Product Designer
How to enable access for 80,000 people in a few hours at an event with QR code and face recognization?
How an app project made possible to enable a huge number of people in some of the biggest events in Brazil, like Rio Carnaval and Barretos Rodeo Festival with QR code and Face recognization
With the return of big events after pandemics, we need to think about a solution to put a big number of people inside, decreasing queues and giving autonomy to customers to access the event. Our challenge was to build an app from scratch, considering a development team with limited experience in mobile technologies and the need for a solution that could efficiently manage a massive influx of attendees at events.
Our main challenges included:
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Scalpers selling counterfeit tickets at event entrances.
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An overwhelming number of attendees accessing events simultaneously, with peak hours reaching up to 10,000 people per hour.
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Developing the app based on an existing proof of concept (POC) to reduce development time—however, the POC was created without considering key usability and user experience principles.
Challenges
Fake tickets being sold
Scalpers frequently taking screenshots of e-tickets to resell duplicate tickets, leading to customers being denied entry, creating bottlenecks and confusion at event entrances.
Limited knowledge of development team
Limited practical knowledge of app development within the team and skeptical stakeholders regarding the investment.
Developing in record time
Developing the first version of the app in record time for its debut at Brazil’s biggest event: Rio de Janeiro’s Carnival.
80,000 people per day of event
We needed to put inside of the events a huge number of people in a better time in each day, without creating more queues and educate people to install one new app to access the events.
Our solutions
1
OTP Qr Code
The tech leader implemented an OTP (One-Time Password) system for the QR code, refreshing every 10 minutes to prevent scalpers from taking screenshots for resale, significantly reducing fraud.
2
Intuitive experience
Developing an app that seamlessly integrated key event access features in an intuitive and user-friendly way, re-evaluating core usability heuristics and addressing the main pain points of early users.
3
Keeping key features
Incorporating account management and login features similar to the mobile website experience, ensuring familiarity for users who were already accustomed to performing these actions on the site.
Revising and improving
After some events we noticed points of improvement in the project, so, we revised the users' behavior, with Hotjar analysis, help tickets opened in Zendesk and considering the Message review project to improve the app experience and making the flow more fluid and with less cuttings during the experience
Results
After some revisions and analising the results after 3 events in the same year, we could coletct some results of the implementation of the app.
Decreasing queues
We decrease the number of queues in the entrance of events in 8%
Decreasing errors
The error number in the access became less than 1% (which was around 5-6% before)
No more fake tickets
We decrease considerate the number of fake tickets, which people could access the events securely and fast.
The importance of design maturity in technology companies
This project was really important because we could prove to the main stakeholder the importance to have a product created with the proper design structures, and after this, we showed the importance to hire more people for the technology projects and how best structure projects could be more useful for the operations flow.
After this project, I was invited to create an app to register people in the system of Face recognization in special sections in those events, you can see this project soon.