Design both the user experience and graphical interface for three different channels.
Give an efficient response to ticket sale time during peaks such as summer months and holidays.
Analysis of the business metrics and data.
Interview with service officers and staff.
Collection of feedback from end-users.
During the interviews a lot of useful empirical information was collected from service staff in relation to people behaviour while queuing and using the service. Also, most times there was the need for the presence of a service officer to help costumers perform the task.
The great part of the experience was simplified and reduced to five steps. The business options were typified and the experience was adjusted according to core and satellite user flows.
