Ticketmaster is the leading platform for live event tickets, yet most reviews are negative. Customers often joke about “fighting the Ticketmaster war” before big events. The interface feels clunky, with room for UX-focused improvements. This case study explores small UI fixes to enhance the customer experience and company image. This case study focuses on improving Ticketmaster’s user experience without altering its existing systems or policies. Many complaints stem from unclear ticket possession, disruptive dynamic pricing, and distracting information. Poor venue navigation, ineffective filters, and lack of accessibility further complicate the process. These issues slow down purchases, increase system stress, and give bots an advantage over real users.

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I began by identifying issues in the ticket-buying process using screenshots and observations. Prioritizing speed is crucial, especially with the rise of concert culture. Key improvements include condensing less critical information to highlight essential details like a visual countdown. I first created wireframes in Figma, making initial adjustments and notes on necessary changes. Using these refined wireframes and original references, I designed an updated interface to streamline the user experience and reduce navigation time.

I’ve never done a UI/UX case study before, and doing so with a system I am familiar with allowed me to frame my complaints into a design mindset, which let me find potential solutions. This project builds on my initial experience with Figma and let me explore wireframing, reusable components, and a standardized look and feel to different pages of an app. I feel much more secure in my ability to prototype app interfaces in Figma, and I also feel more confident in my personal design framework. It was fun to recreate and adjust an entire customer journey to something that I would be much happier using. Maybe someday Ticketmaster will actually attempt to improve their user experience, starting with some simple adjustments like these. Now that I have some UI/UX prototyping experience under by belt, I’d like to see how I can expand these skills. I might take this project or a new one and expand it in a web format instead of just the app format. I’m excited to keep building out my design skills and preferences on Figma.

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