Enhancing HR Efficiency when Distributing Concert Tickets to 500+ Employees
An internal application that provides a transparent, independent, and automated means for employees to reserve concert tickets.
An internal application that provides a transparent, independent, and automated means for employees to reserve concert tickets.
An internal application that provides a transparent, independent, and automated means for employees to reserve concert tickets.
An internal application that provides a transparent, independent, and automated means for employees to reserve concert tickets.
Overview
Overview
Project Brief
Project Brief
Build an employee web application to allow them to easily see upcoming Toyota Music Factory (TMF) events, request and cancel tickets, and view information about the upcoming events they are assigned to. One team designs around user needs, the other admin needs.
Build an employee web application to allow them to easily see upcoming Toyota Music Factory (TMF) events, request and cancel tickets, and view information about the upcoming events they are assigned to. One team designs around user needs, the other admin needs.
Build an employee web application to allow them to easily see upcoming Toyota Music Factory (TMF) events, request and cancel tickets, and view information about the upcoming events they are assigned to. One team designs around user needs, the other admin needs.
Build an employee web application to allow them to easily see upcoming Toyota Music Factory (TMF) events, request and cancel tickets, and view information about the upcoming events they are assigned to. One team designs around user needs, the other admin needs.
Approach
Approach
Discover - personal interviews, secondary research
Ideate - affinity mapping, sketching, white boarding
Design - high fidelity wireframes, interactive prototype
Discover - personal interviews, secondary research
Ideate - affinity mapping, sketching, white boarding
Design - high fidelity wireframes, interactive prototype
Discover - personal interviews, secondary research
Ideate - affinity mapping, sketching, white boarding
Design - high fidelity wireframes, interactive prototype
Discover - personal interviews, secondary research
Ideate - affinity mapping, sketching, white boarding
Design - high fidelity wireframes, interactive prototype
My Role
My Role
UX/UI Design Intern
UX/UI Design Intern
UX/UI Design Intern
UX/UI Design Intern
Year
Year
2024
2024
2024
2024
Timeline
Timeline
1.5 Weeks - Q3
1.5 Weeks - Q3
1.5 Weeks - Q3
1.5 Weeks - Q3
Team
Team
3 UX/UI Design Interns
2 UX/UI Full-Time Mentors
3 UX/UI Design Interns
2 UX/UI Full-Time Mentors
3 UX/UI Design Interns
2 UX/UI Full-Time Mentors
3 UX/UI Design Interns
2 UX/UI Full-Time Mentors
Outcome
Outcome
This version of the concert ticket management web app was redesigned again by myself and 2 other UX designers, developed, and is now being used by 500+ employees.
The app allows employees to request concert tickets with two clicks, visualizing tickets available, waitlists, and requested ticket statuses—relieving HR of 1 hour of extra work every week.
This version of the concert ticket management web app was redesigned again by myself and 2 other UX designers, developed, and is now being used by 500+ employees.
The app allows employees to request concert tickets with two clicks, visualizing tickets available, waitlists, and requested ticket statuses—relieving HR of 1 hour of extra work every week.
This version of the concert ticket management web app was redesigned again by myself and 2 other UX designers, developed, and is now being used by 500+ employees.
The app allows employees to request concert tickets with two clicks, visualizing tickets available, waitlists, and requested ticket statuses—relieving HR of 1 hour of extra work every week.
This version of the concert ticket management app was redesigned again by myself and 2 other UX designers, developed, and is now being used by 500+ employees. The app allows employees to request concert tickets with two clicks, visualizing tickets available, waitlists, and requested ticket statuses—relieving HR of 1 hour of extra work every week.
*To comply with my non-disclosure agreement, I have redacted proprietary information in this case study.
All information in this case study is my own and does not necessarily reflect the views of the company.
*To comply with my non-disclosure agreement, I have redacted proprietary information in this case study. All information in this case study is my own and does not necessarily reflect the views of the company.
*To comply with my non-disclosure agreement, I have redacted proprietary information in this case study. All information in this case study is my own and does not necessarily reflect the views of the company.
*To comply with my non-disclosure agreement, I have redacted proprietary information in this case study. All information in this case study is my own and does not necessarily reflect the views of the company.
Problem
Problem
500+ employees reach out to 1 head of HR to obtain one of their benefits: concert tickets.
500+ employees reach out to 1 head of HR to obtain one of their benefits: concert tickets.
4 Employees have the opportunity to reserve tickets at any Toyota Music Factory event.
8 Employees have the opportunity to reserve tickets at any Toyota Music Factory event.
4 Employees have the opportunity to reserve tickets at any Toyota Music Factory event.
Employee benefits include tickets to see concerts at the Toyota Music Factory (TMF) through LiveNation (2 per employee, for 4 employees).
Employee benefits include tickets to see concerts at the Toyota Music Factory (TMF) through LiveNation (2 per employee, for 4 employees). All ticket requests are managed by one person, once a week.
Employee benefits include tickets to see concerts at the Toyota Music Factory (TMF) through LiveNation (2 per employee, for 4 employees). All ticket requests are managed by one person, once a week.
Employee benefits include tickets to see concerts at the Toyota Music Factory (TMF) through LiveNation (2 per employee, for 4 employees). All ticket requests are managed by one person, once a week.
All ticket requests are manually managed by one person—causing friction for anticipating employees.
All ticket requests are manually managed by one person with updates once a week.
All ticket requests are manually managed by one person—causing friction for anticipating employees.
Requires back-and-forth via email, Teams, and text
Manually tracked in Excel
Lacks clarity on ticket status, causing friction for employees
Requires back-and-forth via email, Teams, and text
Manually tracked in Excel
Lacks clarity on ticket status, causing friction for employees
Requires back-and-forth via email, Teams, and text
Manually tracked in Excel
Lacks clarity on ticket status, causing friction for employees
Requires back-and-forth via email, Teams, and text
Manually tracked in Excel
Lacks clarity on ticket status, causing friction for employees
We need a web app that boosts HR efficiency while providing employee transparency and independence.
We need to design a web app that increases efficiency for HR and transparency and independence for employees.
We need a web app that boosts HR efficiency while providing employee transparency and independence.
As part of the employee team, our goal was to design an application for employees to easily find and view details about upcoming TMF events and easily request and cancel tickets at any point in time.
As part of the employee team, our goal was to design an application for employees to easily find and view details about upcoming TMF events and easily request and cancel tickets at any point in time.
As part of the employee team, our goal was to design an application for employees to easily find and view details about upcoming TMF events and easily request and cancel tickets at any point in time.
As part of the employee team, our goal was to design an application for employees to easily find and view details about upcoming TMF events and easily request and cancel tickets at any point in time.
2 teams were created to focus on each user group, employees and HR.
2 teams were created to focus on each user group, employees and HR.
2 teams were created to focus on each user group, employees and HR.
I joined the employee focused team, working with 2 other interns and with 2 full time designers assisting us.
I joined the employee focused team, working with 2 other interns and with 2 full time designers assisting us.
I joined the employee focused team, working with 2 other interns and with 2 full time designers assisting us.
I joined the employee focused team, working with 2 other interns and with 2 full time designers assisting us.
3 UX/UI Interns
Employees: How will employees use the app?
Employees: How will employees use the app?
Employees need to be able to view upcoming events, request tickets, and see their place in a waitlist with details in a central location without integration with LiveNation.
Employees need to be able to view upcoming events, request tickets, and see their place in a waitlist with details in a central location without integration with LiveNation.
Employees need to be able to view upcoming events, request tickets, and see their place in a waitlist with details in a central location without integration with LiveNation.
Employees need to be able to view upcoming events, request tickets, and see their place in a waitlist with details in a central location without integration with LiveNation.
2 UX/UI Interns
Admin: How will HR use the app?
Admin: How will HR use the app?
Admin needs to be able to edit and add new events without the use of APIs/integration with LiveNation, see event request details (who has ticket, who is on a waitlist), and customize settings for automation.
Admin needs to be able to edit and add new events without the use of APIs/integration with LiveNation, see event request details (who has ticket, who is on a waitlist), and customize settings for automation.
Admin needs to be able to edit and add new events without the use of APIs/integration with LiveNation, see event request details (who has ticket, who is on a waitlist), and customize settings for automation.
Admin needs to be able to edit and add new events without the use of APIs/integration with LiveNation, see event request details (who has ticket, who is on a waitlist), and customize settings for automation.
Solution
Solution
A web app for employees to request, cancel, and track ticket status independently.
A web app for employees to request, cancel, and track ticket status independently.
We designed a dashboard that has two sections: event browsing and a status panel, simplifying ticketing to meet employee benefit specs by imitating other ticketing apps and showing real-time availability without seat selection.
We designed a dashboard that has two sections: event browsing and a status panel, simplifying ticketing to meet employee benefit specs by imitating other ticketing apps and showing real-time availability without seat selection.
We designed a dashboard that has two sections: event browsing and a status panel, simplifying ticketing to meet employee benefit specs by imitating other ticketing apps and showing real-time availability without seat selection.
The dashboard has 2 sections: Event browsing and a status panel. Browsing events imitates the experience of other ticketing apps, but simplifies the process to adhere to the specifications of the employee benefit. This makes it possible to display availability in real time and completely omit seat selection.
1/3
Independent Ticketing
Employees can request tickets without emailing, track availability, status, and next steps in real time.
2/3
Waitlisting Status
Waitlist transparency allows employees to set expectations and make plans based on their placement.
3/3
Convenient Cancels
The system requires and reminds employees to confirm their attendance—if they can't attend, cancelling takes 2 clicks.
Five status types guide employees through their ticket process and next steps to redeem benefits.
Five status types guide employees through their ticket process and next steps to redeem benefits.
Five status types guide employees through their ticket process and next steps to redeem benefits.
Five status types guide employees through their ticket process and next steps to redeem benefits.
1
1
1
1
Waitlisted
If 4 employees have already reserved tickets, others will be placed on a waitlist.
2
2
2
2
Reserved
The employee has tickets reserved for an event. Action is still needed closer to the event date.
3
3
3
3
Confirm Attendance
A week before the event, employees are reminded to confirm their attendance and secure their ticket.
4
4
4
4
Confirmed
The employee has confirmed their attendance and no action is needed. They will wait on HR and LiveNation.
5
5
5
5
Tickets in Inbox
HR takes the emails of confirmed employees and inputs them into LiveNation to send their final tickets.
Revisitation
Revisitation
Months later, I revisited the project with 2 other designers to finalize for development.
Months later, I revisited the project with 2 other designers to finalize for development.
Months later, two other designers and I revisited the project to finalize the design for development.
Months later, two other designers and I revisited the project to finalize the design for development.
We aligned with company design standards, collaborated with the PM and developers to define goals and limitations, and further simplified pages and modals for the MVP.
We aligned with company design standards, collaborated with the PM and developers to define goals and limitations, and further simplified pages and modals for the MVP.
We aligned with company design standards, collaborated with the PM and developers to define goals and limitations, and further simplified pages and modals for the MVP.
We aligned with company design standards, collaborated with the PM and developers to define goals and limitations, and further simplified pages and modals for the MVP.
Event Connect Portal
Optimized to visualize more events at once.
Tooltips added to clarify who currently hold tickets and who is on the waitlist.
Admin Request Management
Table views to allow for quick scanning and identification of urgent cases.
The admin side of the app utilizes table views to allow for quick scanning and identification of urgent cases.
Table views to allow for quick scanning and identification of urgent cases.
Table views to allow for quick scanning and identification of urgent cases.
Research
Research
We interviewed 6 employees to reveal 3 major insights when attempting to request concert tickets:
We interviewed 6 employees, revealing 3 major insights when attempting to request concert tickets:
We interviewed 6 employees, revealing 3 major pain points and insights when attempting to request concert tickets:
We interviewed 6 employees, revealing 3 major insights when attempting to request concert tickets:
Time between requesting and confirming tickets causes uncertainty in their status.
Time between requesting and confirming tickets causes uncertainty in their status.
Time between requesting and confirming tickets causes uncertainty in their status.
Time between requesting and confirming tickets causes uncertainty in their status.
Personal nature of emailing one person discourages employees from asking for frequent updates.
Personal nature of emailing one person discourages employees from asking for frequent updates.
Personal nature of emailing one person discourages employees from asking for frequent updates.
Personal nature of emailing one person discourages employees from asking for frequent updates.
Employees want to independently request tickets and monitor the status of existing requests.
Employees want to independently request tickets and monitor the status of existing requests.
Employees want to independently request tickets and monitor the status of existing requests.
Employees want to independently request tickets and monitor the status of existing requests.
Quotes from interviews:
"[I dislike] relying on an Email to get the job done. No way to visualize if a Concert has already been requested."
"I hate having to bug [HR] for it since she does so much for us already."
"[I don't know ticket] availability until after I request."
So, how might we….
1
Reduce friction and make requesting tickets easy?
Reduce friction and make requesting tickets easy?
Reduce friction and make requesting tickets easy?
Reduce friction and make requesting tickets easy?
2
Automate ticket requests to provide assurance of ticket status?
Automate ticket requests to provide assurance of ticket status?
Automate ticket requests to provide assurance of ticket status?
Automate ticket requests to provide assurance of ticket status?
3
Organize and visualize a real-time waitlist to provide timely info?
Organize and visualize a real-time waitlist to provide timely info?
Organize and visualize a real-time waitlist to provide timely info?
Organize and visualize a real-time waitlist to provide timely info?
We brainstormed, selected key features, and prioritized them for the MVP using a matrix.
We brainstormed, selected key features, and prioritized them for the MVP using a matrix.
We brainstormed, selected key features, and prioritized them for the MVP using a matrix.
We brainstormed, selected key features, and prioritized them for the MVP using a matrix.
Metrics used to determine feasibility include whether the feature is deliverable within time frame and whether the app could function without it.
Metrics used to determine feasibility include whether the feature is deliverable within time frame and whether the app could function without it.
Metrics used to determine feasibility include whether the feature is deliverable within time frame and whether the app could function without it.
Metrics used to determine feasibility include whether the feature is deliverable within time frame and whether the app could function without it.
MUST
Important and essential
Important and essential
Important and essential
Waitlist information
Step-by-step status updates
Event information in centralized place
Waitlist information
Step-by-step status updates
Event information in centralized place
Waitlist information
Step-by-step status updates
Event information in centralized place
Waitlist information
Step-by-step status updates
Event information in centralized place
SHOULD
Important, but nonessential
Important, but nonessential
Important, but nonessential
Indicating a desire for extra tickets
Information on friends that are going
Indicating a desire for extra tickets
Information on friends that are going
Indicating a desire for extra tickets
Information on friends that are going
Indicating a desire for extra tickets
Information on friends that are going
COULD
Important but non-urgent
Important but non-urgent
Important but non-urgent
Dealing with extra tickets
Hand-offs/trades done by employees
Dealing with extra tickets
Hand-offs/trades done by employees
Dealing with extra tickets
Hand-offs/trades done by employees
Dealing with extra tickets
Hand-offs/trades done by employees
WOULD NOT
Doesn’t add value
Doesn’t add value
Doesn’t add value
Creating an area to express interest of events before events are available
Creating an area to express interest of events before events are available
Creating an area to express interest of events before events are available
Creating an area to express interest of events before events are available
We then outlined user flows to satisfy all MVP requirements and determined the essential screens.
We then outlined user flows to satisfy all MVP requirements and determined the essential screens.
We then outlined user flows to satisfy all MVP requirements and determined the essential screens.
We then outlined user flows to satisfy all MVP requirements and determined the essential screens.
Ideation and Development
Ideation and Development
We created lo-fi designs alongside the admin-focus team, ensuring clear connections between screens.
We created lo-fi designs alongside the admin-focus team, ensuring clear connections between screens.
We created lo-fi designs alongside the admin-focus team, ensuring clear connections between screens.
We created lo-fi designs alongside the admin-focus team, ensuring clear connections between screens.
The employee-focused and admin-focused teams white boarded together, clarifying where the employee and admin actions would affect each other.
The employee-focused and admin-focused teams white boarded together, clarifying where the employee and admin actions would affect each other.
The employee-focused and admin-focused teams white boarded together, clarifying where the employee and admin actions would affect each other.
Coordination between the employee side and HR's side of the app.
Me working on another iteration of employee screens.
My final sketches based on our whiteboarding session.
Reflection
Reflection
Within the strict timeline, we learned:
Focus on user frustrations.
During ideation, it's easy to lose focus. Revisiting our research and user needs kept our design thoughtful, focused, and effective.
Employee benefits include tickets to see concerts at the Toyota Music Factory. All ticket requests are managed by one person in HR.
During ideation, it's easy to lose focus. Revisiting our research and user needs kept our design thoughtful, focused, and effective.
Backtrack to recover ideas and revise.
Pausing to reflect helped us catch missed ideas and improve our design, leading to a more future-focused prototype.
Employee benefits include tickets to see concerts at the Toyota Music Factory. All ticket requests are managed by one person in HR.
Pausing to reflect helped us catch missed ideas and improve our design, leading to a more future-focused prototype.
Be open to quick iteration and change.
Syncing with each other and the admin team helped us align and continually refine our design.
Syncing with each other and the admin team helped us align and continually refine our design.
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