Role:

UX/UI Designer

Client:

Google UX Certificate

Project:

Fandango

Challenge:

Fandango is a popular movie ticketing app and website, but many users find the limited options for changing their theater or date frustrating. Arriving at the wrong theater or selecting the wrong date can be a hassle, and the refund process lacks flexibility, leading to a poor user experience.

Customer Reviews:

Current State:

Informational Architecture

UI

The current UI is designed for users who do not exchange or refund tickets before the show. However, in edge cases, this approach fails to provide an optimal user experience.

Solution:

Develop two portals for ticket exchanges, available 30 minutes after the original ticket's start time. These portals will allow users to exchange their tickets if an error occurs during the initial selection process.

Redesign Process:

Wireframes

Mid-Fi

Incorrect Theater

Incorrect Date

if new theater prices are additional

if new theater prices are less

Usability Testing:

A-B testing

Script: Imagine you purchased a ticket through Fandango, and you arrived at the theater and realized you purchased the ticket to the wrong theater/date and would like to exchange the ticket to see the movie at the new theater/date

Task 1: From the "my order screen", exchange a movie ticket

Task 2: Start going through the process of exchanging a ticket

Qualitative Metrics

  • Time-Taken

  • Success Rates

  • System usability Scale

  • Many users appreciated being able to correct their mistakes without having to schedule a completely new movie time

  • Users thought having the allowed portal for purchased tickets in case of incidents

  • Users appreciated the exchange options.

Final Iteration:

Informational Architecture:

Final Design:

How it works:

Fandango will need to do internal logic development to enable users to have more flexibility in the case they have purchased the incorrect ticket.

Internal Logic Development

The internal logic ensures that users can access the ticket exchange portal even after the ticket is no longer available for purchase on the front-end. This portal will remain open for users who need to exchange a ticket due to an incorrect selection.

Frontend Development

On the front-end, the purchasing process will remain unchanged, with movie tickets becoming unavailable 30 minutes before the showtime. However, additional buttons will be added to the exchange page to provide users with greater flexibility.

Next

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