TICKETMASTER

How collaborating across Live Nation + Ticketmaster segments helped me expand into consultative UX design

As a versatile UX designer at LNE/TM, I was able to truly expand my leadership and skill sets across several of the small business segments at Ticketmaster. I was leading research, planning, and design, ultimately shipping high-quality UX deliverables to engineers. We had several great teams who produced solid support in content strategy, user insights, and design systems; I knew I was in great company and well-equipped to be able to create compelling digital experiences every time, in any department.

Problem Solving and Product Defining for Seamless Event Entry and Data Insights at Ticketstoday

Problem: On the day of an event, people show up with their tickets to gain entry to a show. The entry is controlled by individuals using an iPhone to check the validity of the ticket. The iPhone has all the valid ticket codes and can verify the ticket by reading the barcode with the built in camera. Speed and accuracy is important for this repetitive task.

Solution – Design an iPhone interface for the following use cases:

• Scan Mode (user can use the camera to scan a ticket)
• Success (the ticket is a valid ticket and should be allowed into the venue)
• Already scanned – Show seat location (Voided code and Invalid code displays)

My Role:

• Gather a user base – find out where, how and when with teams, delegate actions
• Present designs and get feedback from teams, frequently
• Work in a customized agile process
• Daily status reports to team members
• Schedule working sessions and collaboration meetings
• Conduct sketches, wireframes, and comps
• Prototype – test A/B variants, conduct surveys, user tests
• Deliver and meet with engineers for requirements

Impact:

This project was the catalyst for the creation of TicketWeb and Ticketmasters CheckIn product that was kicked-off about a year later through the Small Venues segment teams in San Francisco. The app enables box office staff and gate workers to validate tickets, collect user data and track sales through the day of show.

Driving Clarity with Payment Plan UI Improvements to the Ticketstoday Legacy System

Problem:

For users who were purchasing tickets on the Ticketstoday platform, there were several confusing aspects of the process. So many extra steps, configurations and options were required for the users to complete their purchase, and it was an extremely confusing and un-trustworthy process. Ticketstoday knew they needed to make some changes, and we took a look at the most fixble hurdle, which was the payment plan process.

Solution:

Our team of project manager, engineers and myself as the sole design leader were able to break down the complexities of the project and drill down on the users needs. Through simple exercises, user profiles and insights from data, we realized we could accomplish a lot through a simple overhaul of the latest features.

My Role:

Prior to me joining Ticketstoday's team, there was no design expert who could jump into the many facets of user experience design. I was able to share my thoughts on how and why we needed to conduct a sprint dedicated to wireframing and prototyping the new re-vamp of payment plans.

Impact:

Being able to elevate our brand through design and effective user flow gave users a sense of confidence, on top of that a much clearer depiction of their order. This eliminated the amount of support inquires and helped our technology do much of the work of helping our users complete their purchase with confidence. This project also gave us as a team the confidence to drive forward on heavier, complex projects now knowing we've got the team to do so.

Planning methods to allow events in the Small Venues segment to connect to Ticketmasters event inventory – allowing for cross functionality and enablement

Problem:

As a small segment, we had many events and opportunities coming through on the Ticketstoday platform that we needed to enable onto the larger Ticketmaster platform. We needed a solution to make these cross-functionalities happen and it had to be conceived with proper planning, all the way to prototyping.

Solution:

We came up with a design sprint event where we could explore different UI solutions that would allow users, who were internal company members, to easily link events from TT to TM with ease.

My Role:

As the design lead on this project, I was able to develop a series of UI solutions that we could present to the engineering team, for further review and discussion. The application developers were familiar with the legacy systems and what needed to be complete in order to tie into the TM platform with efficiency. This collaboration allowed me to gain a deeper understanding of the company and its operations as a whole.

Sprint 1

Sprint 2

Sprint 3:

Sprint 4:

Designing Ticketmaster's B2B Website

Problem:

A unique solution came across the TM network, and there was a need for me to help the team over in the TM B2B department. I was able to find out that there was absolutely no design support available to help with the latest TM B2B website. The team needed a design leader to help steward their process.

Solution:

I was able to jump in on the project with ease. I was familiar with the company brand requirements, and I understood exactly our goal here. There was a ton of collaboration between myself and the project managers, and I could quickly develop ideas and wireframes in no time.

My Role:

• Ideation, concepts and research

• UX consultation and persona documentation

• Sketches, wireframes and design iterations for approvals

Impact:

Simply put, I was able to help a team in need, with a tight timeline, and limited resources. We were able to get our work out of the door and get this thing shipped.