creative needs.
Price & Payment:
Users encounter issues with hidden service fees during checkout, impacting the
total price. Addressing this barrier early in the purchasing process is crucial, as it's
the primary obstacle preventing students from attending concerts.
Reselling:
Reselling shares a connection with pricing, yet our group opted to address this
issue separately. Reselling introduces various concerns beyond pricing, such as
the risk of an unsecured seat.
Online Experience:
Gaining insights from frequent users of online ticketing platforms was essential for
us to grasp both strengths and areas for improvement, providing a glimpse into the
outcome of our project.
PERSONAS (PRIMARY & SECONDARY)
Josh serves as the central persona for this project due to his struggles
with ticket affordability, which prevents him from accessing performance
arts events. By prioritizing Josh as our primary persona, we gain valuable
insights into altering the ticketing landscape to ensure accessibility for all
students to such events.
Michelle is seen as the secondary persona for this project because although
she experiences some pain points and frustrations with the queue and pricing,
Michelle is still able to pay for the concert or performance art experience.
JOURNEY MAP
Based on our main persona, Josh, the journey map outlines the steps required to purchase a ticket
and highlights the emotions he may encounter throughout this process. This enables us to gain a
comprehensive understanding of the user experience and identify opportunities to mitigate any
negative experiences.
and highlights the emotions he may encounter throughout this process. This enables us to gain a
comprehensive understanding of the user experience and identify opportunities to mitigate any
negative experiences.
INFORMATION ARCHITECTURE
Here is our Information Architecture diagram. It was created to anticipate potential user
interactions upon opening the app. It also assists us in understanding how users can efficiently
and effectively accomplish tasks while using the app.
interactions upon opening the app. It also assists us in understanding how users can efficiently
and effectively accomplish tasks while using the app.
TASK FLOW
The Task Flow above was created to visualize the user completing the task of purchasing a ticket through the app.
The Task Flow above was created to visualize the user completing the task of purchasing a ticket through the app.
USER FLOW
This User Flow chart was the final stage before our group initiated the visual identity and
prototyping process. In this chart, we can gain a deeper understanding of how our users interact
with the app and what their possible decisions could be as they purchase their ticket.
prototyping process. In this chart, we can gain a deeper understanding of how our users interact
with the app and what their possible decisions could be as they purchase their ticket.
WIREFRAMES (MID-FIDELITY)
The mid-fidelity wireframes were designed to establish the app's layout and ensure
everything was well-organized before diving into the design phase!
VISUAL IDENTITY
LOGO:
COLOR SCHEME:
TYPEFACE SELECTION:
WIREFRAMES (HIGH-FIDELITY)
The high-fidelity wireframes maintain a consistent layout similar to the mid-fidelity. We incorporate color
and images into the final wireframes to make the app visually appealing. Additionally, as a team, we introduce subtle
animations to enhance the Encore app, adding a touch of playfulness while maintaining a professional appearance.
FINAL PRODUCT
FINAL THOUGHTS:
Overall, the project was immensely enjoyable to work on! It offered valuable insights into the realm of UX/UI design, highlighting its
multidimensional nature. It's not merely about aesthetics but encompasses the entire journey, background, and problem-solving process
aimed at enhancing people's lives by making them more functional and stress-free. The final concept surpassed our expectations. It was
meticulously organized, providing users with clear and straightforward directions to fulfill their goals and needs. The layout was very easy
to navigate, thanks to well-structured prompts. Reflecting on the project, if given the opportunity, I would refine the payment option to ensure
a smoother transition during ticket selection. Additionally, I would conduct further research on queue management, exploring alternative
methods to reduce wait times beyond solely relying on the "student school access" aspect.
multidimensional nature. It's not merely about aesthetics but encompasses the entire journey, background, and problem-solving process
aimed at enhancing people's lives by making them more functional and stress-free. The final concept surpassed our expectations. It was
meticulously organized, providing users with clear and straightforward directions to fulfill their goals and needs. The layout was very easy
to navigate, thanks to well-structured prompts. Reflecting on the project, if given the opportunity, I would refine the payment option to ensure
a smoother transition during ticket selection. Additionally, I would conduct further research on queue management, exploring alternative
methods to reduce wait times beyond solely relying on the "student school access" aspect.