Personas & Roles¶

Overview¶

This document defines the key personas and roles within the HNS Ticketing System ecosystem. Each persona represents a distinct user type with specific needs, responsibilities, and system interactions.

Customer-Facing Personas¶

1. Regular Fan (Navijač)¶

Description: Individual ticket purchaser attending Croatian national team matches.

Characteristics: - Croatian citizen with valid OIB - May be first-time or returning customer - Purchases tickets for personal use (up to 4 per transaction) - Accesses system primarily via HNS mobile app

Responsibilities: - Create account and verify identity with OIB - Purchase tickets during general sale or loyalty window - Manage their tickets (view, transfer to family, request refunds) - Attend matches and present tickets for validation

System Access: - Primary Channel: HNS Mobile App - Authentication: Email/password or magic link - Permissions: Purchase, view, and manage own tickets only

Related Documentation: - Flow: Standard Ticket Purchase - Flow: Waiting Queue

2. Loyalty Fan¶

Description: Regular fan who has earned loyalty points through match attendance history.

Characteristics: - Same as Regular Fan, plus: - Has accumulated loyalty points from past attendance - Eligible for early access purchasing window (2 days before general sale) - Higher priority in waiting queues

Responsibilities: - Same as Regular Fan - Maintain good standing (avoid blacklist violations) - Take advantage of loyalty benefits

System Access: - Same as Regular Fan - Additional Benefits: Early purchase access, priority queue position

Related Documentation: - Flow: Loyalty Early Access Purchase - Epic: Loyalty Program

3. Ticket Holder¶

Description: Customer who has purchased tickets and may need to transfer them.

Characteristics: - Existing ticket owner - May need to transfer ticket due to inability to attend - All transfers must go through customer support (no self-service transfers)

Responsibilities: - Contact customer support for ticket transfers (up to 48h before match) - Ensure transferred tickets reach valid recipients (with OIB) - Pay transfer fees when applicable

System Access: - Primary Channel: HNS Mobile App - Features: Ticket management, contact support for transfers

Related Documentation: - Flow: Customer Support Ticket Transfer

4. Physical Sales Customer¶

Description: Customer purchasing tickets at physical retail locations (Petrol stations).

Characteristics: - May not have smartphone or prefer in-person purchase - Must provide OIB for verification - Receives printed QR code ticket

Responsibilities: - Visit Petrol retail location - Provide valid OIB and payment - Present printed ticket at stadium entrance

System Access: - Channel: Petrol POS System (integrated) - No direct system access: Purchases handled by retail staff

Related Documentation: - Flow: Physical Sales (Petrol Station) - Epic: Physical Sales Channels

Organizational Personas¶

5. Quota Holder (Nositelj kvote)¶

Description: Organization or individual with allocated ticket quota (partner, sponsor, federation, ministry, media).

Characteristics: - Has pre-allocated seats for specific matches - Can view allocation and create sub-quotas - May delegate management to representatives - Can specify seat preferences (NM algorithm for premium seats) - May have payment terms (immediate, delayed invoice, or free)

Responsibilities: - Manage allocated quota via web portal - Create sub-quotas and delegate to recipients - Ensure seats are claimed or released before deadline - Handle payment (if applicable) based on quota terms

System Access: - Primary Channel: Quota Web Portal - Authentication: Username/password - Permissions: View allocation, create sub-quotas, manage delegations

6. Quota Recipient (Primatelj kvote)¶

Description: Individual who receives a quota or sub-quota allocation.

Characteristics: - Receives email with magic link to claim tickets - May not need existing account - Claims specific allocated seats - No OIB requirement (exception to standard rule)

Responsibilities: - Access magic link from email - Claim allocated tickets before deadline - Attend match with claimed tickets

System Access: - Primary Channel: HNS Mobile App (via magic link) - Authentication: Email-based magic link - Permissions: Claim assigned quota tickets only

Related Documentation: - Flow: Mobile Quota Claiming

Administrative Personas¶

7. Administrator (HNS Staff)¶

Description: Core administrative user managing the ticketing system.

Characteristics: - HNS employee with full system access - Handles various administrative functions - May specialize in specific areas (finance, operations, match management)

Responsibilities: - Create and manage matches and events - Configure stadiums and seating plans - Create and manage quotas - Monitor system performance and capacity - Generate operational reports - Handle system configuration

System Access: - Primary Channel: Admin Web Portal - Authentication: Username/password (secure credentials) - Permissions: Full administrative access (role-based)

8. Finance Officer¶

Description: Specialized administrator focused on financial reconciliation and reporting.

Characteristics: - HNS finance staff member - Manages payment reconciliation and invoicing - Handles delayed payment processing - Integrates with e-racuni.com accounting system

Responsibilities: - Generate financial reports and reconciliation - Manage delayed payment orders (partners/sponsors) - Generate and send invoices via e-racuni.com - Process refunds and credit notes - Export financial data for accounting - Monitor overdue payments

System Access: - Primary Channel: Admin Web Portal - Authentication: Username/password - Permissions: Finance module access, invoice generation, payment status management

9. Match Manager / Executive¶

Description: High-level administrator monitoring real-time match statistics and capacity.

Characteristics: - Senior HNS staff or executive - Monitors live dashboard during sales - Makes strategic decisions based on real-time data - May not perform detailed administrative tasks

Responsibilities: - Monitor real-time capacity and sales statistics - View visual stadium heat maps - Track sales performance across channels - Oversee critical match operations

System Access: - Primary Channel: Admin Web Portal (Dashboard view) - Authentication: Username/password - Permissions: Read-only dashboard access, reporting access

Related Documentation: - Flow: Admin Real-Time Statistics - Epic: Real-Time Capacity Dashboard

10. Customer Support Agent¶

Description: Support staff handling customer inquiries, transfers, and refunds.

Characteristics: - HNS or outsourced support team member - First point of contact for customer issues - Requires specialized tools and permissions - Handles time-sensitive requests

Responsibilities: - Process ticket transfer requests (non-family) - Handle refund requests (within 48h window) - Assist customers with account and ticket issues - Document support interactions for audit trail - Communicate with customers via email/phone

System Access: - Primary Channel: Admin Web Portal (Support module) - Authentication: Username/password - Permissions: View customer data, process transfers, initiate refunds (subject to approval)

Venue & Event Personas¶

11. Gate Operator (Kontrolor na ulazu)¶

Description: Stadium staff member validating tickets at venue entrances.

Characteristics: - Works at stadium gates during match day - Uses mobile device or scanner for validation - First line of security verification - May encounter various ticket scenarios

Responsibilities: - Scan and validate ticket QR codes - Verify ticket authenticity and status - Handle entry for various ticket types (standard, quota, physical) - Manage edge cases (duplicate scans, invalid tickets, blacklist) - Record entry for attendance tracking

System Access: - Primary Channel: Access Control Mobile App/Scanner - Authentication: Device credentials - Permissions: Scan tickets, view validation results

Related Documentation: - Flow: Stadium Entry Validation - Epic: Access Control & Validation

12. Petrol Sales Staff¶

Description: Retail employee at Petrol station authorized to sell tickets.

Characteristics: - Petrol station employee - Trained on ticketing POS system - Handles cash and card payments - Prints physical tickets

Responsibilities: - Assist customers with ticket purchases - Verify customer OIB - Process payments via POS - Print and provide physical tickets - Handle POS reconciliation

System Access: - Primary Channel: Petrol POS System (integrated via API) - Authentication: POS system credentials - Permissions: Create orders, process payments, print tickets

Related Documentation: - Flow: Physical Sales (Petrol Station) - Epic: Physical Sales Channels

System Personas¶

13. System (Automated)¶

Description: Automated processes and scheduled jobs within the system.

Characteristics: - Not a human actor - Executes predefined business rules - Runs on schedules or event triggers - No user interface interaction

Responsibilities: - Expire abandoned shopping carts (10-15 min timeout) - Expire unclaimed quotas (deadline-based) - Send automated notifications (reminders, confirmations) - Process match cancellations and refunds - Update loyalty points after matches - Generate scheduled reports

System Access: - Type: Internal job scheduler - Triggers: Time-based, event-based - Permissions: Execute business logic, update database

Related Documentation: - Flow: Match Cancellation - Various epics with automated workflows

Persona Summary Matrix¶

Persona	Primary Channel	Authentication	Key Actions
Regular Fan	Mobile App	Email/Password	Purchase, View, Transfer
Loyalty Fan	Mobile App	Email/Password	Early Access, Priority Queue
Ticket Holder	Mobile App	Email/Password	Transfer, Refund Request
Physical Sales Customer	Petrol POS	N/A (via staff)	Purchase
Quota Holder	Web Portal	Username/Password	Manage Quota, Delegate
Quota Recipient	Mobile App	Magic Link	Claim Tickets
Administrator	Admin Portal	Username/Password	Full System Management
Finance Officer	Admin Portal	Username/Password	Financial Operations
Match Manager/Executive	Admin Portal	Username/Password	Monitor Dashboard
Customer Support Agent	Admin Portal	Username/Password	Handle Transfers/Refunds
Gate Operator	Scanner/Mobile	Device Credentials	Validate Entry
Petrol Sales Staff	Petrol POS	POS Credentials	Process Sales
System (Automated)	Job Scheduler	N/A	Automated Tasks

User Journey Touchpoints¶

Pre-Purchase¶

Actors: Regular Fan, Loyalty Fan
Activities: Account creation, OIB verification, loyalty status check

Purchase¶

Actors: Regular Fan, Loyalty Fan, Physical Sales Customer, Quota Recipient
Activities: Ticket selection, payment, queue management, quota claiming

Post-Purchase¶

Actors: Ticket Holder, Customer Support Agent
Activities: Ticket management, transfers, refunds, digital wallet

Match Day¶

Actors: Ticket Holder, Gate Operator
Activities: Entry validation, attendance recording

Administrative¶

Actors: Administrator, Finance Officer, Match Manager
Activities: System configuration, reporting, reconciliation

Support¶

Actors: Customer Support Agent, Ticket Holder
Activities: Issue resolution, transfer/refund processing

Role Hierarchies¶

Customer Hierarchy¶

Regular Fan
  ├─ Loyalty Fan (has earned points)
  └─ Ticket Holder (has purchased tickets)

Quota Hierarchy¶

Quota Holder
  └─ Quota Recipient (receives sub-quota)

Administrative Hierarchy¶

Administrator
  ├─ Finance Officer (specialized)
  ├─ Match Manager/Executive (monitoring)
  └─ Customer Support Agent (customer-facing)

Venue Staff¶

Gate Operator (entry validation)
Petrol Sales Staff (physical sales)

Access Control Notes¶

Authentication Methods¶

Username/Password: Admin users, quota holders
Email/Password: Regular fans, ticket holders
Magic Link: Quota recipients (email-based)
Device Credentials: Gate operators
POS Credentials: Petrol sales staff

Permission Levels¶

Customer: Own data only
Support: Customer data (read/limited write)
Finance: Financial operations
Admin: Full system access
Executive: Dashboard and reporting (read-only)

Last Updated: November 2025