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In recent years, the VIP manager have collected a lot of feedback during the art cologne fair.

• The search for the online ticket in the vip portal was extremely frustrating and led to unnecessary queues and frustration at the entrance
• The mobile version was extremely user-unfriendly
• The booking process for the event lacked clear communication and presentation
• Significant discrepancy between the ‘VIP treatment’ in real life and the digital ‘VIP experiences’

Solution → Zombie-hybrid-user-flow-journey-map

The initial phase of the project was a particular challenge due to the tight budget and high customer expectations. After identifing and prioritizing the critical functionalities things needed to move forward quickly. To kill as many birds with one stone as possible I had to create a nightmare. A ‘zombie-hybrid-user-flow-journey-map’.

This approach was far from optimal, but helped me to uncover gaps in the current system and identify chances for the relaunch.

Solution → Brining the "vip feeling" back

During my conversations, the customer raved about the old VIP cards and how sad both the staff and the VIPs themselves were that only the standard tickets were available.

To revive this feeling, i designed a digital version in the spirit of the old physical vip card.

Solution → Optimised for mobile

The initial interactions on the VIP platform were identified as critical and received significant negative feedback. The main issue was that searching for the online ticket within the VIP portal was extremely frustrating, leading to unnecessary queues and frustration at the entrance. To address this, the ticket is now prominently displayed as the first thing users see. Additionally, inviting a companion and booking an event have been made simple, even on mobile devices.

Solution → Making management easy

The administrative interface, which had evolved over time, was significantly streamlined during my redesign, reducing the input process by a third. I also introduced highly requested features like waiting and guest list management, which greatly improved workflow efficiency.

In anticipation of an upcoming software update in a different department, I created a design system to accelerate both the design and development phases.

Results & Learnings