User Experience Design : Fandango Concerts

Fandango ConcertsConcert Ticket Purchasing on the Go

1Friday, September 27, 13

Product Description

Project Description: The “Concert” feature on the Fandango mobile app makes it easier and faster for music devotees to buy tickets on the go. “Fandango Concert” offers ticket price comparison, options to easily transfer mobile tickets to friends, and the ability to resell tickets before an event.

Concerts


Challenge: To add a Concert Feature to the pre-existing Fandango Moblie App, with features that outclasses efforts from competitors.

Solution: A minimalist implementation that saves the tickets purchased directly onto the users photo gallery, passbook, and the Fandango Ticket Archive. It also compares ticket prices with Stubhub and TicketMaster to reveal the best deals. It lets the user browse friends favorited concerts, and make their own lists of favorite concerts.

Concerts

Challenge + Solution


Mobile Purchasing Behavior

63% of mobile consumers buy because of on-the-go convenience. *

42% of consumers pay online transactions with a credit card. **

“Dreskin, [cofounder and CEO of Ticketfly], says that 70% of people surveyed in a recent study said they didn’t attend an event because they didn’t know it was even happening. Sometimes just being aware of the event is most of the battle.” ***

* comScore** Javelin Strategy & Research 2012 data*** Panzarino, Matthew. “Ticketfly launches Tickets Everywhere, with better social sharing, purchase flow and Apple Passbook support.” The Next Web. 30 Oct. 2012. Web

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Planning


Competitor Analysis

Key Findings•Unnecessary amount of steps/screens to get through the purchase process •Repetitive information

Stub HubOnline Concert Ticketing + Resale

Options + Group purchasing

Ticket MasterOnline Concert Ticketing

FandangoOnline Movie Ticketing


User Screener

Target User to Interview: • Goes to concerts, or both concerts and movies in a given month •Buys tickets online •Is socially active on social media platforms •Prefers to go concerts with one or more person


User InterviewsKey Findings

• Very budget conscious• Some only went to free shows • Difficulty purchasing tickets on

their phones• Difficulty transferring tickets to

friends before a show• No reliable way to resell tickets• Tickets selling out drives

purchasing

*Audio clip from a user interview


Key Screens


Fandango Buy Screen

Optimization•Reduce unnecessary option choices need •Have the primary visa card be the prominent payment option•Add concert ticket information for clarity

Current Fandango Screen Proposed Revision


Ideation Proccess


Matt Krug: : The Music Devotee

“Concerts are my social life.”

background & key characteristics

• works long hours as a designer at a young tech company.

• priorities are work, relationships, and enjoying his free time.

• social life revolves around concert-going

• part of a group of friends- all music buffs.

• very informed, reads lots of music blogs and uses SongKick

• very organized; keeps a calendar of upcoming concerts

• always buys tickets in advance

• is the group organizer for concerts

goals

• getting tkts to concerts he really wants to go to

• budgeting so he can see as much as possible

• planning well and carefully so he does not miss out

frustrations & pain points

• not being at a computer when tickets go on sale

• smartphones ticket buying apps are inefficient

• tickets selling out immediately


“I will splurge on a great concert.”


• editor at a lifestyle magazine

• is educated and has discriminating taste

• is well read and informed about goings on around town

• loves to go to concerts she can talk about at dinner with the girls

• goes to concerts the girls at dinner talk about

• looks for deals and saves to buy high quality, luxury items

• loves her sing-song writer bands

goals

• doing as much as possible on a small budget

• getting the best deal

• easily comparing prices easily


• indecision when buying expensive tickets

• missing out on what her friends are talking about

• sacrifices & making choices

Mary Morris: The Pragmatic Perfectionist


“I share events on facebook to show support for my friends bands.”


• moved to NYC to go to film school.• does freelance film gigs and works at a restaurant on the side to cover

the bills• has a solid group of friends, bars they like to frequent, and knows the

makers and the shakers of the indie scene that he considers himself a part of.

• learns about whats going on from instagram, and will meet up with his friends spontaneously

• always on the go, his cell phone is the main way he purchases tickets, looks up venue information or views facebook

• very social

goals

• when he is out, buy cheap tickets at the last minute.

• always be able to join his friends• know where his friends are and


• not being able to get into a show his friends got into

• missing an event because he didn’t look on the right social network

• having to do anything in advance• network

Seth Lynn: The Broke Scenester


Scenarios

• Matt buy tickets from a smartphone

• Matt resells tickets prior to a concert

• Mary compares prices in a ticket search

• Matt emails tickets from his smartphone

• Seth buys tickets from the resale section

Requirements

• App remembers user’s sign in• Simplified check out• Guaranteed resale tickets• Wishlist & email alerts• Social friends’ newsfeed

Scenarios


Usability Testing


Usability Testing | Pure & Simple

Optimization• Help users get to main task of

viewing tickets• Delete sharing information

repeated from previous screen• Navigate back to profile rather

than previous screen


Usability Testing | Wording & IA

Optimization• Delete repeated confirmation information presented in previous screen• Turn checklists into buttons• Make wording more specific using consumer language• Decrease number of buttons by adding a sub-navigation


User Flow


Concept Map


Purchase Flow


Social Flow


Price Comparison Flow


Resale Flow


Ticket Transfer Flow


Wire Frame


Cart Check Out ScreenA

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Button takes the user back to the “Concerts” screen, where the user can search for concerts they want to buy tickets for

Concert information carrying over from the “Concerts” screens allows for clarity, and assures the user they have selected the correct concert

The drop down menus allow the user to select their seats and the amount of tickets they want to purchase

The on-off swipe bar allows the user to choose if they want to pay an extra $2 for ticket stubs to keep as souvenirs

The “?” button allows the user to read about why there are service fees

The table calculates the users total price based on the options they have selected from above

Button allows the user to proceed to the “Payment” screen and continue with the purchase process

Global Navigation that is persistent throughout the app. Depending on what screens the user is on, the appropriate button stays highlighted.


Payment Screen

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Button takes the user back to the “Cart” screen, where the user is prompted to select seats and number of tickets

Concert information carries over from the previous “Cart” screen and is updated with number of tickets the user selected, and the total price due. The information allows the user to make sure they have selected what they want before they buy the tickets

The user “logs in” when they initially open the app, and from then on the app will remember the users preferred settings.

Drop Down menu allows the user to select other payment options such as paypal, an existing saved card, or to add a new card for payment

Button completes the payment process transaction and forwards the user onto the “Purchase Confirmation Screen”

Global nav


Purchase Confirmation Screen

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Button takes the user back to the “Payment” screen where they entered payment information, although the user can’t cancel or change what was entered, they may be interested in seeing what card they selected.

Text acts as positive reinforcement that makes the user feel good about their purchase, and lets them know where their tickets can be found

Button opens the users email in the screen allowing the user to compose an email to send to friends with images of the tickets. Once the email is sent user is back on the “Purchase Confirmation Screen”

Button opens up to a pop up screen where the user can chose to post the event information to social platforms such as facebook.

Button allows the user to save the event to their iOS calendar and set alerts as desired

Button takes the user to the “Ticket” screen where they are able to see the digital ticket they just purchased, giving the user confidence that the process is complete


Ticket Screen

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Button takes the user back to Matt’s Ticket Archive Screen, where the user can view all tickets they have purchased

Image of one of Matt’s purchased Mobile Concert Tickets that can be presented at the concert for entry

Button allows the user to have an image of the concert ticket saved to their phone’s image library (“camera roll”)

Button opens the users email in the screen allowing the user to compose an email to send to friends with images of the tickets. Once the email is sent user is back on the “Ticket Screen”

Button opens iOS text message screen in the “Ticket Screen” window, allowing user to text an image of the tickets to friends. Once the text is sent user is back on the “Ticket Screen”

The user is always able to go back and look at their tickets by going to the “Profile” button in the Global Navigation tab and looking through their “Ticket Archive.” Selecting a ticket in the “Ticket Archive Screen” brings up the screen to the left.

Global nav


Prototype Link to prototype:http://bit.ly/19KI1PK

“Yup, Yup, Yup. Buy!”

Fandango makes Matt Krug hero among friends32Friday, September 27, 13

http://bit.ly/19KI1PK




ContactJZ

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Sophie Laffont

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Kelly Kai

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User Experience Design : Fandango Concerts

Design

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