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Redesign of the Ticket Functionality | Palmeiras App

Overview

At the request of the customer Palmeiras, we carried out the redesign of the ticket verification and validation feature in the application.

Performance

I led the design of the project, creating the interface and user experience in collaboration with the product and development team.

Objective

The ticket platform of Palmeiras was facing challenges in user experience, causing difficulties in access and validation of tickets on game days. Many fans depended on the web version, which had inconsistencies, while the app did not provide a clear and intuitive experience for purchasing and using tickets. My role as a Product Designer was to lead the redesign of this flow, ensuring greater efficiency, accessibility, and security in the use of digital tickets.

The ticket platform of Palmeiras faced challenges in the user experience, generating difficulties in accessing and validating the tickets on game days. Many fans relied on the web version, which had inconsistencies, while the app did not provide a clear and intuitive experience for purchasing and using tickets. My role as a Product Designer was to lead the redesign of this flow, ensuring greater efficiency, accessibility, and security in the use of digital tickets.

Solution

Unified ticket access experience: I eliminated the dependency on the web version by creating an optimized flow directly in the app.

Redesign of layout and navigation: I improved the information architecture to make it easier to view tickets, with clear data and a well-defined hierarchy.
Enhanced integration with validation at turnstiles: I optimized the display of barcodes and QR codes, ensuring better readability and efficiency in scanning by the stadium equipment.

Unified ticket access experience: I eliminated the dependency on the web version by creating an optimized flow directly in the app.

Redesign of layout and navigation: I improved the information architecture to make it easier to view tickets, with clear data and a well-defined hierarchy.
Enhanced integration with validation at turnstiles: I optimized the display of barcodes and QR codes, ensuring better readability and efficiency in scanning by the stadium equipment.

Results

With the implementation of the new design, the impacts were clear and measurable:

We significantly reduced the problems caused by using the webview to access tickets, providing a smoother and more reliable experience.
After the new design was validated by the client, we received positive feedback highlighting that 70% of the fan base adopted the new ticket functionality directly in the app.
We improved the validation of tickets at the turnstile, ensuring more efficient reading of the barcode and QR codes generated via API.

Additionally, users reported a more intuitive and clear experience in the new ticket purchase and usage journey within the app.

Learnings

During the process, some lessons were essential to optimize the solution and improve future implementations:

The collaboration of the team from the beginning was fundamental. Discussing the problem together allowed for a better understanding of the limitations of the integrations and anticipating technical challenges.
A clearer interface makes all the difference. Highlighting information in an accessible and intuitive way significantly improved the users' experience.
Small adjustments in the information architecture and navigation create a big impact. Strategic improvements made the flow more efficient and reduced frustrations in using the tickets.

in/raphaellemelo

raphaellemelo@gmail.com