Fanhub
A SaaS Ticketing Platform | Experience LLC | 2018-2020
Project Overview
Fan Hub and Ticket Management were two of the most critical areas of our frontend user experience, where special offers and fan purchases were displayed.
Ticket Management allowed fans to take actions such as purchasing guest tickets or accessing their barcodes. It was important that users could navigate through both flows quickly and easily to access their event details, seating information, and entry instructions.
Objective:
Create an intuitive, frictionless experience for users performing critical actions like accessing mobile barcodes, transferring guest tickets, and reviewing purchase history.
My Role
UX Design
Design System Development
Team
2 Product Managers
1 Front-end Engineer
2 Back-end Engineers
1 Product Designer
The challenge
As lead designer, I owned the end-to-end redesign of Fan Hub and Ticket Management—two high-traffic areas of a $30M SaaS platform where fans manage offers, tickets, and entry to live events.
My role & approach
I led the end-to-end redesign of the ticketing experience—from research and IA through delivery and post-launch iteration—focused on improving usability for critical flows like barcode access, guest transfers, and purchase history.
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Conducted UX audits and stakeholder interviews to identify friction in high-volume flows
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Reorganized information architecture and streamlined workflows to reduce task time
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Applied mobile-first, brand-aligned UI patterns to enhance clarity and trust
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Collaborated with engineering to implement reusable components and improve scalability
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Measured success post-launch, contributing to a 22% lift in ticket sales and improved fan satisfaction
The Outcome
Along with rolling out these new designs, we achieved some important design milestones and best practices within our Design System. These included designs that we were able to incorporate into our design process, as well as making an impact on future design development, flow, and the usability of the Experience digital product.
