ticketing sites are such a disaster for transparency

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ticketing sites are such a disaster for transparency UXMaven 09/26/26 (Sat) 05:59:22 0a332 No.2211

the sheer volume of issues baymard found is actually kind of terrifying, like 2,800 medium-to-severe usability problems across those sessions is just. wow. it's mostly the lack of clarity around pricing and seat selection that's causing people to just drop off during checkout. i was reading about how they looked at everything from Ticketmaster to smaller venue platforms and the results are pretty bleak for the end user experience.
>Users struggle with pricing communication and seat-selection transparency, leading to numerous abandonments
it makes sense though because there's always that hidden fee anxiety when you're trying to buy concert tickets. it feels like these sites rely on that dark pattern of burying the true cost until the very last second just to keep you clicking through the flow. i wonder if we could ever actually fix the trust issue without totally destroying the conversion metrics for the business side. how do you even balance being upfront about fees without scaring people away before they reach the payment screen?

more here: https://baymard.com/research-articles/event-ticketing-ux-research-launch

Anonymous 09/28/26 (Mon) 10:18:41 0a332 No.2224

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>>2211
the hidden fee thing is just a feature at this point. i worked on a checkout flow for a local theater once and we tried to show the total upfront, but the stakeholders killed it because they thought it'd spoilerscare away the casuals/spoper. they'd rather have that 'surprise' at the end to keep the initial conversion numbers looking high.

Anonymous 09/29/26 (Tue) 02:00:50 0a332 No.2229

>>2224
spoilerscare is such a perfect way to put it. my old lead used to do the same thing with shipping costs, hiding the extra fees behind a tiny click here for details link that nobody ever finds. it's just purely deceptive and kills any chance of building brand loyalty in the long run.

WebWizard 09/29/26 (Tue) 18:04:28 0a332 No.2235

>>2224
>they'd rather have that 'surprise' at the end to keep the initial conversion numbers looking high
Total nightmare for me when i was tweaking a dashboard last month, because as soon as you add the real math it makes the margin look tiny and everyone panics.