Our client is an Event Ticketing Platform that manages large-scale events. At these events, smooth entry can make or break the attendee experience. The client faced consistent delays at venue gates because attendees had to search through their emails to find tickets before scanning.
At large-scale events, first impressions matter. Before working with us, the client's ticket access process created friction at entry points:
We began by analyzing actual user behavior:
Using Google Analytics, we discovered that the majority of our client's audience used iPhones. This meant Apple Wallet would give us maximum impact with the least friction.
Apple Wallet provides instant access to tickets directly from the lock screen, perfect for fast-moving event entry. No app needed, no email searching - just one tap.
Google Wallet was also evaluated, but we found that Google Chrome and Gmail already detect .pkpass files natively. This meant Android users could also open the same passes seamlessly - without requiring separate Google Wallet integration.
Result: Saved significant development costs and engineering time by avoiding redundant Google Wallet development
PassKit integration containing event name, venue, date, and attendee details for quick verification
Scannable QR codes for fast gate scanning—no typing or manual entry required
Custom branding elements maintaining the client's professional event image
Cross-platform compatibility: iPhone users get Apple Wallet, Android users can open the same passes through Gmail/Chrome
Process Overview:
Customer completes ticket purchase on platform
.pkpass file automatically created with event details
Email contains 'Add to Apple Wallet' button for instant save
Attendee presents pass from lock screen for instant entry
50%+ faster entry
By leveraging platform-native technology and conducting thorough audience research, we eliminated the email search friction that caused gate delays. Smart technology choices combined with research-driven insights dramatically improved the attendee experience while saving development costs.
Understanding your audience's platform preferences and leveraging native technologies can dramatically improve user experience while reducing development complexity and costs.
