INSTANT PAYOUTS FOR EVENTBRITE
Giving users the flexibility to get paid when it makes sense for them
Background
The problem
MY ROLE
Product Design Manager
Product Design
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TEAM
Product Designer
Product Manager
UX Researchers
Content Designer
5 Engineers
Event creators sell event tickets on Eventbrite and are paid 2-3 days after completing their event.
Users have expressed interest in accessing their funds from ticket sales before the event to support hosting costs. Our new integration with Stripe as a payout provider enables users to request a payout at any time after a ticket is sold and receive their payout within minutes.
UNDERSTAND
We sent out a survey to better understand users' appetite for the feature and how best to price the feature. We also performed an early concept test to get qualitative feedback. We found that users thought our original 1% fee was very low and said they would expect it to be more. Users were confused about where the fee would be deducted from.
DEFINE
We want to make our payout timing offerings more flexible and generate a new revenue stream for Eventbrite. By leveraging our new integration with Stripe as a payout processor, we will be able to provide eligible creators with the ability to withdraw event funds on demand and deposit them into their bank accounts within minutes. The primary metric we were tracking was usage, hoping to see 10-15% of eligible creators using the feature.
DESIGN
After usability testing, we learned that most of the confusion came from where the fee was taken out of and what the 'reserve' amount was. We tweaked the hierarchy a lot to ensure that all information was displayed clearly and added helpful tooltips to further explain some of the more complicated concepts.
Impact
1
$9M USD Paid on in Instant Payouts
To date, we have paid over $9 million in Instant Payouts and generated $2.7 million in revenue from the fees charged.
2
Increased retention by 13%
Users who used the Instant Payouts feature were 13% more likely to go on and create a second event versus users who did not use the feature.