From Pain Points to Opportunities: User Journey Mapping

Ticketmaster's suite of enterprise products was crafted to empower clients to sell tickets directly to their customers, whether at box offices or through their respective websites. Customers had the convenience of ordering tickets on these platforms.

With Flex, users could search for events, explore interactive seat maps, avail of upsell options, and complete their orders.

Our core users were ticket desk operators responsible for box offices in various music venues, primarily located in mainland Europe.

They used Ticketmaster Flex to facilitate on-the-spot ticket sales to customers attending upcoming events. Frequently, they faced the challenge of managing extended queues of customers purchasing identical tickets, leading to repetitive interactions and fatigue.

As our product had a use case involving ticketing desks directly selling tickets to customers, our team aimed to investigate ways to alleviate the pain points experienced by these desk operators.

I was tasked with translating research findings into two journey maps. These maps played a pivotal role in gaining stakeholder support for the 'Quick Sale Mode,' a more streamlined sales option designed specifically to enhance the efficiency of ticket desk operators.