Brief redefined


As a case study to analyse I chose the recently finished Glasgow Film Festival. It is a highly popular local film festival with ticketed film screening and special events. Tickets are available only in accredited ticket offices and on the festival website.

In this way, I will try to understand the ticketing mechanism in the dynamic festival context where tickets are not available on any other last-minute website.

I chose to have a closer look at two particular events that I also personally attended or planned to attend which enabled me to experience the service myself and directly talk to the other service users.

In this way I arrived at the two extreme scenarios: one last-minute attended concert, and the other highly popular, sold out much in advance experimental film screening.


The first thing that I did was looking at the existing websites and services offering last-minute tickets for cultural events. My analysis focused on the biggest players in the market, trying to identify their strengths and weaknesses. Below you can find the very first result of that analysis.

Usually, even such a basic analysis and comparison of the current competitors already gives an initial insight into the trends on the market. I realized that last-minute tickets can have two sources:

– they can be held by the organizers or third parties and released in the last days before the event,

– they can come from the secondary market, i.e. people reselling the tickets that they purchased before but are not able to attend the event any more.

The biggest problem of the secondary market seem to be trust in transactions and time – most of the companies offer to facilitate the exchange of tickets by post – but how last-minute is that?

To make sure that the exchange of the tickets took place successfully, companies usually handle the payments and hold the money until the ticket is delivered to the buyer.


Brief: Last-Minute Tickets Services

Time to introduce the project that I am working on at the moment as a part of the specialist course of Service Design at the Glasgow School of Art.

We were asked to choose a specific example of an existing service that bothers us, that we find difficult or that is important to us. The task is to analyse the service, make a critique of that service and propose how it can be improved – our first exercise focused on service design.

I have been travelling and moving from country to country relatively a lot in the recent years. Every change requires adapting to a new environment and finding your way not only in a new bureaucratic reality, but also in social and entertainment aspects of life. One of the things that always took a considerable amount of my time in a new place is finding venues and events such as concerts, theatres or festivals that might be interesting to me. At the same time, I do not like to plan my evenings out much in advance and I often found myself in a situation where there was a concert or an event that I would like to attend, but it’s all sold out. This made me think about last-minute ticket services which became the starting point of my project.

Social Innovation (Gov2020)

On a slightly different note, recently I encountered a very interesting project by Deloitte, a major international consulting company. It explores the future of the government and society portrayed through 39 drivers that change the context in which government will operates and 194 trends that result from these drivers of change. Everything is beautifully explained and connected encouraging readers to share their own stories  that document these changes. Great source of inspiration. Nice one, Deloitte!

It was especially interesting to discover this website in a context of my previous project here at GSA investigating how emerging technologies can foster debate and increase political engagement within the civic sphere. See our blog Innovate Politics.