The aim of the project was to identify a service, make a critique and redesign a particular aspect of it using different tools.
Identifying Ticketmaster UK as the chosen service, the first step in the analysis stage was to experience the service myself in order to perform some observations. Then, several interviews were performed to users in oder to identify the friction points of the service. After mapping the customer journey, the stakeholders relationships and the service blueprint, I developed persona profiles in order to experience the service and point out the main issues of it. Once in the re-design phase, after gathering some insights, I redesigned the service for the most critical persona. Several opportunities were developed in order to give the service a personal touch and make it more interactive.
KEY FOCUS POINTS
Persona profiles
Visual mapping
Ethnographic design
Infographics
SOFTWARE USED
InDesign
Photoshop
Service Design
