UFE- HYRBRID SOLUTION

Easing fans through all event phases during the transition from physical to digital ticketing.

Role - PRODUCT DESIGN, UX, UI
Year - JANUARY - APRIL 2022

OVERVIEW

HOW CAN DIGITAL TECHNOLOGY MERGE WITH A PHYSICAL PRODUCT TO INCREASE ACCEPTANCE AND ATTITUDE TOWARDS DIGITAL TICKETING?

I designed KIS Wristband, a ticketed wristband which houses more than just the user's ticket, as it houses their ID, credit cards, and location information within the event.

This service is a step above the current market, as it works at any KIS venue.

Solution

My Approach

Research

Design

Evaluate

User Survey

Market Analysis

Comparative Analysis

Persona

Informed Brainstorming

Wireframes

User Feedback

High-Fidelity Wireframes

Interactive Prototype

Usability Testing

Presentation

Further Design Iterations

EASY SIGN UP AND REGISTRATION

Fill out basic information, register your product, and then register for all the added services you wish to. No worries if you don't do it upon registration! All services can be adjusted after.

See dashboard.

ACCESS YOUR ACCOUNT FROM ANYWHERE

Make changes to your account on the fly, anywhere with an internet connection. You can even make changes at the event!

Your account is in your hands!

DASHBOARD KEEPS ALL IMPORTANT INFORMATION IN REACH

Easily navigate through everything the service has to offer.

All information is less than 3 layers deep, making it easy and quick to locate.

Timeline

January 2022 - April 2022

Tools

Adobe XD

Solidworks

Keyshot

Adobe Photoshop

Adobe Illustrator

Problem

The COVID-19 pandemic accelerated the transition from physical to digital tickets. This left many feeling confused and out-of-touch with how to handle ticketed matters. How can we put the power back into the people's hands and deliver the ultimate fan experience through a hybrid physical and digital solution?

What does the client need?

Digital and physical solution to help guide fans through all event phases to ease the transition to digitally linked services in order to create the ultimate fan experience.

Client

WW&L is a ticket supplier to the world's live events and to many of the top professional, collegiate, and minor league sports teams in the United States.

KIS Ticket is a branch of WW&L that focuses on kiosks and digital technology for ticket management.

RESEARCH

As a class, we created a research survey that consisted of both close and opened ended questions.

ticketing methods

digitial applications

paper tickets

digital tickets on phone

wristband

i.e. MagicBand at Walt Disney World

purchase tickets

send events to friends

discover new events

Persona

Jane Smith

female

26 years old

higher education graduate

hates being tied to her phone

loves music and concerts

hasn't been to a concert post-pandemic

What, in your opinion, is frustrating about digital ticketing?

(Choose all that apply)

What feature do you feel would best help cultivate a more stress-free experience?

(Ticketing companies) need to realize that not every human being has a smartphone. I can't go to concerts anymore because I don't have a smartphone. Anyways, what if you lose your phone? What if you lose the email with your ticket in it? There has to be a better way.

- Survey Respondent

Market Research

Wristband Market Research

From this research, I was able to discover the gaps in the market that needed to be filled:

Reusable Band

Use at More Than One Venue

Connect to Online Ticket Portal

In short, a wristband that contains ticket and other information that easily connects to all necessary digital information.

EVALUATION & ITERATION

Full User Flow: Initial Design and User Feedback

from user feedback, I was able to gather

need "learn more" sections about unique features

ID needs to be hidden within account

what works:

what needs work:

group feature settings have logical and understandable flow

feels personalized, but could be more

ability to add/change group members and credit card information after account creation

odd to have "app-like" format for a website

white text is hard to read in some areas

buttons are too small and too close together

ticket horizontal carousel was confusing for some

LATEST PROTOTYPE

12 Column Website Grid

gutter: 40 px

column: 87 px

margin: 15 px

KIS Wristband Features

GROUP & LOST

PAYMENT

IDENTIFICATION

Create groups that allow members to seamlessly send and receive money and locate each other within the event.

Leave your cards at home and enjoy peace of mind knowing your card information is securely on your wrist.

Link your state-issued ID to ease purchasing of alcoholic beverages at select venues.

*This feature is not available in all states.

Learn More

Group Feature Walkthrough

enter group members to connect, select desired settings

if you get lost, find an attendant to scan your wristband

use contactless payment with your wristband

Payment Feature Walkthrough

add credit card

send money to group members and set spending limits

use contactless payment with your wristband

Identification Feature Walkthrough

upload and verify state-issued ID

use wristband to purchase alcohol and other age-restricted items

FUTURE STEPS

How would the website look on a tablet or mobile view? Would there be an app? Can users access their account from the kiosks at events? How would this look?

More user research and feedback on the functionality of the website and other features.

Research the process of confirming state-issued IDs and communicate effectively which states do not allow this process.

If I were to continue working on this project, there are some considerations that would need to be taken:

DESIGN

Ideation: Digital Interface

A user experience journey map was created with the persona and research gathered from interviews in mind to better understand what the solution would need.

Jane is worried her phone will die at the event, as it happened previously.

Jane decides she wants to purchase a KIS Wristband.

Jane accesses KIS website using QR code provided on instruction card included in her purchase.

In order to address the physical component, we created a wristband: KIS Wristband, allowing venues and attendees to no longer be dependent on smartphones for paperless ticketing.