Kapta · 15/09/2026
Visitors should have a clear assistance route, with ways to locate the booking and verify admission entitlement. The solution should distinguish a reading failure from a ticket-rule rejection so staff solve the right problem.
How can an unreadable code be distinguished from an invalid ticket?
With a reading failure, the system has not obtained a usable code. With a rejection, it has read the code but found a blocking rule, such as incorrect validity or no remaining uses. Separate messages prevent staff from trying to improve a scan when the ticket needs a different resolution.
Can staff find a booking without scanning its QR code?
Define an authorised search procedure in the system available to staff, using a reference or only the necessary details. Confirm the match and entitlement before admitting the visitor. Avoid displaying other customers' information on a screen facing the queue.
How should visitors needing another access route be assisted?
Include the accessible route in the operational design, with assistance available and equivalent validation rules. If passage is authorised manually, record the reference, reason and staff member. Agree the actual configuration with the venue team.
Which tests help reduce queues?
Try printed tickets of varying quality, low-brightness phone screens and emails in different languages. Measure staff resolution time as well as automatic scanning time. When discussing the proposal with Kapta, include error messages and the assistance route as parts of the project.
