Work

Play

Work

Play

Work

Play

100%

100%

global reporting

global reporting

unlocked for key
pilot client group
unlocked for key
pilot client group

40%

40%

reduction

reduction

in risky user workarounds
in risky user workarounds

88%

88%

improvement

improvement

in task success across key reporting flows
in task success across
key reporting flows

90%

90%

CSAT

CSAT

on new unified reporting tools
on new unified
reporting tools

Please Note: This is a high-level view of my work on TM1 Reports. Due to confidentiality, only selected visuals and a brief outline are shown. If you’re interested in the full story, please get in touch.

Executive Summary

Leading the redesign of TM1 Reports to unify fragmented tools and data, transforming Ticketmaster’s B2B reporting into a cohesive, scalable platform. As Lead Designer, I shaped strategy, set the vision, and drove execution across complex dependencies in close partnership with product, engineering, and research.

Team

Lead Designer

Steph Brooks

Product Designer

Flavie Robitaille-Dion

Senior Product Manager

Andy Dale

Senior Design Director

Anat Treanor

Software Development Manager

Danielle Paquette-Harvey

Key Contributions

Design Leadership & Ownership

Vision Setting

Stakeholder Management

Cross-functional Collaboration

UX Strategy

Research & Discovery

Prototyping

Design System Evolution

Architecture & Navigation

The Problem
The Problem

Mapping friction across global journeys

Mapping friction across global journeys

I mapped the reporting experience across regions to understand where clients encountered friction and risk. By overlaying the ideal state, I could pinpoint the areas where design could have the greatest impact whilst navigating blockers, feasibility constraints, and cross-team dependencies.

I mapped the reporting experience across regions to understand where clients encountered friction and risk. By overlaying the ideal state, I could pinpoint the areas where design could have the greatest impact whilst navigating blockers, feasibility constraints, and cross-team dependencies.

Existing User Experience
Existing User Experience

Fragmented journeys block access to global insights

Fragmented journeys block access to global insights

Clients were forced to navigate separate regional tools to access reporting data. Workflows were manual and risky: exporting data, manipulating it, and redacting it before sharing introduced errors and wasted time.

These constraints were the root cause of frustration and inefficiency for clients relying on Reports to make key business decisions.

Clients were forced to navigate separate regional tools to access reporting data. Workflows were manual and risky: exporting data, manipulating it, and redacting it before sharing introduced errors and wasted time.

These constraints were the root cause of frustration and inefficiency for clients relying on Reports to make key business decisions.

Solution
Solution

A unified journey unlocking safer, faster reporting

A unified journey unlocking safer, faster reporting

I designed a consolidated reporting journey that prioritised client impact, unlocking global data access for a strategically key pilot client group, eliminating multi-login friction, and advancing the platform’s migration - delivering a safer, faster, and fully global reporting experience.

I designed a consolidated reporting journey that prioritised client impact, unlocking global data access for a strategically key pilot client group, eliminating multi-login friction, and advancing the platform’s migration - delivering a safer, faster, and fully global reporting experience.

Outcomes & Impact
Outcomes & Impact

Delivering Measurable Impact at Scale

Delivering Measurable Impact at Scale

New data sources and reports cut client workarounds, helping them complete reporting tasks +15% faster

Key reports improvements boosted confidence, with trust in reporting outputs rising +12% in feedback

Piloted 100% global data coverage in reporting for a key client group

Established a living JTBD framework driving user-centred design decisions across key stakeholder initiatives

I improved process speed and safety by streamlining workflows and reducing risky manual steps, establishing a foundation for scalable, proactive reporting across markets.

These improvements enhanced value for global clients, enabled ongoing innovation, and reinforced TM1’s leadership in enterprise reporting.

Please Note: This is a high-level view of my work on TM1 Reports. Due to confidentiality, only selected visuals and a brief outline are shown. If you’re interested in the full story, please get in touch.

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