Hello - We are preparing to soft launch mobile ticketing. I'm creating education and training materials for our staff and patrons. Materials will include FAQs pages, a how to access mobile tickets video for patrons, and step-by-step instructions.
I'm curious to hear about any FAQs from patrons or unexpected pain points from patrons that may be helpful to be aware of. If anyone has current education or training materials, I'd would be grateful if you'd share as some inspiration.
Thanks,
Nicole
We don't experience too many issues with patrons having their phone on dark mode, so it's something we manage and educate patrons about night-of if they are having issues. The biggest learning curve for our patrons when we switched to Mobile Tickets post-lockdown is how to login to their account on our website. Prior to using Mobile Tickets, patrons had no reason to login unless they were a subscriber eligible for ticket discounts.
I will say all of our confirmation emails/subscriber letters include a link to the Upcoming Events section of the patron account as well as helpful instructions on logging in. Most of our educational materials/FAQ can be found in one spot on this page: https://www.nashvillesymphony.org/welcome-guide/my-online-account-resources/
We even recorded a YouTube video with visual instructions which has been very helpful to point patrons to! Printing the QR code is encouraged also, since many of our older patrons prefer the physical copies.
Thank you, Nathan. We're planning on a video too, and I like yours.