Stubhub NYC Kiosk
Stubhub NYC Kiosk
UI/ UX, Design research, Design workshops
Role:
Lead designer
Feature crew: 1 Designer, 1 PM, 1 Eng
Feature crew: 1 Designer, 1 PM, 1 Eng
Feature crew: 1 Designer, PM, 1 Eng
Opportunity
With our brand redesign and large efforts by marketing to elevate our global brand, leadership in marketing worked with Gensler to architect a space in Times Square as our Flagship store. The clean,minimal space aspired to look like an Apple store. I was tasked with designing a Kiosk app that used our app's capabilities with restraint to help guide tourists to events. Our main focus was the rich theater scene in NYC.
With our brand redesign and large efforts by marketing to elevate our global brand, leadership in marketing worked with Gensler to architect a space in Times Square as our Flagship store. The clean,minimal space aspired to look like an Apple store. I was tasked with designing a Kiosk app that used our app's capabilities with restraint to help guide tourists to events. Our main focus was the rich theater scene in NYC.
Final designs
Final designs
Goals
Goals
Make the app easy to use, especially for int’l customers unfamiliar with the StubHub brand
Make the app easy to use, especially for int’l customers unfamiliar with the StubHub brand
Increase app downloads
Increase app downloads
Help customers find NYC theater events
Help customers find NYC theater events
Find balance between product design and brand marketing
Find balance between product design and brand marketing
Figure out how the app will work with all the touchpoints
in the store
Figure out how the app will work with all the touchpoints in the store
Competitive analysis
Competitive analysis
User flowchart
User flowchart
Field prototype testing
Field prototype testing
Our researchers went into the field to test a prototype of the app in San Francisco’s Union Square & NYC Times Square. We wanted to identify the pain points of the experience amongst real tourists. We were also interested in troubleshooting our map experience.
Takeaways from the testing:
Our researchers went into the field to test a prototype of the app in San Francisco’s Union Square & NYC Times Square. We wanted to identify the pain points of the experience amongst real tourists. We were also interested in troubleshooting our map experience.
Takeaways from the testing:
Small ui changes were needed for the discovery funnel interface
Small ui changes were needed for the discovery funnel interface
Map search results and filters needed to be more accessible/less confusing
Map search results and filters needed to be more accessible/less confusing
Positive reaction to the brand visuals and animation of choose genre
Positive reaction to the brand visuals and animation of choose genre
Final screens
Final screens
Illustrations
Illustrations
Outcome
Outcome
The Stubhub Flagship store opened in Times Square in late June 2017.
Kiosk generated $25K/week in GMS. It was anticipated to be a million dollar product in 2018.
Because of it’s success, it opened in Los Angeles and Dallas later in 2017 and became a multi-location install.
The Stubhub Flagship store opened in Times Square in late June 2017.
Kiosk generated $25K/week in GMS. It was anticipated to be a million dollar product in 2018.
Because of it’s success, it opened in Los Angeles and Dallas later in 2017 and became a multi-location install.
NYC Kiosk App Demo
NYC Kiosk App Demo