Service Design
A New Workflow to Improve Admin and Customer Experiences of Events
Two of the final artifacts. A simplified workflow and the new Shows & Events webpage.
Green Shirt Studio’s (GSS) event management process was inefficient and time-consuming for the admin, with repetitive tasks that drained resources. Customers also struggled to find the information they needed, leading to frustration and extra work for the team.
The existing process limited GSS’s ability to expand its events, build a stronger community, and increase revenue. Administrative overload created a bottleneck, making it impossible to scale effectively.
As the UX Designer and Project Lead, I led the effort to streamline GSS’s event workflows. My work included conducting research, defining user needs, designing solutions, and collaborating with the developer to ensure successful implementation.
When
2022–2023
5 Months
Client
Green Shirt Studio is a performing arts school based in Chicago, IL.
Team
Events hosted in 2023, up from 6 events in 2022.
Improvement in productivity.
Generated through this new revenue pipeline.
Followers gained on Eventbrite
"The new event workflow has made producing events incredibly easier which has allowed our company to produce events more frequently, with greater variation, and with a lot less effort.”
The final design included three new pages on the GSS site: Shows and Events, Past Events, and GSS Performance Space. Each page was designed to improve both user experience and efficiency.
To uncover the root issues, I conducted interviews, mapped admin and customer workflows, and reviewed event communication processes. This revealed pain points, such as repetitive tasks and inefficiencies, which gave me a clear direction for improvement.
Journey maps of the existing workflow for both admins and customers for each of the event types.
I gathered the existing communication methods to better understand how each type of event varied.
By clustering and ranking the top pain points, I identified the most critical problems to solve. I documented the goals and needs of both admins and customers which help create a clear list of requirements to guide the solution.
The top pain points expressed by admin and users.
The goals and use cases for each type of user. This list informed the requirements for the solution.
I mapped ideal workflows for each event type to understand the specific content and technical needs. This exercise also revealed opportunities to introduce templates and automation, which would streamline processes and save time.
I researched off-the-shelf event management platforms and chose one flexible enough to support each of the event types. Collaborating with the developer, we integrated it into the GSS website in such a way to maintain brand consistency.
After launch, customer feedback highlighted areas for improvement. For example, some attendees arrived at events without tickets. I addressed this by updating copy to clarify ticket requirements and designed an empty state to guide users when no events were available.
Mapping the existing process helped identify inefficiencies in the process and helped me better understand the user groups and event types. Journey maps of the ideal flows provided a clear roadmap for building a scalable solution.
Balancing part-time schedules and asynchronous communication were the primary challenges of this project. By introducing a kanban board and collaborative work sessions, we kept the project on track. For me, this project has reinforced the importance of identifying blockers and staying open to changes throughout the process.
I am currently seeking my next impactful product design opportunity. Say hello through the links below.
