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.
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.
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.
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
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.
Queue Frustration
Fans waited online for hours only to be kicked out or told tickets were sold out.
Scalper Exploitation
Resale prices sometimes exceeded 10x market value.
Lack of Transparency
Confusing rules, hidden fees, and unclear wait times.
Emotional Toll
Fans described the process as "heartbreaking," "unfair," and "like playing the lottery."
Sophie, 25
"I just want a fair chance to see my favorite artist without paying more than my rent."
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:
Verified Fan Access
Users verify identity before entering ticket queues.
Impact: Tickets go to real people, not bots.
Capped Pricing & Fair Fees
Prices are displayed upfront with strict markup limits.
Impact: No sticker shock. No predatory resale.
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.
To bring Encore to life, I mapped four core flows that would showcase the user journey: From verifying identity to securing tickets with confidence.
After defining the core flows, I created a polished high-fidelity prototype that emphasizes clarity, fairness, and the joy of finally securing tickets.
Joyful micro-interactions celebrate successful purchases
Consistent visual hierarchy reduces overwhelm
Mobile-first design to match real purchasing behavior
