TekMaster Mobile App
TekMaster Mobile App
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This project was developed by me based on my initial findings about the difficulties that many people encounter when booking tickets for events in Vietnam. TekMaster is the useful application to provide the most comprehensive experience for ticket bookers. This project was completely handled by me in terms of both UX and UI.
This project was developed by me based on my initial findings about the difficulties that many people encounter when booking tickets for events in Vietnam. TekMaster is the useful application to provide the most comprehensive experience for ticket bookers. This project was completely handled by me in terms of both UX and UI.
Table of Content
Table of Content
Project Overview
Project Overview
Project Duration
Project Duration
This project is implemented from March to June 2024.
Key Responsibility
Key Responsibility
Conduct user interview, usability testing
Build information architecture, wireframing
Make design systems, mockups and prototype
The Problem
The Problem
There are only a few event ticket selling platforms that are available on mobile phone. As a result, they are more likely to purchase on website, but the check-out process is complicated.
Some people find it hard to check in events with the absence of their friends when they want to join in group by using the tickets purchased in bulk.
The Goal
The Goal
TekMaster app will let users purchase tickets and share it easily which will affect people who want to engage in events but are occupied by providing simple and smart ticket purchase and share processes to save their time. We will measure effectiveness by the amount of times per booking and the amount of shared tickets.
Understanding The User
Understanding The User
User Research: Summary
User Research: Summary
I conducted online user interviews to gather detailed information, including the participants' feelings, thoughts, and experiences. This data was used to develop empathy maps, customer journey maps, and personas. The participants primarily consisted of young individuals who had previously attended events with various methods of ticket purchase. The interview sample included two females and one male.
The individuals I interviewed provided valuable insights that largely confirmed my initial hypotheses, such as difficulties in attending the event and internet issues that prolonged the ticket booking process. Additionally, they highlighted several other challenges, including application lag, difficulties in navigating between screens, and users missing favorite events while using the application.
User Research: Pain Points
User Research: Pain Points
Time and Internet Connection
Time and Internet Connection
Occupied adults are too busy to spend time waiting for their interesting events opening for booking. Sometimes they are stuck in the booking process with low internet connection or the overload of the booking system.
Check-in Process
Check-in Process
Some participants find it hard to join in events when they lost their tickets. If they attend the event in a group, if someone is late, it will be very difficult for them to enter the gate, because the ticket can only be used once.
Accessibility On Multiple Channels
Accessibility On Multiple Channels
There are few platforms that support ticket booking through mobile applications, which are sometimes difficult to reach for some users. Some people also felt there was a lack of support from the booking platform or organizers due to a lack of clear communication channels.
Persona
Persona
User Journey Map
User Journey Map
Ideation
Ideation
Competitive Auditing
Competitive Auditing
In Vietnam, the level of competition among ticket booking platforms is relatively medium. Ticketbox holds the largest market share, followed by various competitors like Quickom, Ticketgo, ShowTIK and the ticket sales sites of venues and event organizers. In addition, in Vietnam, it is also popular to book event tickets through Google Forms.
Below is an analysis of direct competitors to TekMaster including Ticketbox, Ticketgo, Quickom in terms of UX factors such as first impression, features, accessibility, navigation, user flow and content.
How-Might-We Brainstorming
How-Might-We Brainstorming
In this section, I use the How Might We idea brainstorming method based on the problem statement and goal statement above. "How might we" (HMW) is a design thinking exercise that transforms problems into design opportunities. HMW stimulates creativity and prompts me to consider the problem from various perspectives. This fresh viewpoint aids in generating diverse solutions for the user issue I aim to resolve.
User Flow
User Flow
The flows I created is basically similar to other flows of purchasing or booking tickets. However, there are some featured points such as the artist and organizer screen, adding new friends for future sharing, QR code and NFC-on for using tickets.
Information Architecture
Information Architecture
When considering Information Architecture, I use sitemap as a primary source of organizing the information needed in screens and the connection between them. Because of the size of team, I do not conduct the content auditing session or some similar artifacts.
Wireframes
Wireframes
I created wireframes to fundamentally visualize the ideas and flows founded above. These screens focus on Sign In/Sign Up flow, Purchase flow and other important features such as sharing. I used the Top Bar of every screens to indicate the position of user in the flow, show them where they are.
Figure. The wireframe of Sign In/Sign Up screens
Figure. The wireframe of Home, Search, Account and My Ticket screens
Figure. The wireframe of Purchase screens
Prototyping & Testing
Prototyping & Testing
Design System
Design System
Color Scheme
To develop a color scheme for this design, I leverage the green color that is chosen based on the color of the brand and the Google Theme Builder Plugin in Figma to quickly deliver the Tonal Palettes. From that, the theme of the design is created. Contrast between layers of colors is well considered before using.
Typography & Icongraphy
In this design, I mainly use Inter as the font for all the interfaces and the icon acquired from Google Material Symbol.
Components
Mockups
Mockups
High-Fidelity Prototype
High-Fidelity Prototype
Usability Testing
Usability Testing
I conducted the moderated usability testing with 3 users to ensure that TekMaster provide a usable solution to address their needs and problems.
Going Forward
Going Forward
Takeaways
Takeaways
Impact
In this project, I applied a user-centric approach using design thinking to create the TekMaster application, gathering comprehensive user feedback to iteratively refine the design, which emphasized empathy and resulted in a highly intuitive and impactful product.
"Throughout the short-term internship, Luc has demonstrated a keen curiosity and determination in his work, consistently showing diligence in completing assigned tasks. Luc has proactively sought out new knowledge and applied it to UI/UX projects, reflecting a progressive mindset and growth in design skills." - Mentor Luong Ngoc Quan.
"The TekMaster App was created to make it easier for me to book tickets than ever, all it takes is an app on my phone. Being able to check-in to the event using the QR code on the app is what I enjoy the most." - Nhu Y (a user in project).
What I learned
User participation in the solution design process is extremely important, it ensures the usefulness and reliability of the solution. In this TekMaster project, I had the opportunity to conduct and experience more user interviews and usability testing sessions, giving me more knowledge in UX Research.
Thanks to the encouragement and help from my mentor, I learned more deeply about UI design and its principles. This further strengthened my visual design abilities.
I find that the user's willingness to accept a new solution is also a significant contributor to whether the solution is truly effective or not. For TekMaster, I find that users are still hesitant or limited in using ticket booking applications because reliability greatly affects their level of satisfaction with the platform.
Next Steps
Next Steps
Conduct another round of usability studies to validate whether the pain points users experienced have been effectively addressed, especially on how the system and sharing feature work in practical environment.
Conduct more user research to explore new fields of improvement in flows and UI design of the app.
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