Eventbrite brings the world together through live, shared experiences as a global ticketing and event-management platform for attendees and creators. During my time there, I led the design efforts across Money System teams on projects that ranged from improving the payout experience, to reducing complexity with tax forms, to optimizing their pricing packages. I was able to balance my time among these high-impact projects, while working closely with multiple PMs and engineering teams.

The main goal of this project was to onboard new and existing creators onto Square to power Eventbrite’s main payment processor.

An early challenge we faced was that Square is required to verify each creator’s identity by collecting sensitive information such as DOB and SSN before the creator can get paid out for their ticket sales. We wanted to test this new flow primarily around this friction point.

I recruited a handful of participants through a survey, and set up half hour sessions through Google Hangout. I also used Usertesting.com for quicker, and more immediate feedback. I went through multiple iterations of designs, backed by user testing feedback and validation each time.

User testing confirmed how much of a role communication and messaging plays in designing a smooth, friction-less onboarding experience. In addition to in-product messaging and emails as entry points, I added tooltips to help guide and answer frequently asked questions in the context of the information being asked, as well as providing statuses during bank verification.

‍I was the sole designer on my team, responsible for meeting end-to-end design requirements including visual and interaction design, user testing, and prototyping. I worked closely with my PM, engineering team, and UX copywriter to help define and strategize its execution.

The company’s leadership wanted our team to explore a new policy change where Eventbrite retain fees when an attendee refunds a ticket, and then determine the best way to communicate and implement this change. Equally important as a financial opportunity, we wanted to improve the refund experience and provide value to customers, as any policy change may impact customer experience.

I ran a week long design sprint in Mendoza, Argentina with my team, to help hone in on the problem and find a concrete solution. We received positive feedback from user testing, especially adding a refund reasons dropdown, and giving the creator the option to decide who pays the fee.

After the design sprint, we spent dedicated time on the communication of the policy change which we determined was going to be through email and in-product messaging. The initial test launch in Canada was extremely successful. We retained almost $100 USD in just the first few days, and there were no complaints regarding the policy change through customer contacts.

‍I led the design sprint as both the facilitator and designer — I was responsible for planning the activities in the agenda and managing the time. I helped build and test the prototype and participated in the brainstorming and ideation activities throughout the week. I continued to support the team through major design decisions, helped define the MVP for the initial launch, and provided all deliverables.