Here is my new project: Designer in Space
A blog about service design and its different shades across industries and countries.
How is it to be a designer in a Space Industry? In a bank? In a government?
How can I find work as a service designer in the UK, Spain, Italy?
Inspired by my personal experiences as well as the careers of my great fellow designers, I hope this project will answer many questions that you might have when choosing or pursuing a design career.
See you in designerinspace.com !
E-TICKETS vs PRINTED TICKETS
Similarily as in the seller’s case, I focused more on the online bookings in the buyer’s blueprint. Exchanging the printed ticket is more difficult without the online ticketing system and there is a high risk of ticket duplication. That is why the printed tickets have to be physically exchanged by users.
From the research it results that the tickets bought in advance are usually booked online.
Therefore, in the service blueprint I focused more on that option. Return of tickets that have been already printed is possible but requires more steps.
Remember the user profiles? Look how their experience can improve using TicketReturn:
Research showed that the whole ticketing system of the GFF festival needs modernisation. Introducing electronic tickets is an investment that can solve many of the problems mentioned in the critique. However, taken festival’s limited resources, the process of digitalisation is not predicted in the nearest future.
Since in my project I’m focusing only on ticket returns, I need to operate within the existing system infrastructure.
Ticket Re Turn service proposal was born out of the insights gathered throughout the Glasgow Film Festival ticketing service research. It is a service functioning outside of the festival structure, facilitating self-organisation of the visitors who wish to return their tickets or buy a last-minute ticket for a popular event.
Ticket ReTurn fills gap in the market between the high-profile ticket providers, local events and festivals on a smaller scale.
I have initially started the research with the last-minute tickets in mind, however, during the research I realised that buying a last-minute ticket is a problem only if the event is sold out, there is a system failure or anything that does not allow to buy the ticket “at the door”.
On the other hand, there is always a number of people who bought the ticket in advance, but in the end are not able to attend the event anymore (Vertical Cinema scenario 2b). They wish to resell the ticket but have limited time and channels to reach any potential buyers. The service was born to solve the problems of both groups by connecting the two.
Summing up everything together, I created this Service Critique Summary, emphasizing the pain points and the positive features of the service. There are already some interesting opportunities visible, like e.g. “Traces of self-organisation beyond the festival structure” in the context of secondary ticket market which shows the need for a new type of service that would facilitate that.
After our talk with Corinne I decided to represent more clearly the current ways tickets are bought in the festival context. The graph of “ticket buying flow” shows clearly shows that even if the ticket is bought online, it has to be physically collected at the office due to old-fashioned booking system.
This is something that I will have to consider while designing the last-minute/return ticker service for the festival since currently the festival has no resources, nor money for upgrading to an online ticketing systems.