Boostr
Dedicated fans can say goodbye to the Verified Fan Registration Program forever.
Boostr is a rewards-based app where fans can earn presale codes to see their favorite artists—just by being a fan.
Team Members: Skyla, Connie, Kareena, Destiny
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Design Challenge
How might we provide dedicated fans access to high in-demand concerts?
There is an opportunity to provide concert goers with a reward-centered app that allows them to have a smoother and more personalized experience to gain access to highly in-demand events.
User researcH
We focused our research on communities related to and affected by ticketing sites like Ticketmaster. Specifically, the Taylor Swift 2022 Eras Tour made national news because of the millions of people that expressed their frustrations in navigating and purchasing tickets on Ticketmaster. Scalpers/bots are also a huge problem within the concert ticketing sphere as they often take large quantities of tickets and resell them at high prices, leaving real fans unable to get any tickets. We as a group started considering possible solutions by pivoting our research towards AI. In the ticketing industry AI is often used to analyze past events and consumer data to create a more personalized experience for consumers.
User Interviews
For our primary research, we focused on getting interviews from young concert goers in the 15-20s range who have tried purchasing tickets for very high in demand concerts. Our interviews consist of discussions about their ticket purchasing experience with Ticketmaster and their feelings towards AI.
My Interviewee
Female, 21
Listens to Pop, K-pop, and Indie music
Has experience buying tickets for high in-demand artists
Key Insights:
• The waiting room makes them feel anxious
• They disliked having a short time limit for putting in your purchasing information
• The hardest part for them was picking the seats and wished she didn’t have to rush through it
• They thought limiting the amount of tickets that an individual can take can help with scalpers
• They stated that if there are no boundaries, they would make the AI buy the ticket for them
• They thought that being one of the first people to buy tickets would make the process a lot easier
Overall Interview Insights
“Scalpers ... takes seats from people who actually want to spend money and buy a ticket because they’re a fan. (I think) just being able to verify more who’s purchasing the ticket (can help) in a way.”
Users want an extra layer of verification so only fans will be able to buy tickets
“(Being) one of the first people to buy the tickets (would make it easier)”
Users want an easier, smooth sailing experience without having to having to worry about other ticket buyers.
“(When purchasing tickets) The website would freeze which was so annoying”
Users have trouble purchasing tickets because of the high amount of traffic on the website
“(The hardest part was) Not knowing if I was going to get a ticket”
Users want a higher guarantee that they will be able to purchase a ticket
“I feel like it’s a lot of formality when you’re just using the AI, cookie cutter speech”
Users feel less comfortable when using AI because of the lack of authenticity, and originality
Survey Insights
“Artist specific questions /videos to gain access to a code, similar to Taylor Swift’s Reputation tour.”
“Utilize Spotify or Apple Music for presale codes. It’s easier to track a fan.”
Avid concert goer, Ava finds huge frustration in barely getting verified fan codes in order to buy tickets, and has numerous people sign up for her.
A majority of users surveyed or interviewed agreed they would get rid of the Verified Fan Program and opt for a more personalized experience.
Persona
Ashley Carrera
Interests: Loves attending concerts and raves.
Desires: To be able to afford the most priciest concert tickets, multiple times a year.
Goals: Attend 20 concerts in one year.
Age: 22 years old
Status: Full-time student, has a part-time paid internship & a work-study job
About Me: Ashley is a 22 year old woman who attends Texas State University. Since she was a junior in high school, she’s loved attending concerts. Her first concert was for Bruno Mars and she has expanded her music taste from solely pop to rap and hip-hop, too. When she began dorming for university, Ashley and her roommates would look for cheap concerts nearby and attend them. After she turned 21, she began to attend raves as well. These events are huge stress relievers for her and she feels like she can fully express herself there.
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Despite registering multiple times for the Verified Fan Program or other presale code programs, she is never able to secure a code to purchase tickets.
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Wants to attend more concerts and raves for each genre of music that she likes.
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Feels stressed and anxious whilst waiting to see if she is even able to purchase tickets for highly in-demand events.
How can she attend these events if she is always waitlisted, despite always supporting her favorite artists?
User Journey of ticketing processs
Pivot Point
At this point in the process, we decided to take a step back from trying to re- invent the ticket-buying process. We quickly realized that the current ticket-buying system was in place for a reason. And instead of trying to force AI into our project, we decided it would be better if AI took on a more subtle role.
My Original Sketches
Change #1
Instead using my original idea of an AI powered personal ticket buyer, we decided to tackle the Verified Fan Program and make it easier for concert goers to buy tickets by focusing on the presale process.
Change #2
We decided to use AI for analytic, generative, and personalization purposes.
User Flow
We started to focus on the idea of rewards centered app that would allow you to earn a presale code by playing games, watching videos, and taking quizzes about the artist.
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Wireframes
We understood fans wanted a more personalized and fair experience that integrated their listening statistics, possible merchandise buying and or actual activities like watching videos and playing simple to games to prevent bots/scalpers with the help of AI. Our first proposed solution aimed to assure fans that when they do proceed to purchase tickets they were buying alongside other dedicated fans and not bots and scalpers. Their probability in buying tickets during a presale or onsale wasn’t based on a large endless lottery system but on an even playing field.
Usability Testing from Initial designs
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My Interviewee
Female, 25
Key Insights:
• User wants progress to be checked-marked after completing tasks
• The purpose of the app is not clear after initial use
• The rewards page was not clicked on
Overall Testing Insights and Observations
• Users looked engaged while doing quiz
• Users understood and knew what to do
• Users were able to check boost progress easily
• Users thought it was a simple and smooth app
• Users had no trouble finishing leftover tasks
“It was engaging, it allowed me to engage with artists and learn a little bit about them...”
“It was simple and I was able to register without any problems. Which is refreshing. Sometimes registration pages frustrate me.”
“Pretty simple and smooth app.”
Implement Feedback / Redesign / ReStructure
While going through all the feedback we received, I strongly felt the app needed a redesign as well as some restructuring so I took it upon myself to do just that.
Change #1: Redesign
I tried make sure the design was more user friendly.
Change #2: Substituted the Account and Rewards pages for an Access page
Users needed a page where they could find all their earned presale codes.
Change #3: Instead of having users collect 10 boosts, I reduced that to just 5 boosts for each activity category
Change #4: Replace Merchandise Purchases and Games activity categories
Having to pay for access to Presale in some kind of way is exactly what I wanted to avoid while making this app. So, I replaced Merchandise Purchases with Watching Ads so that the app will still have an avenue of revenue coming in.
I also replaced Games with Listening Parties since playing games had no connection to the music industry or individual artists.
Main Screens
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Secondary and Tertiary Screens
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Prototype
Future DevelopMent
Going forward I definitely want to look more into fan culture and implement more fan initiatives such as streaming goals.
I would also like to look more into different names for the app so it would more clearly indicate having to deal with presales or concerts.