Expanding Ticket Options

User Problem:
High ticket refund rates stemmed from two issues: users were unaware of date and time options, and could not edit these selections during checkout.

Key Challenge:
As a newly hired UX researcher, I had one month to onboard, build stakeholder relationships, and execute an end-to-end study. Additionally, Eventbrite's platform constraints meant expanding options risked system-wide disruptions.

Method:
1. Design Development: Drafted designs and secured engineering approval
2. A/B/C Usability Testing: Stress-tested new design functionality and established benchmarks for time-on-task and perceived quality improvements

Findings:
- Time-on-task decreased, demonstrating improved efficiency with both proposed models
- User awareness of ticket options increased; all users reported intentional selections versus 50% in the current model
- Qualitative feedback—"this was straightforward" and "this was much easier"—confirmed substantial improvements

Impact:
The team confidently proceeded with implementation of the new designs.