REPORTING FOR EVENTBRITE
Going back to basics and improving our reporting product to make way for future enhancements
Background
The problem
MY ROLE
Product Design Manager
Product Strategy
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TEAM
Product Designer
Product Manager
UX Researchers
Content Designer
5 Engineers
Our team's significant focus is retaining our large creators on our platform. Our reporting tool is integral to their businesses, but it performed slowly, often failed, and had many inconsistencies across the user experience.
We were going to have to go back to basics if we wanted to improve our reporting product and add new features the business and our creators were asking for.
UNDERSTAND
We sent a quantitative survey to over a thousand power users to get feedback on what data was most important to them, which helped guide our information hierarchy. We also performed multiple rounds of usability testing on our event selector to ensure the behaviors were abundantly apparent to our users.
DEFINE
Our main goal was to improve the overall performance of reporting and see more usage and page visits. We also wanted to decrease the number of Customer Support contacts regrading reporting as that number was very high. Finally, we wanted to increase retention by providing users with accurate and timely data.
DESIGN
The main goal of the design was to create a consistent experience across all reports. A big part of the design was creating a new event selector, one that would be consistent and support the complex filtering often needed by our power users and users of our soon-to-be-released timed entry feature. We wanted to keep the design simple and focus on performance.
Impact
1
Simplified and improved our tech
Reporting went from being supported by six tech stacks to one, and the speed to generate a report table went from ~30 seconds to <4 seconds.
2
Simplified UI
Reports were utilizing four different event selectors. With the creation of our new event selector component, we not only unified the component across reporting but across all of Eventbrite.
3
Decrease in customer contacts
One of our top CS contacts was about reports and users' inability to find their downloaded reports. Our new export feature reduced customer contacts by 97%.