I spent too long in the problem identification phase and kind of rambled through user segments before landing on anything concrete.
Start by clarifying the scope of the post-booking experience and the user segments involved, then use data to identify pain points and prioritize the most impactful problem. Propose a solution with clear success metrics and consider trade-offs.
Pro tip: Focus on a specific high-impact problem rather than trying to solve everything; show you can prioritize based on user impact and business value. Also, tie your solution to Ticketmaster's unique context like event-day logistics and venue partnerships.
Define what 'post-booking experience' includes (e.g., ticket delivery, event reminders, entry, post-event follow-up) and align on business goals like reducing support calls or increasing repeat purchases.
Use data (e.g., customer support tickets, app reviews, user surveys) to map the user journey and pinpoint the biggest friction points, such as ticket transfer issues or entry delays.
Evaluate identified problems using a framework like RICE (Reach, Impact, Confidence, Effort) to select the one with the highest potential impact on user satisfaction and business metrics.
Brainstorm potential solutions, define success metrics (e.g., reduced support contacts, faster entry times), and propose a MVP to test with a subset of users.
Outline how you would measure the solution's effectiveness and iterate based on feedback and data, ensuring continuous improvement.
AI-generated suggestions, not part of the candidate's original notes. May be inaccurate — verify before relying on them.