Tour Builder Tool

Making it easier to create and manage concert tours

Creating a tool in a short amount of time

User flows, prototype, MVP

Summary

What was delivered

Services

• User Research

• Comparative Analysis

• Design

• User Testing

Deliverables

• User Flows

• Detailed Design Specs

• Hi-fi Prototypes

• MVP

Outcome

• Delivered a dedicated internal tool that allows team members to create and customize tours.

• Alleviated internal teams existing tour creation process from 5 hours to 1 hour.

• Increase in platform adoption by artist and promoters from (1-2 adoptions per quarter to 5 per quarter)

Understanding the problem

What is a tour builder tool?

Lyte’s is a technology platform that allows artist & promotors to gauge fan demand for upcoming tours. The tour builder tool is an internal tool used by customer service managers to help create and configure tours.

What problem are we trying to solve?

Lyte’s internal platform lacked a dedicated tour builder tool, leaving customer service managers to create and customize tours with existing, inadequate internal tools. 

-Make it easier for customer service managers to quickly create and customize tours- 

Understanding the user

Conducted 1:1 user interviews with customer service managers, developers and business leads to help me discover pain points, such as the consuming process of having to navigate through multiple platforms to create one single tour, and the need for a better way to verify if customizations were applied successfully without having to navigate away from the platform.

To help my team collaborate more effectively, I documented every step of the design process using Notion.io. My team members located in Belarus, New York and California had access to proper documentation for each phase of the design process, resulting in easier cross-functional reviews and decision making.

Analyze

Mapping out

Mapping out existing user flow provided me with a high level view of how all existing pages connected with each other, pin-point inconsistencies and bottlenecks. Color coding helped me decipher and connect meta data inputs, buttons and toggles to their pertaining pages.

Worth it

Customer service managers spent 5+ days creating a tour, developers were constantly fixing code errors due to wrong metadata errors and potential clients were being lost due to the inability to pitch tour product.

Ideation

Comparative analysis

With no direct competitors, I conducted comparative analysis on Google’s Tour Builder and discovered various areas of strengths. The tool has a parent component that can be duplicated to create child components and edits to the parent component automatically get applied to child component. Additionally, all features needed to edit a tour are located within the same page.

Sketching out ideas

Influenced by the Google’s Tour Builder, I sketched out possible layout ideas and led brainstorming sessions with my team members to help visualize broad range of ideas.

Shorten time frame

During the design stage I was informed by leadership team that my time frame was going to be cut in half and the tour tool will need to be delivered in one month. Leadership team scheduled two tours and wanted to avoid customer service manager spending 5+ day building out these tours.

MVP

With a shorten time frame, we needed to deliver an MVP. I conducted rapid feedback session with customer service managers and developers to help eliminate non-essential features from the design. To further save time my team decided to build the MVP on the existing Django platform, eliminating the need to create new components and layouts.

Working with Django’s components, layouts and restrictions, I created an interactive prototype and conducted remote user testing to verify specific tasks required to build out a tour.

The Solution

All in one

The final MVP was built on the Django platform and included a streamlined tab navigation that allows for easy movement between account information, exchange properties and exchange list. An intuitive editor that helped configure component styles, images and layouts, along with the ability to toggle between desktop and mobile views to quickly verify configurations.

Master component

A master component that included the core properties of an exchange, such as general information, front facing consumer page, email templates, sms, group labels and ticket tiers. Giving customer service managers the ability to create copies of the master component.

Batch create

With the implementation of the master component, we provided customer service managers with the batch create feature that gives them the ability to create batch copies of the master component. The total amount of exchanges needed for a tour can now be done with a single click. Completely, eliminating the manual process of having to create and configure exchanges one at a time.

Outcomes

Saving time

Customer Service Managers

Customer service managers were spending an average of 5 days building out a tour. With the implementation of a dedicated tour builder tool, the process now takes an average of 1hour. Additionally, customer service managers can now easily manage more tours, increasing from 1-2 to an average of 4  tours per team member.

Eliminating errors

Developers

With the implementation of an intuitive editor that allows customer service managers to customize a tour without the need to use meta data, resulted in a dramatic decrease technical issues and bugs fixes.

Boosting confidence

Business

Business and sales team confidently pitch Lyte’s tour builder capabilities to potential artist with no hesitation, resulting in an increase in platform adaption from 1-2 artist per quarter to 5 per quarter.

Adoption increase

Artist

Existing artist are extremely happy with how quickly a tour can get built and customized to their brand, so much so that they have agreed to use Lyte’s platform for their future tours.