Encore reimagines the ticket-buying experience with fan protection, transparency, and trust at its core.
My goal was to design a mobile experience where real fans, not bots or scalpers have a fair chance at attending the shows they love.
Tools
Figma, Notion
timeline
6 months
role
UX / UI Designer
The traditional ticketing process has broken down. Bots and scalpers dominate sales, leaving genuine fans unable to access tickets at fair prices.
Design Challenge
How might we create a ticketing experience that...
Protects and prioritizes real fans
Prioritizes fairness and transparency
Reduces stress during high-demand sales
Preserves the joy of seeing an artist live
Goals
Fair Access
Ensure tickets go to verified, real fans, not bots.
Affordable Pricing
Keep tickets accessible through capped pricing and transparent fees.
Trust & Transparency
Build confidence with a clear queue system and verified resale.
Problem Insights
Unfair Access
Automated bots grab tickets instantly, shutting out real fans.
Exploitive Resale
Resale prices often exceed 5-10x the original cost.
Lost Trust
Fans feel ticketing companies profit from fees and chaos rather than supporting artists and real users.
To ground this project, I reviewed news articles, social media posts, and hundreds of fan forums across major tours. The patterns were loud and consistent.
From these pain points, I created a persona that would represent the fan perspective and kept the focus on designing for the real fans and not the system that currently profits from them.
Sophie, 25
Career: Graduate Student & Part-Time Retail Associate
Lifestyle: Longtime concert fan balancing school, part-time work, and a tight budget.
Goals:
See her favorite artists without paying inflated resale prices
Access tickets before bots or scalpers dominate the queue
Frustrations:
Has been unable to buy tickets multiple times due to bots buying out inventory
Is often priced out by resale markups that exceed her monthly rent
Motivators:
Verified-fan processes that prioritize real people over bots
Fair, capped pricing that feels respectful and accessible
Encore meets Sophie at her biggest pain point: the belief that the ticketing system is rigged against real fans like her.
By offering transparent queue placement, verified identity checks, and capped fees, Encore helps Sophie feel protected, respected, and finally given a fair chance.
The research made one thing clear: fans weren’t just upset about missing tickets, they felt betrayed by a system that didn’t protect them.
Encore’s solution focuses on trust, fairness, and clarity, supported by four pillars:
Fan-to-Fan Resale Marketplace
Fans can resell tickets within limits on markup.
Impact: Tickets stay within the community, not scalpers.
Transparent Queue System
A real-time waiting room shows exact place in line.
Impact: Fewer surprises, less anxiety, more trust.
Prices are displayed upfront with strict markup limits.
Impact: No sticker shock. No predatory resale.
Verified Fan Access
Users verify identity before entering ticket queues.
Impact: Tickets go to real people, not bots.
To bring Encore to life, I mapped four core flows that would showcase the user journey to secure tickets with confidence and access the fan-to-fan resale Marketplace.
Onboarding
Purchase
Resale
Wallet
Wallet
Resale
Purchase
Highlights
Joyful micro-interactions celebrate successful purchases
Consistent visual hierarchy reduces overwhelm
Mobile-first design to match real purchasing behavior