SCAD FILM FEST
"Tune in and enjoy the show"
Pleasure Service Approach
Redesigned Ticket Selling Experience
Business Management & Growth
ZOOM TEAM MEMBERS
UX & Service Design
SCAD Film Festival
Every year, buyers have a difficult time acquiring tickets for the SCAD Film Festival.
As a result, many people feel excluded, confused, and unclear of how to get access to special screenings, as well as how to find film information, making it impossible to purchase tickets, attend events or enjoy the festivities.
This project focused on the redesign of the ticket purchasing experience at the SCAD Film Festival. Through several rounds of surveys, interviews, and workshops with stakeholders, we narrowed down the problem space into looking for film information and film schedule.
Thus we redesigned the website on the computer and phone web of the SCAD Film Festival, and evaluate the customer journey before and after the design.
What is the problem？
It takes time and effort to make a decision.
Can not quickly get what is a specific film about
Lack of knowledge about film/actors, don't know which film to pick
Need to go through all the list and click each one to view detail
Customers value their time a lot.
Without a clear schedule, they can not make a plan with friends or by themselves
Be able to avoid time conflict with class/work
Customers may forget the time to purchase the ticket
How might we help customers to look for film schedule and information in an easier way at SCAD Film Festival?
Our Final Solution
A way to help customers get clear information of film schedule and event easily, quickly and efficiently.
Explore 9 broad topics and narrow down to 1
3 rounds of survey, 84 responses
Interview with 9 students and 5 design experts (1 intern)
Focus group interview with 7 participants
Card sorting with 6 participants
User testing with 4 participants
In order to make a fair and effective decision within the team, we decided to design this metrics including factors like:
does it consider covid-19
does it have long term impact
do we have access to target group to research
Then we narrow down to performing arts and explore the possible directions under this category. Ticket purchasing is the most outstanding one, since it
considers digital and physical experience
we have perfect target - SCAD Film Festival which runs yearly and is the largest university level film festival in the U.S
Our research goal is to discover students' experience with purchasing tickets, attending events, expectations of the events. We mainly used surveys, interviews for this primary research. Survey 1&2 and interview help us to discover the different answers from respondents, we used survey 3 to validate these answers and find the pattern.
3 rounds of survey (84 responses)Interview with 9 stduents and 5 design experts (1 intern at SCAD Film Festival )
From research, we identified three types of persona that are socializer, researcher and intern. We noticed for regular students, they are more like socializers who consider SCAD Film Festival as a social gathering with friends, and mainly participate less than 3 events. While for students major in film, performing arts, animation, viusal effect, etc., they are more researcher type and participate in as many events as they can.
This map identifies the relationship among different stakeholders and helps us to see the information, material being exchanged during the interaction in a large picture. Reviewing these relationship helps to identify the possible problems within the system, like politics, laws, culture (Georgia Abortion Law, LGBTQ, Southern) would affect the Festival quality. Considering all the resources we have in hand and the resistance towards change, we would more focus on SCAD Students and their experience.
2 x 2 METRICS IMPACT-FREQUENCY
We collected many feedbacks of the problems with current SCAD Film Festival Experience, using this tool helps to identify the most frequent and high impact problem - Ticket Management and Information.
Based on the problem we identified through the Customer Journey Map of Buying a Ticket, we mainly focus on how customers get a ticket, what information they need while they purchasing a ticket, what steps they go through this process and who will be involved in each step.
Updated Customer Journey Map
We added the emotion curve, gain points and pain points. Also highlighted the focus area that we found.
They feel troublesome when they need to go through all films, click each one to view details and check
It really takes time to decide film they want to watch
Not many engaging and interactive group activities available
Most students are excited for SCAD Film Festival
Get excited to plan with friends