Service Blueprint: Buyer


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.


Ticket ReTurn: Ticketing System

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.


Service Proposal – Ticket ReTurn

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.