Livestream events & check-in case study
In 2021, Network for Good customers sought a solution for hosting virtual events for their supporters. I orchestrated various user testing methods, including surveys, card sorting, moderated usability tests, A/B testing, and discussions with industry experts. This comprehensive research enabled us to build a cornerstone feature aimed at increasing average revenue per customer. My responsibilities included user testing, competitive research, user flows, mockups, and front-end development. This resulted in $1 million revenue in the first year.
Check-in problem
One of the many features introduced with the event project was check-in for attendees and guests. We surveyed our customers and ran interviews to find out their problems and jobs to be done.
95.5% of customers indicated the need to manage check-in for their events
Check-in is manual, labor-intensive, and can be very complicated for customers
Check-in can delay entry with long lines
Most important job is collecting guest contact information
Most wanted an automated guest check-in experience wherever possible and passing the check-in task to the attendee
Most wanted to easily communicate with the shows and no-shows after the event
Current feature
When a ticket or sponsorship purchaser goes through the checkout process, they are prompted to fill in their and their guests’ information.
After launching this feature years before, we learned the purchaser doesn’t have all the information for their guests during checkout.
User test 1: Purchaser gets reminder and guest information request
We conducted moderated user interviews to learn what our customers thought of this solution. We were testing a risky assumption that the timing of the purchaser collecting their guests’ details could happen before the customer needed the information to run a successful event.
Learnings
Option to request
Customers liked giving attendees the option to enter details after they purchased and the ability for attendees to request their guests’ information through the product.
Timing is everything
Customers were worried they wouldn’t get the information from attendees and guests in time for their event and wouldn’t be able to supply what they needed in time.
Share and integrate
Customers liked the option for both attendees to get directions, add the event to the calendar, and to share to their social media following.
User test 2: Self check-in for purchaser and guests
We conducted moderated user interviews to learn what our customers and attendees thought of these solutions. We tested two flows during this test: self check-in by texting a number and scanning a QR code at the event. We were interested in preference between the solution and ease of use for the attendee and their guests.
Learnings
QR code vs Text
Most customers believed their attendees would want to use a QR code over texting, but they liked how the texting could help guests IF their phone number was provided.
Security for guests
Customers were worried about anyone coming to the event, scanning the QR code and identifying themselves as someone that actually purchased a ticket.
Internet availability & smart phones
Customers were worried that if the internet was spotty or not available, they would have to revert to their manual check-in processes. Additionally, they were worried not every guest would have a smart phone for the QR code.
Iterate, iterate, iterate!
Knowing that 95.5% of our customers indicated the need to manage check-in for their events and their most important job was collecting guest contact information, as well as all the feedback from our user tests, we determined to build a phase one for event check-in.
The phase one solution allowed the customers to use our product to do what they were doing manually with paper print-outs. It allowed for the check-in process to go quicker and was more convenient. The guest information was automatically added to their database without manual entry.
Demo used by sales:
Other features launched:
Live countdown
Live video feed
Live chat
Live donations
Sponsorships
Promo codes
Auction integration
-
"It was easy to use - nice that the donation and livestream are in the same platform for donors.
Network for Good customer
-
"It was great with selling tickets, sponsorships and with checking in guests."
Network for Good customer