On Demand Tickets

On Demand Tickets

Scenarios

There are two major situations that are impacted by this feature change, primarily happening on game day:

1. A fan forgot or lost their tickets and they go to will call to get their tickets reprinted.

2. A season ticket holder has not yet received their book of printed tickets and needs a way to get into the event.

Goals

Product Goals

• Consumer
  Ensure that fans can get their tickets to enter the game as quickly as possible.

• Enterprise
  Rebuild and modernize Paciolan’s critical processes

Business Impact

• Reduce the need for training and customer service calls related reprinting/redelivering tickets

• Help clients relieve congestion at the box office on event day

• Modernize our product by bringing critical processes to our web based application

• Enhance support for mobile delivery methods as part of our Mobile Readiness initiative

What are we measuring?

• Efficiency - The time it takes to initiate reprint or redelivery of a ticket

• Adoption - How many clients choose to use this flow vs the existing one

Design Process & Solution

Requirements

1. Build functionality into an existing screen that lists a customers orders

2. Printing should be available for an entire event or just one seat

3. Should be able to deliver tickets via mobile or as a physical ticket

4. Should be scalable, so that we can eventually add other customer service functionality

What are we starting with?

This is the Orders tab, a customer service portal Box Office operators use to see the ticket orders that live on a fans account. One problem we need to fix off the bat is to make the table expandable. The table currently doesn’t allow any drill downs to see events that are within a season, or seat information per event.

Concept Statement

Based on the requirements and the location where we were going to build, myself and the Product Manager on this project came up with a concept statement:

Iteration 1 - Changes within the table

Our first idea was simple, make the original Orders table expandable and add an action area within the table. This is simple enough, but not very elegant or scalable to accommodate potential future customer service enhancements.

Iteration 2 - Changes via a Menu

Building on the last iteration, we new that keeping the expandability was the right move but decided to try a table row menu to contain our actions, including printing.

This felt like we were on the right track, but we kept iterating.

Let’s get some Feedback!

Now that we felt like we had landed in a good place, we needed to get some feedback. Paciolan has a group of clients that we call on for just this purpose.

…and we came up with our final solution

Building upon our second iteration, I used a Print icon to initiate a modal where operators could decide how and where to send the tickets.

This solution was:

• simple for development

• easy to understand what the button would trigger

• efficient for operators

Final Prototype

Results

Client Quotes

Learnings

The project was a success, but the process wasn’t perfect. Here are a few things I took away:

1. Check in often with the project goal. We seemed to get swept up in the concept of what a big editing tool could do and for awhile misplaced the simplicity of what we wanted to accomplish.

2. Make room for testing. We don’t often have resources for in depth user testing, but adding it into the process would have increased confidence in decision making.