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.
SWOT analysis of the ticketing system at the Glasgow Film Festival.
Blueprint is one of the basic tools in service design practice. It specifies each element of the service across different levels – including those visible for the user and, most importantly, those actions “behind the scenes” that influence the visible outcomes, like in a cause-effect relationship.
‘This is Service Design Thinking’ recommends collaborative creation of blueprints with the company that a designer is working for which could be a great, engaging and actually fun way to discover and deconstruct together the crucial areas for a company. Unfortunately, this maybe is not so much the case in a student project. However, since I had a great opportunity to speak with the Festival Producer, Corinne, I showed her the blueprints that I had made based on the user journeys and the research that I did. That was a great way to engage and although Corinne actually did not suggest many changes, it helped both of us to support the conversation visually and was a small taster of how such “blueprint co-creation” may take place.
Below you can find three blueprints for each user journey with their comparison and critique at the bottom.
Gathering all the information together, I created a service map with three types of touchpoints and connections between them – online, human interaction and facilities. They are positioned according the their function – from purely informative to ticket-selling only.
Today I had an opportunity to meet Corinne Orton, Glasgow Film Festival producer who was kind enough to answer some of my questions about the ticketing system of the festival. Corinne gave me some interesting insights into the mechanisms of the festival and the main problems that they are struggling with. The biggest one seemed to be an old booking system and no money for a new one. She also admitted that they do not offer a return ticket service – visitors cannot return the tickets to the ticket office with the only exception of event cancellation or program change.
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Two events, three user profiles and three user journeys with different narratives and results.
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.