Tickets and admission. Easy for everyone.

When the Anne Frank Foundation asked for a solution to the long queues at the box office and the not fully functioning used. ticketing service, a series of workshops for concept creation and (rapid) prototyping emerged.

It soon became clear that the Anne Frank House was looking for a flexible and well-functioning reservation system for both individual visitors and (educational) groups. A system that must be future proof and make the right functionalities available via APIs to enable ticketing services to be offered through various applications.

Workshop 1

Scope determination

  • Wishes and requirements
  • What target groups or personas should the website focus on and what are the key characteristics of these groups or personas?
  • What are the Anne Frank House’s goals and ambitions regarding online ticket sales?
  • The customer journey of the future
  • Design assignment prototype

Workshop 2


  • Customer journey
  • Turning user story into functionality / use cases
  • Basis of the prototype
  • Offer / Interaction / Funnel(s) / Conversion

Optimizing customer interaction

  • Putting the customer first
  • Combining brand, experience and interaction in design


Focus on the user

  • Being recognized as quickly as possible
  • Ticket selection clear at a glance
  • Enter as little information as possible
  • Get a ticket quickly
  • No more queues, direct access
  • Well-informed entrance
  • Opportunity for feedback for all
  • Sharing experiences

Instead of choosing one of the many existing ticketing platforms with all its dependencies and then investing heavily in it, rapid prototyping was used to work toward a “proof of concept.” Thus, each user flow could be analyzed without technical barriers. In this way, the user more or less determined what should be made possible during further design and development sprints.

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