{"id":6022,"date":"2020-06-03T14:53:07","date_gmt":"2020-06-03T12:53:07","guid":{"rendered":"https:\/\/vps-6634360a.vps.ovh.net\/?page_id=6022"},"modified":"2022-06-09T12:09:23","modified_gmt":"2022-06-09T10:09:23","slug":"ticket-battle","status":"publish","type":"page","link":"https:\/\/design.cnil.fr\/en\/case-studies\/ticket-battle\/","title":{"rendered":"Ticket Battle"},"content":{"rendered":"\n<div class=\"alignfull header color\">\n<p class=\"p1\"><span class=\"s1\">Ticket Battle is an application for the sales of tickets to cultural events such as concerts and plays. It provides great deals in the form of flash sales to users who want to attend an event at the last minute.<\/span><\/p>\n<\/div>\n\n\n\n<div class=\"wrapper principles\">\n  <div class=\"sidebar principles\">\n    <div class=\"theiaStickySidebar\">\n      <div class=\"box\">\n       <div class=\"box-content\">\n\n\n\n<h3 class=\"wp-block-heading\">Ticket Battle<\/h3>\n\n\n\n<ul class=\"wp-block-list\"><li><a href=\"#context\">Product&#8217;s context<\/a><\/li><li><a href=\"#ux\">User pathway and key steps <\/a><\/li><li><a href=\"#choice\">From seat selection to form completion<\/a><\/li><li><a href=\"#mail\">Email: a user-relations medium in its own right<\/a><\/li><li><a href=\"#limitations\">Limitations<\/a><\/li><\/ul>\n\n\n\n<\/div>\n  <\/div>\n\n\n\n<\/div>\n<\/div><div class=\"content examples\">\n    <div class=\"theiaStickySidebar\">\n      <div class=\"box\">\n\n\n\n<blockquote class=\"wp-block-quote\" style=\"color:#0013E4\"><p><em>This case study is part of a LINC research initiative focusing on interface design. Cases dealt with are fictional services co-created with the participants of the Data &amp; Design workshops. The solutions considered here are not intended to be recommendations to copy, but rather contextual illustrations of creative processes that might inspire your services and products. The study does not cover the entire user experience, but simply concentrates on key points. As such, it does not necessarily cover all GDPR requirements.<\/em><\/p><\/blockquote>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"context\">Product&#8217;s Context<\/h2>\n\n\n\n<p>Ticket Battle is designed to facilitate last-minute sales of tickets to cultural events at competitive prices. The ticket sale concept is based on a race against the clock to fill in an order form as quickly as possible. The form consists of a minimal number of fields to be completed in order to reserve tickets: user\u2019s surname, first name and email. The time each user takes to complete the form is recorded and compared with times taken by other users interested in the same seat (and who have also completed the form). The fastest is the one who wins the tickets.<\/p>\n\n\n\n<p>Sur les sites d\u2019e-commerce, le tunnel d\u2019achat est souvent consid\u00e9r\u00e9 comme un moment <\/p>\n\n\n\n<p>On ecommerce websites, the shopping tunnel is often regarded as critical to customer relations as it is what enables transactions to be finalised. It is also the process during which users have to communicate a certain amount of personal information in order to be able to finalise their purchases. As shopping tunnels are generally designed to be particularly quick to navigate by focusing only on what is necessary to complete the transaction, all too often only secondary importance is accorded to provision of information on data protection, as it is considered incidental to the act of purchase. Faced with this paradox, how can we imagine the user experience of a service when ordering a product to ensure that people are fully informed about the use of their personal data as well as on their rights?<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"ux\">User pathway and key steps<\/h2>\n\n\n\n<p>L\u2019\u00e9quipe de Ticket Battle s\u2019est attaqu\u00e9e au probl\u00e8me en envisageant un parcours scind\u00e9 en deux temps. Ainsi, la premi\u00e8re partie du parcours utilisateur correspond \u00e0 la mise en concurrence des places. La seconde partie du parcours, correspondant \u00e0 l\u2019acte d\u2019achat, est activ\u00e9e seulement si l\u2019utThe Ticket Battle team tackled the problem by envisaging a user experience split into two parts. The first part corresponds to the ticket competition itself while the second corresponds to the actual purchase and is only activated for the winning user.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1470\" height=\"420\" src=\"https:\/\/design.cnil.fr\/wp-content\/uploads\/2020\/06\/2020-01-15-TicketBattle-UXUser-Journey@2x-1.png\" alt=\"\" class=\"wp-image-6215\" srcset=\"https:\/\/design.cnil.fr\/wp-content\/uploads\/2020\/06\/2020-01-15-TicketBattle-UXUser-Journey@2x-1.png 1470w, https:\/\/design.cnil.fr\/wp-content\/uploads\/2020\/06\/2020-01-15-TicketBattle-UXUser-Journey@2x-1-300x86.png 300w, https:\/\/design.cnil.fr\/wp-content\/uploads\/2020\/06\/2020-01-15-TicketBattle-UXUser-Journey@2x-1-768x219.png 768w\" sizes=\"auto, (max-width: 1470px) 100vw, 1470px\" \/><\/figure>\n\n\n\n<p>This break with the traditional silo of the shopping tunnel enables communication of information on personal data to be handled differently. Among other things, participants suggested:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>creating a specific information step<\/strong> between seat selection and form completion. By providing information upstream of the pathway\u2019s most stressful step, participants sought to make sure that users understood how their data were used;<\/li><li><strong>ensuring a follow-up of information provided to users<\/strong> by using emails as a means of communicating further information and grouping together all means enabling users to keep control over their data (e.g. exercise their rights).<\/li><\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"choice\">From seat selection to form completion<\/h2>\n\n\n\n<p>During the workshop, the participants decided to develop the user experience for a new user discovering the platform. She is therefore not familiar with how it works and needs to be informed about it. <\/p>\n\n\n\n<p>Although participants\u2019 initial idea was to send the user directly to the order form, they finally decided to display the \u201crules of the game\u201d between the seat selection step and the step in which the user had to enter her personal information into the form as quickly as possible. The rules not only provide information on the mechanism for obtaining seats, but also on the way in which personal data are processed.<\/p>\n\n\n\n<div class=\"wp-block-columns has-2-columns block-ex-1col is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h3 class=\"wp-block-heading\">Proposed Approach<\/h3>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1470\" height=\"1466\" src=\"https:\/\/design.cnil.fr\/wp-content\/uploads\/2020\/06\/Flow@2x.png\" alt=\"\" class=\"wp-image-6217\" srcset=\"https:\/\/design.cnil.fr\/wp-content\/uploads\/2020\/06\/Flow@2x.png 1470w, https:\/\/design.cnil.fr\/wp-content\/uploads\/2020\/06\/Flow@2x-300x300.png 300w, https:\/\/design.cnil.fr\/wp-content\/uploads\/2020\/06\/Flow@2x-150x150.png 150w, https:\/\/design.cnil.fr\/wp-content\/uploads\/2020\/06\/Flow@2x-768x766.png 768w\" sizes=\"auto, (max-width: 1470px) 100vw, 1470px\" \/><figcaption><em><em>After clicking on the \u201c<\/em>I\u2019m interested<em>\u201d button next to the seats that interest him\/her, the new user is provided with explanations on the seat purchasing procedure, including information on use made of data. Everything is couched in a conversational tone and worded in plain language<\/em>.<\/em> <\/figcaption><\/figure><\/div>\n\n\n\n<p><\/p>\n<\/div>\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"mail\">Email: a user-relations medium in its own right <\/h2>\n\n\n\n<p>En vue du fonctionnement asynchrone du service et de la possibilit\u00e9 d\u2019utiliser Ticket Battle The service\u2019s asynchronous operation and the possibility of using Ticket Battle without a user account make email the medium of choice for exchanges between service and user. Emails are sent at several points along the user pathway: to confirm submission of the form, communicate results of the \u201cticket race\u201d and confirm ticket purchases.<\/p>\n\n\n\n<p>After giving thought to ways of enabling users to find information on their personal data easily, participants decided to use the emails sent after the form had been completed, to remind users of key information on processing, direct them to the privacy policy and tell them how to exercise their rights, incorporating such information into explanations on the follow-up to the purchasing pathway.<\/p>\n\n\n\n<div class=\"wp-block-columns has-2-columns block-ex-1col is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h3 class=\"wp-block-heading\">Proposed Approach<\/h3>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"375\" height=\"1711\" src=\"https:\/\/design.cnil.fr\/wp-content\/uploads\/2020\/06\/en-Confirmation-mail@2x.png\" alt=\"\" class=\"wp-image-6213\" srcset=\"https:\/\/design.cnil.fr\/wp-content\/uploads\/2020\/06\/en-Confirmation-mail@2x.png 375w, https:\/\/design.cnil.fr\/wp-content\/uploads\/2020\/06\/en-Confirmation-mail@2x-66x300.png 66w\" sizes=\"auto, (max-width: 375px) 100vw, 375px\" \/><figcaption><em><em><em>The email sent to the user following submission of her form was designed to provide her with an overview of her current situation (the time she took) and the next steps in the procedure (what happens if she loses or wins the seats she wants), while incorporating information on the way their data are processed. For example, in the event of a user not being the fastest and so losing the seats, it is stated that her data will be deleted within 24 hours, a period set in accordance with the service\u2019s specific technical context.<\/em><br><em>The last part of the email was designed to include all key information that users can access without delay in order to know what is done with their data, exercise their rights or configure their marketing preferences.<\/em><\/em><\/em><\/figcaption><\/figure><\/div>\n\n\n\n<p><\/p>\n<\/div>\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"limitations\">Limitations<\/h2>\n\n\n\n<p>Le fonctionnement asynchrone de Ticket Battle en fait un cas bien particulier dans le domaine de la vente en ligne. Dans ce contexte, et comme le d\u00e9montre la proposition des participants, il est relativement ais\u00e9 et surtout n\u00e9cessaire de penser une information relative aux donn\u00e9es personnelles distribu\u00e9e tout au long du parcours utilisateur. Dans le cas de parcours d\u2019achat plus classiques et directs, c\u2019est-\u00e0-dire sans d\u00e9lais entre le moment Ticket Battle\u2019s asynchronous operation sets it apart in the field of online sales. In this context, as the participants\u2019 proposal demonstrates, it is relatively easy \u2013 and above all necessary \u2013 to provide information on personal data all along the user experience. In more classical and direct purchasing procedures, i.e. with no break between expression of the wish to purchase and the act of purchase itself, such mechanisms need to be adapted in order to integrate the user experience. In this case, the question arises of including a \u201cmoment of calm\u201d in the shopping tunnel so that the user can take the time to read and inform themselves without feeling pressured by time.<\/p>\n\n\n\n<p>This proposal only took legal aspects to do with the GDPR into account, although other legal obligations may also apply. In the case of a service like Ticket Battle, which could well be regarded as a \u201cgame contest\u201d, obligations relating to the Consumer Code may also have to be complied with.<\/p>\n\n\n\n<\/div>\n  <\/div>\n <\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Ticket Battle is an application for the sales of tickets to cultural events such as concerts and plays. It provides great deals in the form of flash sales to users who want to attend an event at the last minute. Ticket Battle Product&#8217;s context User pathway and key steps From seat selection to form completion &hellip; <\/p>\n<p class=\"link-more\"><a href=\"https:\/\/design.cnil.fr\/en\/case-studies\/ticket-battle\/\" class=\"more-link\">Continue reading<span class=\"screen-reader-text\"> &#8220;Ticket Battle&#8221;<\/span><\/a><\/p>\n","protected":false},"author":7,"featured_media":0,"parent":6135,"menu_order":16,"comment_status":"closed","ping_status":"closed","template":"template-parts\/page-principles-subpage.php","meta":{"inline_featured_image":false,"footnotes":""},"class_list":["post-6022","page","type-page","status-publish","hentry","entry"],"_links":{"self":[{"href":"https:\/\/design.cnil.fr\/en\/wp-json\/wp\/v2\/pages\/6022","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/design.cnil.fr\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/design.cnil.fr\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/design.cnil.fr\/en\/wp-json\/wp\/v2\/users\/7"}],"replies":[{"embeddable":true,"href":"https:\/\/design.cnil.fr\/en\/wp-json\/wp\/v2\/comments?post=6022"}],"version-history":[{"count":5,"href":"https:\/\/design.cnil.fr\/en\/wp-json\/wp\/v2\/pages\/6022\/revisions"}],"predecessor-version":[{"id":6784,"href":"https:\/\/design.cnil.fr\/en\/wp-json\/wp\/v2\/pages\/6022\/revisions\/6784"}],"up":[{"embeddable":true,"href":"https:\/\/design.cnil.fr\/en\/wp-json\/wp\/v2\/pages\/6135"}],"wp:attachment":[{"href":"https:\/\/design.cnil.fr\/en\/wp-json\/wp\/v2\/media?parent=6022"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}