Powering Pukkelpop
Developing a secure, high-speed ecosystem to manage staff, volunteers, and guests across critical access zones.
Role
UX/UI Designer
Company
Pukkelpop
Platforms
Web ecosystem
Year
2023 - 2024
Pukkelpop is one of Europe's largest music festivals, hosting hundreds of artists and requiring a massive operation involving thousands of staff, artists, press, and volunteers. Managing access for this operational team is a massive logistical and security challenge. Our team at In2event BV was tasked with designing and implementing a robust digital platform to replace fragmented, manual systems.
The Core Challenge
The system needed to efficiently and securely manage high-volume identity verification, dynamic scheduling, and operational efficiency across two distinct user groups (Organizers & Staff). The ecosystem needed to flawlessly handle:
Multi-Tiered Security & Issuance: Managing 15.000+ credentials, requiring secure, rapid on-site validation and wristband printing, while protecting sensitive personal data from view.
Operational Efficiency & Time Tracking: Digitally managing all internal and volunteer staff logistics, including shift scheduling, accurate clocking in/out via on-site kiosks, and managing crew meal orders.
Data Integrity & Volunteer Management: Creating a seamless external registration experience for volunteers, capturing preferences (team, availability), and enabling internal organizers to accurately assign roles and accreditation.
First sketches for the staff scheduling information architecture & flow.
Process & Solutions: Design Strategy
The design process was centered on creating an in-sync experience across three distinct platforms, all feeding data to each other.
A. Information Architecture & Flow
The solution was integrated in a digital ecosystem: the Staff Portal (for registering and shift scheduling), the Check-In Platform (for ticket scanning and wristband printing), and the Self-Service Kiosk (for staff logistics).
Key Design Decisions:
Centralized Database: All staff, VIPs, press, artists, and guests would be managed inside a single secure platform. Each individual getting a personal profile, assigned role, and accreditation based on their role.
Split UX for Security/Privacy: The Check-In Platform was designed with high-security options, showing only necessary attendee information, locked-off with a security code, and ensuring the external staff team never viewed sensitive or personal details.
Adaptive Portals: The Staff Portal was split into an internal environment (scheduling/management) and an external environment (volunteer registration). Ensuring a streamlined experience across each user group.
Data from the Staff Portal is displayed in a user profile in the internal staff management environment.
B. Multi-Platform Solutions
The multi-platform approach ensured specific problems were solved with purpose-built interfaces.
Challenge 1: Check-In Security & Speed
Solution: Secure and fast validation and physical issuance.
Implementation: Check-In Platform - Scanning tickets and printing wristbands instantly with accreditation codes; all personal details were hidden for external volunteers handling the system.
Challenge 2: Staff Management
Solution: Centralized volunteer management, scheduling, and delegation.
Implementation: Staff Portal (Internal) - Intuitive drag-and-drop interface for assigning volunteers to shifts, and issuing necessary accreditation (roles, teams, zones).
Challenge 3: Registration & Preferences
Solution: Simple registration form for high-volume volunteer sign-up.
Implementation: Staff Portal (External) - A clean, multi-step form guiding volunteers through registration, capturing team preferences and availability using clear calendar/checkbox selectors.
Challenge 4: Crew Logistics & Time Tracking
Solution: Efficient clock in/out and easy meal ordering for staff.
Implementation: Large Self-Service Kiosk interface placed at eye-sight, allowing quick clock in/out for crew by scanning wristbands and placing meal preferences with a simple tap-to-select form.
Check-In Platform showing only basic attendee information and check-in status.
Check-In Platform with real-time insights on check-in status.
Staff scheduling with easy drag-and-drop interface and pre-set shifts.
Staff Portal where volunteers can sign up for events.
Self-Service Kiosk for staff to clock in/out and order meals.
Results & Outcomes
The operational ecosystem successfully managed all accreditation and internal logistics, delivering on its security promise and proving a tremendous gain in efficiency. The Kiosk solution streamlined staff operations and reduced food waste - an important sustainability outcome.
15.000 + | 221.000 + | 18.000 + | 16.500 + |
|---|---|---|---|
Attendees managed through the operational ecosystem. | Scans processed using PDA's, scanners, and kiosk screens. | Wristbands printed and distributed throughout the weekend. | E-mails sent through the platform to volunteers and staff. |
Key Learning: The platform transformed accreditation, scheduling, and catering into a secure, instantaneous process, proving that solid UX is the backbone of high-stakes event operations.