EVENTBRITE
Reporting for Eventbrite
BACKGROUND
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.
THE PROBLEM
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.
DEFINING SUCCESS
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 regarding reporting as that number was very high. Finally, we wanted to increase retention by providing users with accurate and timely data.
KEY METRICS
- Improve overall performance of reporting
- Increase usage and page visits
- Decrease Customer Support contacts regarding reporting
FAST & RELIABLE
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.
EVENT SELECTOR
CONSISTENT EXPERIENCE
EASIER EXPORTING
IMPACT
To Generate a Report
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.
Unified Event Selector
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.
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%.