TASK: Improve user experience, redesign website applying new trends and techniques, add new functionalities.
We have all have been using iTicket for a few years now and always felt like this website could give so much more in terms of content presentation and user workflow. After shaking hands with the client, we started implementing changes one by one, organising the main elements of the website: header, footer, events listing then switching easily to improving UX in the user account and buying process. First thing we had to do was to improve the homepage and refresh the website in a tight timeline.
The list of events was poorly organised, so the next thing to do for us was to improve events listing. We came with the simple idea to spread them over a grid of four columns, which makes it perfect for mobile representation too. Later on we suggested the client to bring an additional view to the listing, a simplified table view with appropriate filters that brings a new, non-distractive experience for the visitors.
The main selling page of the project is of course an event page. We handled it accurately, emphasizing those details the customers' need in first place: dates, venue and price. Of course the buying option is also there and comes sticky on the mobile to make the purchase quicker. We also came with an algorithm to represent multiple date events. We integrated share tools for social networks and made sure the mobile version is also able to reproduce the experience of the desktop version.
At start, modal windows used different designs because they were implemented from different open source libraries. We applied the same design line here and made the windows work in the same way each time they occur. We also emphasized the possibility to login with social networks. Further we developed additional windows for specific administration needs, such as a quick survey about the customer satisfaction and resetting the password option.
We had some major UX faults in the user account. Forms were not suggestive to fill in, bought tickets were not easy to manage, some functionalities were missing and finally the responsive version was non-existing. After a few sprints, we were able to standardise the user interface and then one by one add new functionalities like review tickets and make payments for them, add money to the account and others.
A special treatment received the tickets in the user account, which were in need of some more user actions. Client wanted to get rid of some offline procedures so these were transferred online to help customers avoid visiting the office for refunds or tickets cancelation. Refunds now are made online with possibility to choose the destinations: debit card or leave money in account for future purchases. In case of event cancelation there is also a possibility to return tickets for refund.
We had to do an overall rethinking and apply major improvements to each step of buying the tickets. User interface is more classy and clear now which makes it easier to choose the right date from a range of days, type of tickets, apply needed quality and finally choose from up to six payments methods. All this comes easy and simple on mobile devices too.