Process Flow

The first step in our process was to do a deep analysis of ArtsQuest's ticketing site and create a process flow of the website showing how ridiculous all of the steps were to purchase a ticket. We also wrote our comments in red along the way with possible solutions to consider as well.

Feature List

Next a feature list was created. It a simple list of functionality of the redesigned site and any new features. There was a lot of different things that could be added to the ticketing site to make it better and more friendly for the user.

View List >
Filter By

- Price
- Main Site?/Location
(Banana Factory, Steel Stacks)
- Age
- Seat by Location
- Time of Day

Checkout

- Find a Home for Donation Button
- Promotion Box Smaller, To the Side
- Gift a Ticket/Experience
- Promo Code Field at the End Only
- Name on Tickets
- Email Confirmation - Paypal Option

General

- Display Sold Out Event with Gray Box or "Sold Out"
- Instead of Multiple Entries have Time Selection Option
- Share Event on Social Media

Seating

- Key for Diagram Prices
- Better Interactive Map
-Option to See Handicap Seating

Shopping Cart

- Drops Down or Pulls Out for Easy Access
- Option to Edit Ticket Seats or Ticket Numbers
- Easily Remove Tickets from Cart
- Time Pop Up Allows You to Add More Time

Log In/Sign Up

- Option to Use Google/Facebook to Log In/Make an Account
- Guest Checkout = No Log In
- Easy Sign Up Option with Email and Password
- Email Sent Later to Complete Profile

Information

- Have Address for the Location of the Event
- Description
- HOver to Allow Use to See AMount of Seats Left and Ticket Price Range

COMPETITIVE ANALYSIS

I then went through extensive research to try to find competitor websites, and other websites that use shopping carts.

PERSONAS

I created seven different personas of people who would possibly be using ArtsQuest Ticketing Site.

View Personas >
Roslyn
Age: 28
Occupation: Stay Home Mom
Previously: Art Teacher
Roslyn • Age: 28 • Occupation: Stay Home Mom • Previously: Art Teacher

Roslyn spends most of her time taking care of her young daughter at home who is not in school yet.
Roslyn always has an organized schedule and looking for fun artsy activities at new places.

1. Roslyn wants to get her daughter out of the house to socialize. Since her daughter loves doing art, she wants to sign her daughter up for a multiple art camps.

2. Roslyn’s daughter is always darting around. Because of this, she needs to be able to do her transaction quickly and efficiently.

Lily & Ryan
Age: 21
Occupation: College Sophomores
Lily & Ryan • Age: 21 • Occupation: College Sophomores

Lily & Ryan have been together for 2 years. They love doing anything together that involves food, festivals, and music.
Both of them were born and raised in the Lehigh Valley. They love going to Bethlehem.

1. Ryan wants to buy Lily tickets today to an upcoming food experience for their anniversary. He wants to be able to buy this as a gift.

2. Ryan didn’t remember about their anniversary until he was in the passenger seat of his friends car. He wants to buy the ticket at that moment, but because his friend is a bad driver he is having a hard time typing things on his phone.

Robert
Age: 75
Occupation: Retired
Previously: Factory Worker
Robert • Age: 75 • Occupation: Retired • Previously: Factory Worker

Robert is a grandfather and has one grandchild who he loves spending time with. He babysits her on the weekdays when her parents are at work.
He loves seeing his granddaughter smile and laugh while she is having fun.

1. Robert never grew up with computers. Although he owns a newer PC computer, he has no idea how to use it. He can barely manage to turn it on, and use the internet.

2. He gets easily flustered when using the computer.
He wants to be able to find activities him and his granddaughter can do together during the day.

Jamie, Taylor, Josh, Hallie, Greg
AGE: 24-28
Occupation: Co-workers/managers at a hotel
Jamie, Taylor, Josh, Hallie, Greg • AGE: 24-28 • Occupation: Co-workers/managers at a hotel

A group of friends who all met at the hotel they work at.
To relieve stress that like to go to the bar and eat food together.

The group comes upon the Artsquest ticket site and interested in more information about the concerts, but they are having a hard time finding the location and a description of the event on the page.

2. Greg has been to a concert before through Artsquest but forgets his username a password. He tries to use the “forgot password” but it doesn’t seem to work. He gets frustrated and ends up making a new account.

Jon
Age: 30
Occupation: CEO of Company
Jon • Age: 30 • Occupation: CEO of Company

Jon is the youngest CEO of Fortune 500 company. He is a millionaire
He claims himself to be a beer connoisseur.

1. Jon has a date with a girl this weekend. He wanted to take her to see a comedy show. Because he waited until last minute, he wants to be able to search for any great seat location that has availability no matter what the show is.

2. Jon is always busy running a company. He needs to be able to purchase tickets on his phone.

Anna
Age: 16
Occupation: High School Junior
Anna • Age: 16 • Occupation: High School Junior

Anna is thinking about pursuing a career in the art field.
The art program at her school has limited support and funding. She is only able to learn drawing and painting.
Although Anna is always on her phone, she loves to try new things.

1. Since Anna is obsessed with her phone, she wants to be able to make a purchase from her phone.

2. Anna hates having to make an account for every app and website she uses.

Mike & Jenna
AGE: 35 & 38
Occupation: Accountant & Social Worker
Mike & Jenna • AGE: 35 & 38 • Occupation: Accountant & Social Worker

Both grew up in the same neighborhood. They are best friends, but are not married.
Mike’s family loves doing different experiences with his three children under the age of eight and wife.
Jenna and her husband have two children around the same age as mikes two oldest. Their kids love doing anything that involve their friends.

1. Mike and Jenna want to take both their families to see a kids concert. They want their families to be guaranteed to sit next to each other so they want to do it in one transaction, but want to pay separately.

2. Since he needs to buy 5 tickets for his family alone he wants to be view the cheapest concert options.

FINAL PROCESS FLOW

We then went back to our original process flow and figured out all of the changes that needed to happen to make this website more user-friendly and easy to use. So we revised our process flows with a new system of how things would happen. This process flow is what we would then use to create wireframes.

WIREFRAMES

We created a whole bunch of paper wireframes that we reworked and reworked over and over again with classmates.

Scenarios

We also created a script of tasks to do on our website.

View scenarios >

1. You want to find Blast Furnace Blues. You want to purchase one ticket for yourself.
2. You want to see all events that are happening than book a ticket for James Hunter Six.
3. You realized you lost your tickets. You need to reprint your ticket for your drawing realistically class.
4. You previously made an account and want to login again.
5. You want to to take an art class or camp and find it.
6. You want to make an account.
7. You add drawing realistically to your cart but then you decide you don't want it anymore
8. MOBILE: You think you want to donate money. Than you decide you don’t want to.
9. MOBILE: You want to go back to the home page.
10. MOBILE: You want to share your event on social media

USER TESTING

We went through three sets of user testing, improving upon the last each time. By the end, I definitely learned so much from our users. It is so important to user test to see how the average person will react and engage your website. Here are the write-ups from each user testing. They are notes on what the users would click on, how they would react to certain situations from the script and their feedback on any more improvements for the redesign.

View Results >
1. You want to fid Blast Furnace Blues. You want to purchase one ticket for yourself.

• Round 1: All four people were able to do this task. They all chose to type in the search bar “blast furnace blues”. The billing button needed to be linked though.
• Round 2: One person used the drop down to select the event. One person used upcoming events to find the event. Both were able to successfully complete the task.
• Round 3: All people (2) were able to navigate my website clearly.


2. You want to see all events that are happening than book a ticket for James Hunter Six.

• Round 1: All four people were able to do this task. They all chose to type in the search bar “blast furnace blues”. The billing button needed to be linked though.
• Round 2: One person used the search bar. One person used the upcoming events. Both were able to successfully complete the task.
• Round 3: All people (2) were able to navigate my website clearly.


3. YOU REALIZED YOU LOST YOUR TICKETS. YOU NEED TO REPRINT YOUR TICKET FOR YOUR DRAWING REALISTICALLY CLASS.

• Round 1: 2 people had no problem finding the ticket. 1 Person could not find it at all without telling them where to go and one person needed needed a small hint. Both people clicked on the right button but did not happen to see the option in the drop down.
Round 2: Both were able to successfully complete the task by clicking the profile button.
Round 3: •All people (2) were able to navigate my website clearly.


4. YOU PREVIOUSLY MADE AN ACCOUNT AND WANT TO LOGIN AGAIN.

• Round 1: All four people were able to do this task. They went straight to the log in button
Round 2: • Both were able to successfully complete the task the same way as the first test group.
• Round 3: All people (2) were able to navigate my website clearly.

5. YOU WANT TO TO TAKE AN ART CLASS OR CAMP AND FIND IT.

• Round 1: All four people used the category drop down.
• Round 2: One person used drop down. One person used the search bar than clicked on filter.
• Round 3: All people (2) were able to navigate my website clearly.


6. YOU WANT TO MAKE AN ACCOUNT.

• Round 1: Three people were able to do this successfully. 2 person searched the name, and 1 person went to upcoming events.
• Round 2: Both were able to successfully complete the task the same way as the first test group.
• Round 3: All people (2) were able to navigate my website clearly.


7. YOU ADD DRAWING REALISTICALLY TO YOUR CART BUT THEN YOU DECIDE YOU DON'T WANT IT ANYMORE AFTER YOU JUST ADDED IT TO YOUR CART.

• Round 1: Three people were able to do this successfully. 2 person searched the name, and 1 person went to upcoming events.
• Round 2: All were able to find it successfully. I find the button so it worked. One person used the drop down to select “classes & camps” to find the class. One person used the search bar to find the class.
• Round 3: All people (2) were able to navigate my website clearly.


8. YOU THINK YOU WANT TO DONATE MONEY. THAN YOU DECIDE YOU DON’T WANT TO.

• Round 1: All 4 people had trouble finding the donation button. First they scrolled down the homepage looking for the button, and thank looked at the hamburger nav where it was too far down to be seen without scrolling. The huge gap made people confused and unable to find it.
• Round 2: With the new changes people still scrolled the homepage first but were able to successfully locate it in the nav.
• Round 3: All people (2) were able to navigate my website clearly.


9. YOU WANT TO GO BACK TO THE HOME PAGE.

• Round 1: All four people were able to do this task by going to an event and hitting the home button.
• Round 2: All four people were able to do this task by going to an event and hitting the home button.
• Round 3: All people (2) were able to navigate my website clearly.


10. YOU WANT TO SHARE AN EVENT ON SOCIAL MEDIA

• Round 1: All four people were able to do this task. 3 of them selected the event from the home page to share, and one person hit concerts to search and choose and event. The only thing that needs fixed was that the social media icons were not linked.
• Round 2: Both were able to successfully do this task by selecting an event, both selected from homepage, and and scrolling down to the bottom
• Round 3: All people (2) were able to navigate my website clearly.


3 MOST SERIOUS USABILITY PROBLEMS FROM THE FIRST TESTING.

1. Donation on mobile button was way too far down on the nav. Scrolling to find donation button was not ideal. It was too hard to find
2. Buttons were not linked
3. Bigger type could benefit things that are clickable, specifically nav’s and account drop down.


DO YOU NEED NEW QUESTIONS?

Number 9 is going to be change to “You found an event you were interested in. After reading the description you want to go back to the homepage to find a different event.”