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TICKETMASTER NEW HIRE EDUCATION HUB
TIMELINE
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6.2023-8.2023
MY ROLE:
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Designer+Researcher
TOOLS:
Figma
INTRO
I was able to intern at Ticketmaster during my 2023 summer and worked with their Global Education team. One main responsibility that is shared across a variety of teams is onboarding and training new hires. I was tasked with redesigning a potential new platform that could house all their training and information for new hires.
BACKGROUND
These are some sketches of what the original platform looked like and how it was broken down in chart form:
Initial Observations:
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Long, confusing table of contents that contain subpages within subpages
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Content all on one page; no separation for different lessons, videos, etc.
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No structure: there's no easily distinguishable direction or order
*I am not able to show the real version due to company policy
*zoom in to see specifics!
after some evaluation, we came to the conclusion that the space should be broken down into two spaces: documentation/resources and training.
With this new separation, I was tasked to focus specifically on the training aspect
USER RESEARCH
To get a better understanding of what new hires want improved about their onboarding/training experience, I utilized the following research methods: interviews, walk throughs, surveys, affinity diagramming, and user personas
Interviews
I interviewed 2 new hires about their user experience with the current platform. Some questions included:
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General first impressions of the usability as a whole/first impressions?
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Were there any specific elements or features of the training materials and resources that you found particularly user-friendly? If yes, please elaborate.
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How well did the training align with your preferred learning style(s)? Were there any adjustments or improvements you would suggest to cater to those different learning preferences
Walk throughs
For walk throughs, I asked two recent hires to walk me through the current platform as I observed how they navigated through it. We talked through it together; I was able to hear what they liked, didn't like, and additional opinions
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Next, I created a mini affinity diagram and user persona to organize the information and data collected
FINDINGS
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No separation is overwhelming and confusing
"I'm forced to try to focus on everything all at once instead of the lesson I should be learning in the moment"
Flow and better sense of direction to know what comes next is crucial
"Clear direction and pathway to know what to do next and what needs to be done currently would be helpful."
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More personalization
"A checklist to visually see what has been finished and what needs to be done would be nice"
"I wish there was a place I could access documents/resources that I want to bookmark and save for later"
The information architecture was then restructured and revised for a new pathway that would utilize all three findings described above
DESIGN ITERATIONS
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6 main sections to replace the long table of contents with multiple pages
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More personalization: checklist, liked resources, training progress added
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Training broken down into segments; coinciding videos and lesson on one page
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Guided visual cues to prompt the user to go to next steps
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Social feature, forum, added to foster collaboration between new hires instead of solely relying on uppers
STYLE GUIDE
VISUALIZED SOLUTION
home
The Home page lets the user explore the different feature the education hub has to offer with explanations of the different features
dashboard
The dashboard displays customized features like the users' to do for the week, training, progress, and entrance into the forum where they can collaborate and fix issues with colleagues
training
The training houses all the training required of new hires. Now segmented and separated, the user is able to seamlessly go through the training always knowing what comes next and learn with videos and documents that coincide
resources
The resources page has all resources the user has "liked" during their training while also housing other resources like all available training documents and contracts
A LITTLE REFLECTING...
with more time
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because we ran into a lot more technical issues than anticipated, I would have liked more time to do some user testing. I got some feedback from my superiors but it was more on technicality versus the usability
in retrospect
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it's more complicated than simply redesigning the platform. every company is different and the technologies and platforms they use will be different. it is important to know exactly what you're working with before diving in!