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Sep 29, 2020

Instructions to Get Started with the Mobile Ticketing User Guide


Mobile ticketing requires consumer training. A solid Mobile Ticketing User Guide section on your website can facilitate learning and troubleshooting as fans and patrons familiarize themselves with new processes and technology.

We’ve created a template for you, so you don’t have to start from scratch. Like any template - take what you need and fill in the rest to fit your needs. We hope it helps!

Before you deploy the template, please see the recommendations below - some general, some specific - to set you up for success.

To ask a question or submit a suggestion, please contact MobilePlaybook@paciolan.com.

Thank you, and we look forward to seeing what you’ll make,
Your Paciolan Team

blog_mobile-tix-user-guide_instructions_body-mobileUser.jpgWhy Create an Online User Guide?

  • Searchable: Fans/patrons can look for the information that is most pertinent to them at any given time.  
  • Interactive (audio/visual): Some fans/patrons prefer to read; some prefer to watch/listen. An online guide gives them the choice of how to consume the information.
  • Quantifiable: Data on what is most searched, most helpful, etc. will deliver feedback on how to serve your fans/patrons better, improve the information, or design to meet their needs.


Top 5 Overall Tips to a Successful User Guide Section

  1. Design it for smartphones. Make sure it is easy to use on a small screen. 
  2. Show the actual screens. Avoid confusion by showing the visual experience of the process. The closest it is to reality, with your organization’s designs, logos, etc., the better. 
  3. Get data on your user guide. Implement web analytics (e.g., Google Analytics) to track the performance of your online user guide. Get feedback from your fans and patrons who use the guide to make it better. 
  4. Make sure it works for you! Don’t just copy and paste. This template is just that, a template. It is meant to be customized by each organization. In some parts, we’ve highlighted the information you need to customize. In others, we trust you to edit, add, or subtract language or information to reflect your organization’s policy accurately, brand, and verbiage. Make it yours. 
  5. Make everything searchable. Search Engine Optimization. Consider how search engines would crawl and index the pages and configure to make sure your fans and patrons can find the information in one search activity. 


Build Easy-to-Use Pages

Please consult with your web host provider to set up a page using our layout recommendation.  Make our template your own with your branding. Click on the image to view the full wireframe layout.



Make Sure It’s Correct and Applicable to Your Organization

In the template, you’ll notice that some text has been noted by color. 
When the text looks like [this], in red and [ ], please customize and write to suit your organization. In most cases, it’s the space for name, address, or information unique to your organization. 

When the text looks like [this], in blue and [ ], please discern whether the condition applies to your organization and hence whether to include in your guide. If yes, keep it; if not, remove it. 

Review the text and make sure the conditions apply to you before you insert the text. 

We chose the word “smartphone” in the template, but feel free to adapt and use “phone” instead to match your other marketing materials. 

Similarly, we use the phrase “mobile ticketing” to convey the process, but you can change to “digital ticketing” if that’s your chosen verbiage.


Use a Video and/or a Series of Images to Show Process and Progress

INSERT VIDEO OR IMAGE(S), in purple and all-caps letters; please consider producing and using a video asset and or images to show the steps, using your organization’s instance of eVenue or My Account. We’ve provided a generic video (featuring a fake organization video) to indicate the process. 

blog_mobile-tix-user-guide_instructions_body-transferVideo.jpgWhen using video, we highly recommend the following:

  • Provide caption on the video; this lets users watch without having to have the audio on
  • Still provide a text version of the how-to steps for folks who choose to read instead. 
  • Stay within 1-2 minutes in length. If possible, keep each video limited to one process, for example: How to Transfer a Ticket in one video and How to Receive a Ticket Transfer in another video.

Live Examples


Use the Accordion Design for the FAQs Section

The accordion lets users drill into the information they want quickly, by scanning the questions and then clicking to expand and find the answers. It also saves screen space! 


Ask, “Is this helpful?”

As a best practice, add a “Was this helpful?” widget to obtain user feedback and track the performance of each section. Examples of widgets that your CMS or web developer may have available: 


Ready to Get Started?

Visit the Pac Community to access the Guide Text to download the copy/text document as a Word Document.