Case study – Concert ticket app

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The challenge

COVID-19 has caused thousands of artists to cancel upcoming shows and festival appearances. Additionally, millions of fans have been without live entertainment for months.

The goal

GigVR allows you to live a similar experience from home thanks to the immersive experience of virtual reality.

My rol

UX Designer

Responsabilities

Conducting interviews, paper and digital wireframing, low and high-fidelity prototyping, conducting usability studies, accounting for accessibility, and iterating on designs.

User research

I conducted interviews and created empathy maps to understand the users I’m designing for and their needs. A primary user group identified through research was concert goers who can’t go to concerts due to the impacts of COVID-19. This user group confirmed initial assumptions about it, but research also revealed that COVID-19 restrictions was not the only factor limiting users from going to concerts. Other user problems included high costs, bands that no longer existed or did not tour in certain countries.

Pain points

High costs:
Many fans can’t see their bands because they no longer exist or they don’t tour their countries

Accessibility:
Live concerts offer few places for the disabled people

COVID-19:
Users aren’t attending events because they don’t feel safe due to the pandemic

Persona: Arthur

Problem statement:
Arthur used to go out to concerts and festivals to see his favorite artist but he hasn’t attend any events since the pandemic started

User journey map

Mapping Arthur’s journey revealed how helpful it would be for users to have access to a VR concert ticket app,

Digital wireframes

Easy navigation was a key user need to address in the designs in addition to equipping the app to work with assistive technologies.

The low-fidelity prototype connected the primary user flow of purchasing a VR concert ticket, so the prototype could be used in a usability study with users. 

Usability study: parameters

Study type:
Unmoderated usability study

Location:
Spain; remote

Participants:
5 participants

Length:
5-10 minutes

Usability study: findings

These were the main findings uncovered by the usability study: 

Efficiency:
People want to purchase a ticket quickly

Search:
People want to find their favourite band easily

Social:
People want to share the experience with friends

High-fidelity prototype

The hi-fi prototype followed the same “search and purchase a ticket” user flow as the lo-fi prototype, and included the design changes made after the usability study.

Accessibility considerations

Provided access to users who are vision impaired through adding alt text to images for screen readers.

Used icons to help make navigation easier.

Used detailed imagery for bands to help all users better understand the designs.

Take aways

Impact: 

The app makes users feel like it really thinks about how to meet their needs. 

One quote from peer feedback:

“The app made it so easy to live an immersive music experience! I would definitely use this app during the COVID-19 restrictions to see my favourite bands”