From Paper Coupons to a Digital Cashless System for Pubs & Events
From Paper Coupons to a Digital Cashless System for Pubs & Events
Transforming fragmented offline workflows into a unified digital experience at Ticketsque
Transforming fragmented offline workflows into a unified digital experience at Ticketsque
Impact & Outcome
Impact & Outcome
80–90% reduction in coupon-related fraud
Settlement time reduced from 3–4 hours to a few minutes
Enabled data-driven decisions using customer behaviour and peak-time insights
Collected actionable customer data for targeted marketing campaigns
80–90% reduction in coupon-related fraud
Settlement time reduced from 3–4 hours to a few minutes
Enabled data-driven decisions using customer behaviour and peak-time insights
Collected actionable customer data for targeted marketing campaigns
Overview
Overview
TicketsQue transformed a paper-based coupon system used by pubs and event venues into a digital, cashless, and fraud-proof experience.
TicketsQue transformed a paper-based coupon system used by pubs and event venues into a digital, cashless, and fraud-proof experience.
The product replaced manual coupon distribution, redemption, and settlement with a QR-based system, supported by offline-first design, role-based access, and real-time tracking.
The product replaced manual coupon distribution, redemption, and settlement with a QR-based system, supported by offline-first design, role-based access, and real-time tracking.
Built using an Agile, ground-driven approach, the system was continuously improved through live event deployments and direct feedback from venue owners, cashiers, redeemers, and guests.
Built using an Agile, ground-driven approach, the system was continuously improved through live event deployments and direct feedback from venue owners, cashiers, redeemers, and guests.
The solution significantly reduced fraud, shortened queues, simplified settlements, and gave organisers real-time visibility into operations
The solution significantly reduced fraud, shortened queues, simplified settlements, and gave organisers real-time visibility into operations
Problem Statement
Problem Statement
Pubs and event organisers needed a foolproof way to distribute, redeem, and track coupons — without increasing operational complexity.
Pubs and event organisers needed a foolproof way to distribute, redeem, and track coupons — without increasing operational complexity.
Key problems identified during early field visits:
Key problems identified during early field visits:
Fake or reused paper coupons
Slow redemption during peak hours
No real-time visibility into redemptions
Manual settlements causing errors and conflicts
No data on customer behaviour or staff activity
Fake or reused paper coupons
Slow redemption during peak hours
No real-time visibility into redemptions
Manual settlements causing errors and conflicts
No data on customer behaviour or staff activity
Process & Approach
Process & Approach
This system was built using an Agile approach, driven by real-world usage, not assumptions.
This system was built using an Agile approach, driven by real-world usage, not assumptions.
Instead of long planning cycles:
Instead of long planning cycles:
We deployed early versions at live events
Observed staff and customer behaviour
Collected feedback from owners, cashiers, and stewards
Iterated continuously
We deployed early versions at live events
Observed staff and customer behaviour
Collected feedback from owners, cashiers, and stewards
Iterated continuously
Each event acted as a sprint review.
Each event acted as a sprint review.
Final Solution
Final Solution
To eliminate inefficiencies, misuse, and operational chaos caused by paper coupons, we designed a fully digital, cashless coupon ecosystem that works seamlessly for users, on-ground staff, and organisers—even in high-rush, low-connectivity environments.
To eliminate inefficiencies, misuse, and operational chaos caused by paper coupons, we designed a fully digital, cashless coupon ecosystem that works seamlessly for users, on-ground staff, and organisers—even in high-rush, low-connectivity environments.
The solution replaces paper coupons entirely while embedding role-based access and fraud prevention directly into the system design, making it staff-proof by default.
The solution replaces paper coupons entirely while embedding role-based access and fraud prevention directly into the system design, making it staff-proof by default.
The entire coupon lifecycle—creation, distribution, redemption, and settlement—is handled within a single application.
The entire coupon lifecycle—creation, distribution, redemption, and settlement—is handled within a single application.
For Users
For Users
Digital tickets with prepaid redeemable value
Clear visibility of remaining balance
Faster entry and shorter queues
No lost or confusing coupons
Digital tickets with prepaid redeemable value
Clear visibility of remaining balance
Faster entry and shorter queues
No lost or confusing coupons
For Staff
For Staff
Easy Coupon creation
One-tap QR scanning
Quick redeem actions
Easy Coupon creation
One-tap QR scanning
Quick redeem actions
For Organisers
For Organisers
Real-time redemption tracking
Fraud-proof coupon validation
Automated settlement reports
Insights into peak times, popular items, and staff activity
Digital distribution and control of coupons
Real-time redemption tracking
Fraud-proof coupon validation
Automated settlement reports
Insights into peak times, popular items, and staff activity
Digital distribution and control of coupons
Role-Based Access & Built-In Fraud Prevention
Role-Based Access & Built-In Fraud Prevention
A critical design decision was implementing strict role-based access, ensuring each role sees only what is absolutely necessary—nothing more.
A critical design decision was implementing strict role-based access, ensuring each role sees only what is absolutely necessary—nothing more.
This wasn’t a policy decision; it was a design decision to prevent internal misuse and financial manipulation.
This wasn’t a policy decision; it was a design decision to prevent internal misuse and financial manipulation.
Role Structure & Access Control
Role Structure & Access Control
Receptionist
Receptionist
Can create coupons
Can view only their own coupon creations
No visibility into redemption or settlements
Track total sales made by them
Can create coupons
Can view only their own coupon creations
No visibility into redemption or settlements
Track total sales made by them
Receptionist Manager
Receptionist Manager
Can view all receptionist activity
Can delete incorrectly created coupons
No access to redemption or settlement data
track Sales of all receptionists
Can view all receptionist activity
Can delete incorrectly created coupons
No access to redemption or settlement data
track Sales of all receptionists
Validator
Validator
Validate and verify tickets through a quick scan to ensure genuine entries
Track Validations
Validate and verify tickets through a quick scan to ensure genuine entries
Track Validations
Redeemer (Steward)
Redeemer (Steward)
Can only scan and redeem coupons
Can view only their own redemption history
No access to coupon creation or payment data
Can only scan and redeem coupons
Can view only their own redemption history
No access to coupon creation or payment data
Redeemer Manager (Cashier)
Redeemer Manager (Cashier)
Can view all redemption data
Handles bill settlement
Can view all redemption data
Handles bill settlement
Manager / Sub-Admin / Admin
Manager / Sub-Admin / Admin
Full access to reports and analytics
Staff and role management
Guest and operational insights for decision-making
Full access to reports and analytics
Staff and role management
Guest and operational insights for decision-making
Why This Matters
Why This Matters
By isolating data at the role level:
By isolating data at the role level:
Internal scams are structurally prevented
Accountability becomes clear and traceable
Trust between staff and management improves
Errors are caught early without blame games
Internal scams are structurally prevented
Accountability becomes clear and traceable
Trust between staff and management improves
Errors are caught early without blame games
This approach made the system staff-proof by design, not by enforcement.
This approach made the system staff-proof by design, not by enforcement.
Design System
Design System
I built a lightweight design system to maintain consistency across user, staff, and organiser apps:
I built a lightweight design system to maintain consistency across user, staff, and organiser apps:
High-contrast color system for low-light venues
Large, thumb-friendly buttons for fast actions
Clear typography and information hierarchy
Reusable components (QR states, coupon cards, alerts, summaries)
High-contrast color system for low-light venues
Large, thumb-friendly buttons for fast actions
Clear typography and information hierarchy
Reusable components (QR states, coupon cards, alerts, summaries)
This enabled faster iterations and reduced user errors during live events.
This enabled faster iterations and reduced user errors during live events.
