Case Study: Creating an Outstanding UI/UX for Complex Ticketing Systems
ABOUT THE CLIENT:
SERVICES USED:
SERVICES USED:
The Challenge
Our client sought the expertise of a seasoned UI/UX team that understood ticketing, that would provide them with personalized solutions to make their web application easier to maintain and scalable for the future.
The Solution
Our primary objective was to gain a comprehensive understanding of their existing system, which involved analyzing functionality and flows.
The Benefits
Here are some of the ways our client benefitted by choosing a software partner with deep domain experience to work on their UI/UX:
- System evaluation and selection guidance
- Implementation planning and management
- Customization and configuration support
The Challenge
In the fast-paced and competitive ticketing market, medium-sized yet promising companies encounter the hurdle of distinguishing themselves and delivering an extraordinary user experience that will enhance their visibility.
With the critical role that user-friendly design plays in attracting and retaining customers, forward-thinking companies understand that investing in UI/UX is imperative for their growth strategy and the success of their business as a whole. Our client has been enabling community-led venues and organizers to create, manage, and deliver remarkable events for more than a decade. To become more competitive in a fierce market, the client had its sights set on enhancing UI/UX to gain an edge.
To accomplish this, they sought the expertise of a seasoned UI/UX team that understood ticketing, that would provide them with personalized solutions to make their web application easier to maintain and scalable for the future.
Our clients recognize that users demand more than just a platform that facilitates ticket purchases and event creation; their customers want an engaging, seamless, and user-friendly experience that leaves a lasting impression. They envisioned a web app that not only would meet the needs of its users but would be easy to maintain while preserving its functional complexity.
The most imminent issues that arise with outdated UI/UX flows and designs are:
- User Experience. A new UX/UI flow and design prioritize the needs and preferences of users, resulting in a more intuitive and seamless experience. It enhances usability, reduces friction points, and simplifies interactions, leading to increased user satisfaction and engagement.
- User Engagement. A well-designed UX/UI encourages users to interact more actively with our client's web app. Intuitive navigation and visually appealing elements guide users through the desired flow, increasing their engagement and time spent on your platform.
- Conversion Rates. A user-centric UX/UI design focuses on creating persuasive and intuitive experiences that guide users toward desired actions, such as making a purchase or filling out a form. A new design can lead to higher conversion rates and improved business outcomes by streamlining the conversion process and reducing barriers.
- Brand Perception A visually appealing and consistent UX/UI design helps establish a positive brand perception. It conveys professionalism, credibility, and attention to detail, which can positively impact how users perceive your company or product. In general, a rounded well-designed user interface contributes to turning all of these issues around, making user experience a more frictionless process that fosters trust among users.
Our client's complex system was a double-edged sword. On the bright side, their system has a lot of capabilities and is rich in features that their customers love. The tough side? Having a complex system means that they need to spend a lot of time and resources making updates. Knowing this, our ticketing client oifically sought out a software development company that would understand how to efficiently work with complex systems.
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The Solution
Softjourn seemed like the right choice, as complex ticketing systems are our bread and butter. After our first consultation, we recommended that the first step be a definition phase where we could study their system and materials. Our primary objective was to gain a comprehensive understanding of their existing system, which involved analyzing functionality and flows.
Additionally, we conducted a detailed assessment of user interactions with their applications. Leveraging our extensive expertise in the ticketing industry, our client sought guidance on creating user flows akin to those employed by prominent ticketing companies. For us to ensure the high quality of the final product, we ask a lot of questions so we can provide clients with solutions tailored to their needs.
In this case, our team was interested in understanding the following processes:
- How do users interact with the client's event platform?
- Are there specific flows they want to change?
- Who is their primary audience?
- What type of events are their users creating most often?
- What do their users like and dislike about their application?
- What are the pain points in managing events for their users?
After receiving thorough answers from the client, our team set off to work delivering new application screens to the client based on the information we gathered. Together with the client, we agreed that the team should consist of a Subject Matter Expert, a Business Analyst, a UX/UI Designer, and a Project Manager.
We also agreed to start with the Event Wizard flow, as it is the most important and complex part of the system our client wanted to work on in the first phase.
During the Definition and PIlot UI/UX phases, we focused on two distinct goals: requirements solicitation and the pilot UI/UX creation of mockups in Figma. In addition, our team analyzed current flows, project requirements, and existing pain points to identify opportunities for improvement.
By evaluating these key components, Softjourn gained a deeper understanding of the project and defined a UI/UX design that would align with the client's requirements. Once the pilot phase was successfully completed, the client had the opportunity to assess the outcomes and decide on the subsequent steps for the other UI/UX items. The main goal of the project was to define a UI/UX that would work for the client's requirements.
After the initial phase, it was decided that the project as a whole would have two phases: Definition Phase of the existing system UI/UX Pilot For the pilot project, the client opted for the following deliverables: UI/UX kit, a home page design, events page design, and several pages for create an event flow designs.
We believe that focusing on these key flows will have the greeted benefit to the quality of the system's processes, thereby enhancing overall user experience. Softjourn collaborated with the client to create a project estimate that aligned with the client's goals.
The Benefits
Our teams estimated the necessary efforts for designing the remaining part of the client's system so it would have more visually compelling interfaces that would reflect the company's brand identity. The Benefits Softjourn's team delivered sleek and branded interfaces and seamless flows that will enable the users of our client's ticketing platform to have a quick and easy onboarding for event management, general admin portal, and create event flows.
Here are some of the ways our client benefitted by choosing a software partner with deep domain experience to work on their UI/UX:
- System evaluation and selection guidance
- Implementation planning and management
- Customization and configuration support
- Training and ongoing user support
- Continuous improvement and optimization guidance
- Industry knowledge and expertise working with complex ticketing systems
We were able to navigate our client's project across its diverse development phases by harnessing the experience and skills of our experts. By providing recommendations, evaluation, selection, customization, and ongoing support phases, we were able to ensure a comprehensive approach to the project's success. During the project, we assisted our client in understanding how to address pain points and enhance user experience, ensuring their product delivers optimal satisfaction. Additionally, we facilitated the exchange of innovative ideas with our experts, who offered actionable feedback for further improvement. To ensure effective communication, we presented our deliverables using Figma flows and clickable prototypes. These materials showcased the interaction processes discussed during our sessions with the client, providing a comprehensive and tangible representation of our proposed solutions.
Conclusion
As a result of the collaboration with Softjourn, the client received a detailed list of requirements and designs for their future UI/UX development. With new flows and visuals, we will save valuable time and resources, as they now know the best direction to proceed forward to enhance their user experience.
With more users coming to their platform, they will ensure that every experience is easy and straightforward, so they can manage bigger events than ever before. If you have a platform you need help designing - reach out!
Partnership & Recognition
