Digitalising Pusat Sains Negara Ticketing System

To support the Ministry of Science, Technology, and Innovation’s (MOSTI) initiative in Malaysia’s digitalization efforts, we have undertaken the challenge of digitizing the ticketing system for Pusat Sains Negara. Despite being a national attraction, the current method of ticket purchase relies on traditional counter transactions. The introduction of eTicket enables the public to conveniently purchase Pusat Sains Negara tickets online. My teammate and I (total: 2 designers) were assigned to work on the UI/UX part.

Role

UI/UX Designer

Team

• Athirah 👋🏻 (UI/UX Designer)

• Aina Syazana (Junior UI/UX Designer)

Payments for ticket purchases at Pusat Sains Negara continue to be made offline.

Upon entering the facility, the public is required to queue at the counter to buy entrance tickets. The crowd predominantly consists of students and families with children, often in large and small groups. The current payment process involves manual processing, allowing payments through cash or cards via POS terminals at the counter. However, there are limited payment options available for purchasing tickets, contributing to inefficiencies and inconvenience.

We conducted user interviews with on-site representatives to gain insights into the problems and issues. Additionally, we visited the ticket purchasing counter to observe and understand the overall process. The primary user groups identified during the research are educational institutions (primary schools) and families with children, specifically those visiting for educational purposes

Goal: Purchase Pusat Sains Negara entrance ticket

Problem identified

• There is a long queue to purchase tickets because visitors have to buy them offline directly at the ticket counter.

• There are limited payment options available.

• The reconciliation process is complex, requiring staff to engage in manual reconciliation and manual record-keeping.

Comparative & Competitive Analysis

During our research, we explored the designs and features offered by various competitors in the market to gain insights into what users are familiar with.

User Persona

We conducted interviews with representatives from Pusat Sains Negara, including the IT admin, Ticket Counter staff, and the MOSTI engineering team, to gain insights into our users’ needs and pain points.

In conclusion, the implementation of eTicket proves to be an excellent solution for digitizing the ticketing system at Pusat Sains Negara, benefiting the public as well. This enhancement streamlines the ticket purchasing process at the counter. While the project aimed for quick success with our client, the invaluable lessons learned during user research and prototyping significantly contributed to my professional growth.