The Challenge

Using Ticketmaster’s design system, I needed to redesign the tool in a way that was scalable for managing multiple events at once and for adding manageable features later on. Additionally, I was required to work with the Smart Queue product managers to identify user pains and execute solutions that tailored more towards the tasks they used the tool to complete.

The Original Tool

Event managers used the QCT to complete tasks like turning an event’s Smart Queue on/off, sending messages to all of the fans waiting in the Smart Queue, and adding specific requirements to each Smart Queue.

Unfortunately, the original tool didn’t take into account the user’s goals, making it more difficult and time-consuming to utilize.

Finding Inspiration

I read up on some case studies on table design to identify features that I should add in for usability, readability, and intuitiveness.

A couple of things I found really useful and considered adding into my design were:

Zebra Stripes

Alternating row colors helps users read information while they scan quickly down the page without losing their spot.

Truncation

When there’s a lot of columns, users should be able to reduce and expand the sizes of each. I found that it would be easier for developers if I just combined some of the columns. However, truncation through the grouping of rows was something to explore.

Displaying Common Actions

In the original tool, users needed to select each row individually and go up to the top right hand corner of the header to complete any actions. But it felt more intuitive to keep important actions within the rows so that they didn’t have to skip around the page as much.

Adding New Features

Based on this research and feedback received from a couple of users on earlier iterations of the tool, I was able to come up with some key features that would make the tool more usable while keeping work for the developers at a minimum.

Viewing Capabilities

Users can view and group by more relevant categories than allowed in the original design. They can also expand/collapse listings based on these groupings to more easily organize and search. 

Filtering

A one-stop shop for all filtering categories minimizes the number of clicks needed to filter and makes them easier to find and keep track of. 

Enabling Bulk Settings

Users can now bulk edit all settings of multiple events, making this action much more time effective and efficient. Events with conflicting settings are presented with a warning and can be overwritten.

Simplifying Adding Events

To streamline the uploading process, events can now be added in one place (regardless of upload method) with settings editable from the beginning.