Analysis

Step 1. Visit the existing Ticketmaster site. Create a chart for Ticketmaster's existing process flow. Record pain points along the way.

Problems:

1. The screen is cluttered with too many options. The lack of heirarchy makes it hard to find the important information.
2. The site has several features that seem pointless, such as rating artists or adding them to favorites.
3. Had to enter a security phrase to order tickets. Necessary perhaps, but still annoying.
4. A lot of the ordering process is confusing. The continue button is hard to find on some pages due to heirarchy issues. Purchasing process consists of several different pages that could be consolidated into one or two.
5. The time limit is stressful, but again it's probably necessary.

Step 2. Perform a competative analysis of sites that have good ordering systems.

New Process Flows

Step 3. Create personas of possible consumers with details about how they would want to use the site.

Step 4. Plan a new process flow for the Ticketmaster site.

Step 5. Create individual process flows to show how users would complete specific tasks on the site.

Site Map

Step 6. Create a site map for the updated site.

Wireframes

Step 7. Sketch wireframes for the site.

Step 8. Refine wireframes digitally.

Mockups

Step 9. Design mockups.

User Testing

Step 10. User test the site. Test subjects were asked to perform a series of tasks on the site with no guidance.

Prompts:

1. Find a list of Pop shows.
2. Get the cheapest ticket to the next Phillies game.
3. Get 3 tickets to Interpol on April 16 in Section A.
4. Compare the price for the best seat between 2 comedy shows: Chris Tucker and Kevin Hart.
5. Find a list of dates for Ringling Bros. and Barnum & Bailey Circus.

Findings: For the most part, users did what I expected them to do when testing. Sometimes they would try to get to a page by a method other than the one I coded. Theoretically they would still be correct if the entire site were coded. The biggest problems were experienced on the ticket selection page. Users had to search to find the "NUMBER OF TICKETS" input, as well as the "BEST" and "CHEAPEST" buttons. Some didn't immediately realize the map was clickable. The biggest issue was when asked to compare prices, the users were looking for some kind of price comparison tool. The intent of the prompt was to see how the user went back and forth between results and selection pages.

Revisions: Changes that are needed on the site include some heirarchy adjustments, especially on the ticket selection page to make the buttons more evident. Another thing that could be added is a ticket comparison feature. Also, the map could be more detailed and show individual seats, which ones are sold and which are available.