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 have had to instruct our patrons to turn off their dark mode when trying to show their bar codes. A number of patrons default their cell phones to dark mode and the bar codes can not be seen.
Ditto on the dark mode comment. Also. many of our patrons don't understand that Mobile Tickets are meant to be shown on their phones, not meant to be printed out (as they were used to doing when we did PDFs attached to the email). And there may be a setting that needs to be changed in their browser to print background images if they DO want to print them out (not from the email but from accessing the tickets in their account). If they print from the email (and sometimes the browser), the QR code does not print.
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.
Hi Nicole,
I would agree with everything people have said already, especially getting staff to confirm with customers where possible that they are encouraged to show their tickets on a mobile device rather than print out.
We did a blog post on this when we rolled it out - was in the form of an interview with one of our staff: https://www.birminghamhippodrome.com/103729-2/ I'm sure how much ti was read but it was useful to have to direct customers to.Also if you want to message me your email address I can send you a copy of our internal briefing document we prepared for staff. Obviously some of it is specific to us, but it might still be useful.
Thanks, Donald
Donald Graham Ticketing Systems & Data Manager Birmingham Hippodrome
Good one! Thanks, Amber.
Thank you! Good to know.
Thank you, Nathan. We're planning on a video too, and I like yours.
Thank you, Donald Graham. I would appreciate seeing your internal briefing. My email address is nicole.wetzell@miamicityballet.org.
Hi Donald Graham, would you mind sending this document to me at shurst@rutheckerdhall.net as well? I would very much appreciate it! Thank you!
Hey Donald,
I'd, too, love toe receive a copy of that document! I came to the forums to look for this very topic. wburgoyne@rockportmusic.org.
Thank you!
No problem - emailed this morning.
Hi Donald, I would greatly appreciate this document as well! The blog post was very helpful, thanks. abishop@freemanfoundation.org
No problem - just emailed.
Hi Donald. Thank you so much for offering. I'm interested. My email is ccoleman@thegilmore.org