Ticket
Management
View
for INWEGO
The Problem
There was a number of events not being attended—this negatively effected INWEGO’s bottom line.
We identified the Event Details View as a major contributing factor. It was serving too many purposes and was visually cluttered. This View had 16 different states with different layouts leading to users constantly having to relearn a view.
The lack of standardization and organization made it difficult for users to locate relevant information to make decisions, which leads to no decision at all.
The Challenge
Is there a way to reduce the number of screen states?
Is there a better way to effectively display the event state?
Is there a way to reduce and declutter the information that is presented to the user?
Empathizing: The Mental Model
I identified that there are three phases in the ticketing life cycle (see below) and I placed all current view states into these phases. This enabled me to eliminate or merge unnecessary states.
Solution
Building on these phases, I only had to design just two views:
Event Details: Exploration/Discovery Phase - “Should I go?” 🤔
2a. Ticket Management A: Reserved - “I am going.” 😀
2b. Ticket Management B: Checked In - “I am waiting”
By simplifying this view’s scope, we also reduced the user’s cognitive load.
Event Details View - This view represents the discovery phase. This view’s function is to purely market the event the user. Only information helping the user make a decision should be shown.
Ticket Management View - This view represents the “I am going” phase. This view is activated after the user has made a reservation and replaces the Event Details View as the default view. Here, a user can modify, cancel, check-in, and do other functions related to the ticketing process.