“Love the total customer experience thinking here. Also, social and payment feature ideation is top notch.” —Pam Schneider

“Impressive design work coupled with well-thought-out UX changes to better serve users’ needs.” —Laura Hobson

Overview: While the Ticketmaster app is the world’s largest ticket marketplace, it fails to acknowledge its customers’ surrounding needs. Created for an assignment in a “Design Systems for UX and UI” course at the New York–based Fashion Institute of Technology, this project by students Max Barbosa, Isabelle Kwong, Harry Lin and Sara Park elevates the ticket-purchasing experience to extend to sociability, reliability and planning. The project’s primary target audience includes niche music fanatics, sports enthusiasts, family-centered parents and theater buffs alike.

During interviews, the students discovered that users did not find new events through Ticketmaster, so they prioritized event browsing through social profiles as opposed to a general feed.

The students’s new features for Ticketmaster include Social Profiles and a Split Cost function, with 360-degree seat selection, venue navigation and event add-ons as secondary features.

This assignment took the four students three months to complete, with eight weeks dedicated to a user-research process and four weeks devoted to UX design.

Comments by Max Barbosa, Isabelle Kwong, Harry Lin and Sara Park: 
What are the special interactive features of the experience? “We incorporated a venue wayfinding feature that guides users to facilities such as restrooms, food courts and elevators. We wanted make sure that users spend less time and energy trying to find facilities and have a stress-free event experience. While we believe this feature would benefit all event goers, it was inspired by busy parents who have a lot to juggle with active kids. We also enhanced the seat selection process by adding a 360-degree view of the seats powered by AR technology.”

What software did you use for the project? “We used Miro for brainstorming and research analysis and Figma for UI design and quick prototyping. Previously, we had done a large majority of our prototyping using Figma, but we were introduced to ProtoPie and used it for high-fidelity prototyping. We also took advantage of other online resources such as Lottie Files to enhance our project. It was a great way to insert microinteractions and make us aware of the small details in our app.”

What would you do differently if you had the opportunity? “After we completed this project, we learned that attending live events can be frustrating for people with mobility impairments and their caregivers. We questioned if others with visual and hearing impairments may encounter similar problems. We would like to have reinforced inclusive design and conducted more empathy interviews to help us understand more about their needs. It is our hope that we could cater to them so everyone could have a wholesome experience when using Ticketmaster.”