CONCEPT:
Eventbrite Organizer is a one-stop shop for managing event sales and attendees on your mobile phone. Monitor real-time ticket sales, check-in attendees, track attendance live, and accept fast, secure payment for tickets and merchandise on-site. I added features requested by users which included a multi-user toggle and an "Analyze" section which included analytics, charts, and export options.
COMPETITIVE ANALYSIS
I did a review of other ticketing applications to see what is and isn’t effective and how they compare to Eventbrite Organizer.
INTERVIEW
Phone interview was conducted with a regular user of the app and an industry expert to gain insight on what the application needs and what the pain points are. The user has been using ticketing applications since 2011 and currently has three accounts active with Eventbrite Organizer. He is:
- CEO and Founder of Epic Productions, which specializes in concert production & promotion
- Marketing Director, talent booker and a partner of Northern Nights Music Festiva
- Formerly the Entertainment Director of Ruby Skye in San Francisco
PERSONA
I created user personas to realistically represent key audience segments. I didn't need to represent every possible audience member but rather address the major needs of the most important user groups. Meet Andrew, an entertainment director who oversees ticket sales and bases his talent and marketing decisions on the analytics collected on Eventbrite Organizer.
EMPATHY MAP
I created an empathy map to understand my users, organize my research, and to drive a human view rather than technical view of Eventbrite Organizer. Empathy maps are used to understand and communicate the problems and mindset of users in an easily digestible manner.
SITEMAP
A sitemap was created to show the relationship between the content on the site.
TASK FLOW
I identified the main flow that users will follow to complete the main task (exporting analytics in Eventbrite Organizer). A path was created to the key screens that would become part of the site design, also known as the "happy path" of analytics feature of the application.
USER FLOW
A user flow was created to represent the different paths that a user would take through the site to complete each task.
WIREFRAME SKETCHES
Created low-fidelity sketches of the different pages in the application to quickly and roughly represent how information will be laid out.
WIREFRAMES
Wireframes were created to illustrate the overall layout of the product interface.
PROTOTYPE CREATION
The testing phase is the greatest opportunity to improve products by studying how people respond and interact with ideas. I created a functional prototype with clickable buttons, simulated page transitions and animations that roughly matched my experiential concepts for usability testing.
USER TESTING
Next I took that prototype and put it in front of some people and see how well the design ideas played out.
INTRODUCTION:
Four users were tested. They were aged 32-35, both male and female. The tasks were to find the analytics for the event and view the information for the quantity of tickets sold, view the data for the dates of April 3-24 and export a chart of it to photos and toggle the account to another production company account to view the dashboard for that event. This test was done remotely via Skype. Introduction was done via video chat and then test was done using screenshare. The prototype itself was tested with a link from InVision. After each test, I asked them feedback about their experience, what their pain points were and how they would improve the interaction.
SUMMARY OF RESULTS:
- All users completed the task with no errors
- Suggestions for change:
- Multi user toggle should have account logo or something to make it more obvious
- Change option in test for “Quantity Sold” to make more sense in user test
- Add options to choose dates when exporting
- 2 of 4 users thought the multi-user toggle could use improvements
- 2 of 4 user thought the analyze feature could use slight improvements
AFFINITY MAP
I wanted to step back and see the big picture of my results so I created an affinity map. By labelling groups and sub-groups, I can visually see where the main issues are.
REVISED PROTOTYPE CREATION
I made revisions to my design work based on feedback from my evaluative research. I had to determine what were the biggest priorities to change. In this stage, I would continue to make revisions and complete usability tests until the design is a success without any usability issues.