Movie Ticketing Usability Research
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PavleenMeghaKushnabhPlashKaranGopalTrilokDilnekTrilokAnshulHimanshuPrateekShivyRishabhAyushPrernaVirenderJyotiGurpreet InderpreetUmashankerSrinjiniArunimaDipeshSandeepRashiDipenderPradyumnMonaJaspal
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Demographics
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GenderFemaleFemaleMaleMaleMaleMaleMaleMaleMaleMaleMaleMaleMaleMaleMaleFemaleMaleFemaleMaleMaleMaleFemaleFemaleMaleMaleFemaleMaleMaleFemaleMale
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Age263426252444272527262327252123302327223236292525272435272622
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InterestsMedia, Entertainment, Music, Shopping, Value Shopping, Food & Dining, Fashion, EducationMedia, Entertainment, Music, FashionMedia, Entertainment, Music, Food & Dining, Education, SportsMedia, Entertainment, Music, Food & Dining, Fashion, EducationMedia, Entertainment, Music, Food & DiningMedia, Entertainment, Music, Food & Dining, Technology/Technophiles, EducationMedia, Entertainment, Music, Shopping, Value Shopping, Food & Dining, Technology/Technophiles, Fashion, Education, Sports, BooksMedia, Entertainment, Music, Food & Dining, Technology/Technophiles, Sports, ACTIONFood & Dining, Fashion, Education, SportsMedia, Entertainment, Music, Shopping, Value Shopping, Fashion, Education, SportsMedia, Entertainment, Music, Food & Dining, FashionMedia, Entertainment, Music, Shopping, Value Shopping, Food & Dining, Technology/Technophiles, Education, SportsMedia, Entertainment, Music, Food & Dining, Technology/Technophiles, Education, SportsMedia, Entertainment, Music, Technology/Technophiles, EducationFood & DiningMedia, Entertainment, Music, Shopping, Value Shopping, Food & Dining, FashionMedia, Entertainment, Music, Food & Dining, Technology/Technophiles, Education, Business Media, Entertainment, Music, Food & Dining, EducationMedia, Entertainment, Music, Shopping, Value Shopping, Food & Dining, Technology/Technophiles, Fashion, Education, SportsMedia, Entertainment, Music, Food & Dining, Technology/TechnophilesTechnology/Technophiles, Education, SportsMedia, Entertainment, Music, Shopping, Value Shopping, FashionMedia, Entertainment, Music, Shopping, Value Shopping, Food & Dining, Fashion, Education, SportsMedia, Entertainment, Music, Technology/Technophiles, EducationMedia, Entertainment, Music, Technology/Technophiles, Education, SportsMedia, Entertainment, Music, Shopping, Value Shopping, Food & Dining, Fashion, EducationMedia, Entertainment, Music, Food & Dining, SportsMedia, Entertainment, Music, Technology/Technophiles, EducationMedia, Entertainment, Music, Shopping, Value Shopping, Food & Dining, Technology/Technophiles, Fashion, EducationMedia, Entertainment, Music, Food & Dining
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Evaluative General Qs
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How often do you watch movies/plays?More than twice a monthOnce a monthOnce a weekOnce a monthOnce a monthOnce in 2 monthsOnce a monthOnce every 4 monthsOnce in 2 monthsMore than twice per weekOnly AvengersMore than twice a monthOnce a weekOnce a weekOnce in 2 monthsOnce in 6 monthsMore than twice a monthOnce a monthOnce a monthOnce a yearOnce in 2 monthsMore than twice a monthOnce a monthOnce a monthOnce in 2 monthsMore than twice a monthMore than twice per weekOnce a monthOnce a monthOnce a month
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How often do you make online payments? (in general)More than 5 times per weekOnce a weekMore than 5 times per weekEverydayEverydayEverydayEverydayNeverOnce a weekEverydayMore than 5 times per weekMore than 5 times per weekEverydayEverydayMore than 5 times per weekEverydayNeverOnce a weekOnce a weekOnce a monthOnce a weekMore than 5 times per weekEverydayOnce a weekEverydayNeverEverydayEverydayEverydayMore than 5 times per week
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How do you choose to pay for the movie/play tickets?Online - Credit/Debit Card (like VISA, MasterCard, etc)Online - Credit/Debit Card (like VISA, MasterCard, etc)Online - Credit/Debit Card (like VISA, MasterCard, etc)Online - e-wallets (like Paytm, PayU, etc)Online - Credit/Debit Card (like VISA, MasterCard, etc)Online - e-wallets (like Paytm, PayU, etc)Online - Credit/Debit Card (like VISA, MasterCard, etc)Cash at the VenueOnline - Credit/Debit Card (like VISA, MasterCard, etc)Online - Credit/Debit Card (like VISA, MasterCard, etc)Online - e-wallets (like Paytm, PayU, etc)Online - Credit/Debit Card (like VISA, MasterCard, etc)Online - Credit/Debit Card (like VISA, MasterCard, etc)All of the above options. It really depends on circumstances but if I am getting a free coupon than I'll be more biased towards it.CouponsOnline - Credit/Debit Card (like VISA, MasterCard, etc)Cash at the VenueOnline - e-wallets (like Paytm, PayU, etc)Online - Credit/Debit Card (like VISA, MasterCard, etc)Cash at the VenueOnline - Credit/Debit Card (like VISA, MasterCard, etc)Online - e-wallets (like Paytm, PayU, etc)Online - Credit/Debit Card (like VISA, MasterCard, etc)Online - Credit/Debit Card (like VISA, MasterCard, etc)Online - e-wallets (like Paytm, PayU, etc)Cash at the VenueOnline - Credit/Debit Card (like VISA, MasterCard, etc)Online - Credit/Debit Card (like VISA, MasterCard, etc)Online - Credit/Debit Card (like VISA, MasterCard, etc)Cash at the Venue
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What are the things you look for before paying online? A secure gateway of paymentTrusted website and payment gateway, confirmation of payment from bank and websiteSecuru sign and amountURL of the page i am making the payment and the tax levied on online paymentI usually pay online on select platforms that have good credibility ... The likes of Ola, amazon, swiggy etc ... Anything outside of these big shot platforms and I tend to skip. Secondly customer service and it's effectiveness ... Just in case of incorrect payment or order cancellation I can easily request for a refund. Https is the first thing that i look. Many popups and ads in site make me skeptical. Last but not least, slow performance of site make me think about using it for payment or not. Its user interface and content quality.I don't pay onlineSecuritysecurity, known interfacePriceSecurity protocolsecure websiteWhether the website is secured or not and by security I mean I check whether the website is of http format or https format. I don't pay on any websites which are not https.Card offers Popular appsNever paid Trustworthiness of websiteCredibility The domain used by website. It should be secure.Https, trusted brand website like BookMyShow, need Offers, Coupons The right and appropriate words. HTTPS, ReputationhttpsNo experience regarding online payment.The present credibility amongst my acquaintances.
Market Positioning.
Secure connection, service reputation, discountsFirst that it’s an httpsSecure connection, design
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Describe the last time when an online purchase that you were doing couldn’t be completed for some reason.ImpatientDon’t remember Atm viruslast it was not completed was simply because of unavailability of internetI was ordering on the Dunzo App via Google pay and the server was down. It was frustrating but a retry later the payment was through Yesterday, I used vodafone app to recharge my daughter's mobile via paytm but payment could not happen because of unknown reason. This was the first time i used vodafone app. So, it broke my trust and i recharged via paytm app. It was due to break in internet connection or due to slow speed of internet.3 days agoI don't rememberserver can't be reachedTechnological errorNovember 2018, recharging airtel dish tv, money debited but recharge not done. Had to fight a long battle against SBI upto RBI Ombudsman level before getting the money credited back to my account in March 2019I was purchasing a course using PayUbizLast night. Amazon. Some issue with net banking.It never happened Never happenedNever paid. On flip kart due to connectivity Time lagOn Flipkart, transaction failed due to poor internet connection. I felt irritated.It was timed-out during processingTechnical issues at payment gateway Yesterday, i made an order for some item on online shopping app. It could not be completed due to some technical issues. Bank server was down.Connectivity issueVery sad to say that day never came.Mostly happens when using incorrect card authentication.
Delays are not always good.
Amazon, payment failed due to bad credentialsI don’t remember anyirctc, failed and my money was deducted
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BookMyShow Qs
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Have you used BookMyShow to book tickets for any of the following:Movies, Plays, SportsMovies, EventsMovies, Events, Plays, SportsMoviesMoviesMoviesMovies, PlaysI have not used BookMyShowMoviesMoviesMoviesMoviesMoviesMoviesMovies, Events, SportsMoviesI have not used BookMyShowMoviesMovies, Sports, ActivitiesI have not used BookMyShowMovies, SportsMovies, Events, PlaysMovies, Events, PlaysMovies, Events, PlaysMovies, SportsI have not used BookMyShowMoviesMovies, PlaysMovies, Events, PlaysMovies
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If you have used BookMyShow, tell us what do you use it for?Just to browse showtimes and prices, Booking tickets for myselfJust to browse showtimes and prices, Booking tickets for myself, Ordering food in the EventJust to browse showtimes and prices, Booking tickets for myself, Booking tickets for groups of friends, Reading reviewsBooking tickets for groups of friendsJust to browse showtimes and prices, Booking tickets for myselfBooking tickets for myself, Booking tickets for groups of friends, Reading reviewsJust to browse showtimes and prices, Booking tickets for myself, Booking tickets for groups of friends, Watch trailerJust to browse showtimes and pricesBooking tickets for myselfJust to browse showtimes and prices, Booking tickets for myself, Booking tickets for groups of friendsJust to browse showtimes and pricesJust to browse showtimes and prices, Booking tickets for myself, Booking tickets for groups of friendsBooking tickets for myself, Booking tickets for groups of friendsJust to browse showtimes and prices, Booking tickets for myselfBooking tickets for groups of friendsJust to browse showtimes and prices, Booking tickets for myself, Booking tickets for groups of friendsJust to browse showtimes and prices, Reading reviewsBooking tickets for groups of friendsJust to browse showtimes and prices, Booking tickets for myself, Booking tickets for groups of friendsJust to browse showtimes and pricesJust to browse showtimes and prices, Booking tickets for myself, Reading reviewsBooking tickets for myself, Reading reviewsJust to browse showtimes and prices, Booking tickets for myselfBooking tickets for myself, Booking tickets for groups of friendsJust to browse showtimes and prices, Booking tickets for myself, Booking tickets for groups of friends, Reading reviews, Reading buzz about what is trendingJust to browse showtimes and pricesBooking tickets for myselfBooking tickets for groups of friendsJust to browse showtimes and prices, Booking tickets for myself, JukeboxJust to browse showtimes and prices
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If you have used BookMyShow, tell us on which medium you have used itMobile AppDesktop websiteBothDesktop websiteMobile AppBothMobile AppBothMobile AppBothMobile AppMobile AppBothMobile AppMobile AppBothDesktop websiteDesktop websiteMobile AppMobile AppBothBothBothMobile AppBothMobile AppMobile AppMobile AppMobile AppMobile App
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Have you seen any ads on BookMyShow?Not sure / Don't rememberNot sure / Don't rememberNot sure / Don't rememberYesNot sure / Don't rememberNot sure / Don't rememberNoNot sure / Don't rememberNot sure / Don't rememberNot sure / Don't rememberYesYesNot sure / Don't rememberNot sure / Don't rememberNot sure / Don't rememberYesNot sure / Don't rememberNot sure / Don't rememberNot sure / Don't rememberNot sure / Don't rememberNot sure / Don't rememberNot sure / Don't rememberYesNot sure / Don't rememberNot sure / Don't rememberNoNot sure / Don't rememberNot sure / Don't rememberYesYes
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Do you have a user account on the platform?YesYesYesYesYesYesYesNot sure / Don't rememberNoYesYesYesYesYesYesNoNoNot sure / Don't rememberYesNoYesYesYesNot sure / Don't rememberYesNoNot sure / Don't rememberYesYes
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Have you ever used the feature to share the booked movie ticket details with your accompanying group?Yes, I share booked ticket info with my groupI've never used this featureI've never used this featureI've never used this featureNot sure / Don't rememberI've never used this featureI've never used this featureI've never used this featureI've never used this featureI've never used this featureI've never used this featureI've never used this featureI've never used this featureI've never used this featureNot sure / Don't rememberI've never used this featureYes, I share booked ticket info with my groupYes, I share booked ticket info with my groupI've never used this featureI've never used this featureYes, I share booked ticket info with my groupYes, I share booked ticket info with my groupI've never used this featureYes, I share booked ticket info with my groupI've never used this featureYes, I share booked ticket info with my groupYes, I share booked ticket info with my groupYes, I share booked ticket info with my groupI've never used this feature
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On a scale of 1-5, how familiar would you say you are with navigating around BookMyShow?444444514433442454324554415453
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If you answered 3 or less in the above question, describe why are you not familiar with navigating around BookMyShowI don't use itThere are so many other options i have like paytm, diners club from where I book ticketsBecause I don't use it.None We I always pay through cash just used the app for concert or fest ticket prices and location etc.NAFlow is logical, but not easy to memorise
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Describe what do you do right after booking a ticketAchievement Unlocked, elated happy, send tickts to friends via SMS or whatsapp, Download the ticket with qr codeI wait. Duh! Look for ticket that i have to use while entering. Relax I don't book tickets Wait for the showI go to watch a movie and use the app to show the e - ticket at the theatre.Forward the message received Relax.Job done!Watch the movie Have gala time enjoying watching movies or plays. Check my ticketI buy a movie ticket with cash and then I go to mc Donald or Kfc for food.Share the bookingNothing.
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Describe what do you do when you reach the cinema/theater where the movie/event is taking placeScanning the QR code of BMS ticketShow ticket to entry guard show the booking on BMS on the counterI use it of movies so the person on the entry scans the barcode and that's it. Show ticket from my mobile to get entry I feel good and show my tickets at counter.PopcornRoam aroundI would watch the movie. Obviously.🤑Check out peopleFollow sign boards for entry. Check emergency exit of hall.Just relax as booking already doneBuy popcornBuy tickets Find my seatI show the ticket ko the bhaiya standing I black then a lady checks us out that we don't have any guns or something then we use the I lift to go to hall number 3 or 4 I prefer stairs coz they have crazy stairs then we reach there again another uncle in black shows us our seat I always use the corner seat and sometimes we reach on time sometimes we miss the add my family loves to see add they scold me for being late as I'm always late everywhere and I love it coz it's my thang.Present the ticket at entry.
Physical Frisking.
Seated on our respective seats
Open app/link to show e ticketShow them the message or BMS ticket
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Describe what did you do the last time when you needed access to the booking information for the eventGive up booking the ticketWent to site and downloaded ticket googled itI search on bms appAsked the person that bookedUsed BMSDon't rememberGoogle it.Google itChecked my email24 March sunburn festival searched for book my show.
1) they don't update the location and all jaldi so everyone has to wait just before a week or two they updated everything. I think it's the event management company fault who is managing it.
2) the only thing I like about the app is they are having good options like you can read the faqs, location, photos, rules and all so each and every doubt of a person is cleared out. Still I won't trust them with money coz love is blind just like the online transaction is blind and I don't trust blind thing coz they are blind.
Open app - check timingscall venue
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Describe the experience of BookMyShow using 3 adjectivesPopular Smooth TrustedComprehensive, mildly inconvenient, secure Easy, accessible, quickerinteractive easy quickConveienent. Simple. Fine. Easy ticket booking process no que and above all i have option to choose my seat location. Fun easy fast Never used itrelaible,secure,fastThe website is really smooth. I love it. It has the right information. But sometimes i feel like the booking charges are really high Informative, convenient, easyPassEasy, convenience, time savingApt, Useful and informativeCompetent, Ease of use, AccessGood, marvelous and beautifulUser Friendly, Robust, bug freeEasy timesaver plan-changerComfortable easy navigableFast, covenient, easy.
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Overall, how satisfied are you with the BookMyShow platform?43443551443343455443454454444
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