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%

data dumps

data dumps

and risky workarounds from key global clients
and risky workarounds from key global clients

↑88%

↑88%

task success

task success

across key reporting flows
in task success across
key reporting flows

>80%

>80%

CSAT

CSAT

on new unified reporting tools
on new unified
reporting tools

Executive Summary

I led the strategy and design for unifying Ticketmaster's fragmented B2B reporting experience, improving access to global data while laying the foundations for a more scalable reporting platform.

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

Please Note: Due to confidentiality, this case study focuses on the strategy, experience and impact of the work, with selected visuals intentionally abstracted.

The Problem
The Problem

Reporting was split across two experiences

Reporting was split across two experiences

TM1 Reports supports clients managing events across markets, but reporting was segregated by region. Clients faced different tools and reporting experiences depending on where their events were based.

For global clients, that fragmentation became a significant barrier.

TM1 Reports supports clients managing events across markets, but reporting was segregated by region. Clients faced different tools and reporting experiences depending on where their events were based.

For global clients, that fragmentation became a significant barrier.

Global data was impossible to access

Global data was impossible to access

Clients managing events across markets couldn't see and compare their reporting data in one place, forcing them to manage multiple accounts just to access their data.

Reporting workflows created significant data risk

Reporting workflows created significant data risk

Clients relied on large data exports and offline manipulation to build the reports they needed, moving sensitive data outside the platform and increasing the risk of mishandling and sharing.

Navigation didn't match how clients worked

Navigation didn't match how clients worked

Clients had different reporting workflows depending on their role, but our linear navigation supported only one. More flexible tools had set expectations for faster, fluid movement between events and reports.

!!!

Large international events generate >75% of revenue, making global reporting a critical client need.

Internal revenue data, business reporting

Discovery
Discovery

Finding the biggest opportunities within a complex migration

Finding the biggest opportunities within a complex migration

I mapped today's regional experiences against our ideal journey to identify where we could deliver meaningful client value without waiting for the full platform migration.

This surfaced opportunities to improve global access and reduce friction immediately, while working within technical constraints, dependencies and the longer-term platform strategy.

I mapped today's regional experiences against our ideal journey to identify where we could deliver meaningful client value without waiting for the full platform migration.

This surfaced opportunities to improve global access and reduce friction immediately, while working within technical constraints, dependencies and the longer-term platform strategy.

Solution
Solution

One place to access reporting globally

One place to access reporting globally

I brought regional reporting tools into TM1 behind a single login, giving clients one entry point to access their data across markets.

Bringing market switching inside the platform also allowed us to organise reports into one global catalogue, making them easier to find and compare while supporting the ongoing migration.

I brought regional reporting tools into TM1 behind a single login, giving clients one entry point to access their data across markets.

Bringing market switching inside the platform also allowed us to organise reports into one global catalogue, making them easier to find and compare while supporting the ongoing migration.

Prioritising the highest-risk workflows first

I identified financial users as a strategic proxy for global reporting due to their highly sensitive data and focused workflow across four key reports, giving us a high-impact opportunity to validate global reporting.

We delivered 100% global reporting for this cohort, reducing risky data exports by 20% and validating a scalable model for wider rollout.

Designing around how clients actually work

I introduced a JTBD framework across B2B design to build a shared understanding of client needs. It revealed that over 50% of clients followed a reporting workflow our existing navigation didn't support.

I used these insights to define a more fluid navigation model supporting both core behaviours, aligning with the wider TM1 redesign while reducing legacy complexity.

Please Note: Due to confidentiality, this case study focuses on the strategy, experience and impact of the work, with selected visuals intentionally abstracted.

Outcomes & Impact
Outcomes & Impact

Delivering measurable impact at scale

Delivering measurable impact at scale

+15% faster

New data sources and reports reduced workarounds and improved task completion time.

+12% trust

Improvements to key reports increased confidence in reporting outputs.

100% global data

Unlocked global reporting data for a key pilot client group.

A shared understanding of client needs

Established a living JTBD framework to guide decisions across reporting initiatives.

By streamlining workflows and reducing risky work-arounds, I improved the speed and safety of global reporting while establishing the foundations for a more scalable, proactive reporting experience.