Comprehensive Ticketing Dashboard
How might we create a unified and seamless user experience for TM1 enterprise ticketing application
Ticketmaster Enterprise
Desktop
Responsive Design
2018 – 2019
Design Lead, User Research, Interaction, Visual Design, Prototyping & Testing
Overview
TM1 is an enterprise ticketing software platform that includes all B2B services such as event creation, marketing, sales, entry scanning, report generation, etc. The main personas who use the TM1 Platform are artists, promoters, and box office managers who are players in the event and venue journey.
General Challenge
TM1 contained multiple apps that worked independently. The user had to jump between apps to accomplish their task, which interfered with the user journey. In addition, each app provided an event search list, and so the users had to search for events every time they used different apps. This consumed a lot of time and resulted in a broken experience.
The aim of this project was to create a dashboard for a more unified and seamless user experience. The dashboard enabled users to gather the basic dynamic information they needed to accomplish their goals before, during, and after the event.
| DISCOVER
Research Methods
The research process was constructed along with the iterative design process. I partnered with an internal research team and conducted a total of three phases of client interviews.
- Phase 1: To understand their needs and pain points regarding their current usage on TM1.
- Phase 2: To get feedback from clients regarding concept dashboard design based on Phase 1 research findings.
- Phase 3: To validate dashboard design iteration.
| DISCOVER
Common Use Case
The client wants to re-price the seats since the event is not doing so well.
1. The client searches for the event in Analytics to analyze the event sales/trends
2. The client searches for the event in Scaling to look for the revenue as of today to re-price the event.
3. The client searches for the event in Inventory to apply the changes to reflect the new pricing
| DISCOVER
Main Problems
• The client has to jump across apps without a seamless guided workflow
• The client has to remember which app to go to fetch certain information
| DISCOVER
Key Takeaways
• Create a TM1 dashboard that the user lands on, after logging in
• There could be different modules relevant to the user with CTAs to click into different tools and learn more
• Each app/ tool could have it’s own homepage/ dashboard
• Make it clear to the user what the tool does when they land on the app dashboard
• Some descriptive text, a tooltip, first time UX or a combination could help make the feature capabilities more clear
| DEFINE
Who uses TM1?
There were over 16K users of TM1 who are from various functional areas of the live event industry. Our research team provided user metrics from Salesforce, which helped us create a dashboard that would provide a useful and cohesive experience to various users. By synthesizing users’ functional data, I researched users’ needs for each role and prioritized the focus and action items with the intention of providing relevant experiences to the various users.
| DEFINE
Personas
Understanding different types of Personas and User Journeys is crucial in creating a cohesive dashboard experience since there are various Persona needs. Ticketmaster’s internal research team created Personas that can be used for a designer to use in their projects as a guideline.
The Journey of Event Creation
| DEVELOP
Information Architecture
| DEVELOP
End-to-End Client Experience
| DEVELOP
Wireframing
| DEVELOP
Design Explorations
| DELIVER
Shipped Design
After a series of iterations, our team landed the design with the minimum GraphQL data required for an MVP design. Our plan was to provide relevant report data for each event and call-to-action. However, our tech team encountered technical challenges in loading all sources of data, which impacted the loading time. Thus, the alternative solution I recommended was to provide the most critical steps and link to the relevant page.
