MW18: Museums and the Web 2018 Ticketing Projects
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The document discusses two new ticketing projects undertaken by the Minneapolis Institute of Art and the Australian Centre for the Moving Image to address challenges with existing ticketing systems. Both museums developed new systems to provide a simpler, more streamlined user experience for purchasing tickets online. The Minneapolis Institute of Art built a ticketing system using React and PHP that reduced checkout steps and did not require user logins. The Australian Centre for the Moving Image developed an API-based system called Hive to integrate with their existing ticketing software and provide a fast checkout process. The document outlines the motivations, approaches, architectures, and future plans for both new ticketing systems.
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MW18: Museums and the Web 2018 Ticketing Projects
- 1. MW18: Museums and the Web 2018 Vancouver, Canada April 18-21, 2018 Ticketing 2017: Two New Projects Take on Complex Challenges Douglas Hegley, Minneapolis Institute of Art Andrew Serong, Australian Centre for the Moving Image Andrew David, Minneapolis Institute of Art Misty Havens, Minneapolis Institute of Art Kjell Olsen, Minneapolis Institute of Art
- 2. MW18: Museums and the Web 2018 Ticketing 2017: Two New Projects Take on Complex Challenges Introduction Image source: http://www.favbrowser.com/bad-web-browser-ui-design-choices/ Museum online ticketing ● Inelegant user interface ● Expensive customizations ● Limited access to the data ● Poor brand integrity ● Significant annual cost ● Difficult to integrate ● Complex pricing models ○ OK, that last one is our fault
- 3. User Experience Image source: https://thenextweb.com/dd/2015/09/29/6-examples-of-awful-ux-design/ ● Long, detailed forms ● Choices not clear ● Why do they need to know that? ● Scroll scroll scroll … Are we gathering useful information, or are we throwing up barriers? MW18: Museums and the Web 2018 Ticketing 2017: Two New Projects Take on Complex Challenges
- 4. Can We Re-imagine this? Image source: https://www.jrailpass.com/blog/es/museo-ghibli Couldn’t it just be … better? What if it was - gasp - fun? (or at least simpler & easier) MW18: Museums and the Web 2018 Ticketing 2017: Two New Projects Take on Complex Challenges
- 5. Buy third-party ticketing software Build ticketing system in-house Experience Two previous systems in past 10 years = not exactly successful Proof of concept = successful (if simple) ticketing system Initial Costs Relatively expensive: hardware, licensing, consulting for installation Relatively low hard costs, but significant staff time Feature set Robust, but with customizations (uh oh!) Built iteratively, starting with Minimum Viable Product Transparency Poor - mysterious connectors; depend on vendor for fixes 100% Control Limited to the capabilities & constraints of the system Museum has full control Support Contracted support services Falls on us (challenge: off-hours support) Risks Promises may go unfulfilled, or not completed in a timely fashion “That will be in the next release” Iterations may disappoint - people want it all and they want it right away Slides will be posted: https://www.slideshare.net/dhegley Why: Mia MW18: Museums and the Web 2018 Ticketing 2017: Two New Projects Take on Complex Challenges
- 6. Why: ACMI ACMI is Australia’s only national museum of film, tv, video games, digital culture and art ● Both a museum and a cinema ● Tessitura as Ticketing / CRM ● No perfect match with existing online ticketing platforms such as TNEW ● Follow through user journey for someone who knows what they want to see, and just wants to get their tickets MW18: Museums and the Web 2018 Ticketing 2017: Two New Projects Take on Complex Challenges
- 7. Overview: MNST ● Loosely coupled to main website ● Reduce number of checkout steps from 7 down to 3 ● No ‘cart’ ● No user login (we’re not Facebook) ● Established mobile-first UI patterns ● Introduce short, iterative development cycles (no big yearly upgrades) ● Depend on existing underlying ticketing system, Tessitura via APIs. ● Minimal in scope (can be built by a solo developer) MW18: Museums and the Web 2018 Ticketing 2017: Two New Projects Take on Complex Challenges
- 8. Overview: Hive ● No user login required ● Fast checkout process, including multiple discount types ● Integration with Salesforce ● API with a plugin architecture, flexible options for different payment processors / CMS ● Fast development cycles ● Mobile & desktop friendly ● Built on Open Source MW18: Museums and the Web 2018 Ticketing 2017: Two New Projects Take on Complex Challenges
- 9. What: ACMI MW18: Museums and the Web 2018 Ticketing 2017: Two New Projects Take on Complex Challenges
- 10. What: Mia React FrontEnd MW18: Museums and the Web 2018 Ticketing 2017: Two New Projects Take on Complex Challenges
- 11. How: ACMI MW18: Museums and the Web 2018 Ticketing 2017: Two New Projects Take on Complex Challenges
- 12. How: Mia Redis: Data Storage PHP set of classes and functionality Hive CMS Series of markdown files converted to JSON and deployed to React App Hive API Buy Tickets Buy Tickets Hive Frontend React App Cart & Rules Engine Price adjustments based on Product and Customer data Series of Javascript classes System Architecture MW18: Museums and the Web 2018 Ticketing 2017: Two New Projects Take on Complex Challenges
- 13. The Future: ACMI ● No formal roadmap: features are developed as we need them, in short iteration cycles. However: ● In 2019, we will need to refactor some of the codebase for Tessitura v14, shifting to Tessitura’s REST API ● Multiple event purchases, packages and passes ● Share with the community! Get in touch: @acmilabs @andrewserong https://labs.acmi.net.au MW18: Museums and the Web 2018 Ticketing 2017: Two New Projects Take on Complex Challenges
- 14. The Future: Mia ● CMS - new, fully featured, making it easier to create / update products for sale ● More UI updates. ○ Event type edge cases ○ Timed ticketing with granular timeslots (how to avoid frustrating users) ● Eventually: more flexible theme design ● Feedback and contributions from other developers / museums Get in touch: webdev@artsmia.org https://github.com/artsmia/ MW18: Museums and the Web 2018 Ticketing 2017: Two New Projects Take on Complex Challenges
- 15. Thank You Questions? MW18: Museums and the Web 2018 Ticketing 2017: Two New Projects Take on Complex Challenges
Notes de l'éditeur
- Douglas: Good morning. My name is Douglas Hegley, I’m the Chief Digital Officer at Mia. Part of my responsibility is to ensure that our customers are happy. One of the experiences where we have struggled over the years has been online ticketing. During our short presentation this morning, we are going to focus on just that. <see bullet points>
- Douglas: I realize I’m generalizing here, but the bottom line is that we have provided an unsatisfactory user experience. And now as we enter an era in which data collection is going to be scrutinized as never before, are we actually *preventing* our own success?
- Douglas: Ultimately, can’t we just make the thing better? Today we will share some information about two approaches taken to improve the situation. We hope that what we share is meaningful and useful to colleagues across organizational levels and responsibilities.
- Douglas - Due to time constraints, we’ll be limited to a high-level overview of our paper that has been published in the proceedings of this conference. In a moment, I’ll step aside and let the real experts tell you more about their projects and how they were accomplished. At Mia, we were unhappy with our system, we scanned the competitive marketplace, and frankly we still were not happy, What to do? Build it ourselves! <buy vs. build> High level overview (promise to share the deck)
- Andrew S “All the things you can now access on your phone” We’ve used TNEW since late 2011 Put a lot of work into improving look and feel, but very difficult to affect the overall UX Web redevelopment project in 2016 Purchase path should be easy, like buying a ticket in person To see through the user journey, decided to build our own product
- Andrew S We decided to build our own product “Museum Nice & Simple Ticketing”, or MNST for short. Nearly no budget, just a small external code review before launch The infrequent nature of buying tickets means that the password reset page was used by nearly all users.
- Kjell Olsen Simple process to browse and select tickets Slightly different steps required for different types of ticket events/Lectures are straightforward Exhibition / tours require a selected date Some events require special info - lunch selection, name, other info Discounts apply according to membership information Checkout sends the order to API, which handles payment and data
- Andrew S Essentially a middleware for Tessitura API calls 3 step transaction process Select tickets Confirm and enter payment details Get a receipt Large, touch-friendly buttons, mobile-first design Add on items and top up donations No option to log in, no passwords to remember or reset, reduce distractions and cognitive load of buying a ticket Existing accounts are matched by e-mail address, otherwise one is created Most modern browsers remember auto-complete fields - much quicker than resetting / forgetting password Pricing rules are all handled by Tessitura E-tickets are sent via Tessitura’s existing print at home ticketing service.
- Kjell Olsen - describe (briefly) the choice of React and why it’s effective. React - a simple abstraction to write complex behaviors Note: no delusions - this is hard stuff, and maybe we were not fully aware of how complex this was going to be. But we are selling tickets!
- Andrew S Nine months from prototype to beta launch Smallest scope possible MNST built to progressively replace to TNEW Links on website constructed from URL + performance ID Loose coupling between website and ticketing site Tessitura is persistent datastore MNST contains no data of its own, can be destroyed and rebuilt Deploy / rollback provided by feature flag in CMS, switches URLs Tech stack: Python and Flask Flask allows simple request, function, response workflow
- Andrew David, Misty Havens June 2017 with August 2017 Launch MVP was to sell exhibition tickets, membership Connect to SF data to allow for membership entitlements and record new members Since August we have been: refining data from massive migration refining the cart logic and error handling Setting up reporting Designing and building a CMS for Hive With much more to come!
- Andrew S Loose approach to roadmap items, and features come and go from development cycles. We know long-term that we’ll want to do packages and passes for film festivals. We’d love to find an appropriate way to share what we’ve made with the community, but: Open sourcing things involving closed-source products can be difficult (Tessitura), and there are considerations when it comes to PCI and risk. The most valuable part of the process (for us) was getting to a place where we can do iterative development for online ticketing. Complexity beneath simple interfaces is often obscured Breaking down features into individual issues was challenging, so... If anyone else wants to have a chat about building this sort of thing in-house, do get in touch!
- Andrew David