EUGENIO TAMBURINI

PRODUCT DESIGN

About

Resume

EUGENIO TAMBURINI

PRODUCT DESIGN

About

Resume

EUGENIO TAMBURINI

PRODUCT DESIGN

UNIVERSE REPORTING

37+ Clients Serviced Daily

From outdated legacy reporting to modern and robust offering

Universe reporting tools were missing key data metrics for clients running multiple events with hundreds of ticket and add-ons. Issues with performance and limited filtering options compounded pain points. The goal was to redesign, expand, and improve the reporting offering, starting with dashboards. I collaborated with various departments to deliver a solution that turned complexity into clarity.

ROLE

Lead Product Designer

TEAM

Design Team

Product Manager

Frontend and Data Engineers

TOOLS

Figma

ContentSquare

Superset

SKILLS

End-to-end product design

Prototyping

User testing

IMPACT

23% Retention

Over legacy dashboards in a 1 year period.

23% Retention

Over legacy dashboards in a 1 year period.

23% Retention

Over legacy dashboards in a 1 year period.

3 Returning Clients

After seeing that we had improved our offerings.

3 Returning Clients

After seeing that we had improved our offerings.

3 Returning Clients

After seeing that we had improved our offerings.

7% Less Support

Client services teams were less burdened with reporting requests.

23% Retention

Sales teams leveraged redesigns to gain new business.

7% Less Support

Client services teams were less burdened with reporting requests.

7% Less Support

Client services teams were less burdened with reporting requests.

7% Less Support

Client services teams were less burdened with reporting requests.

23% Retention

Sales teams leveraged redesigns to gain new business.

23% Retention

Sales teams leveraged redesigns to gain new business.

23% Retention

Sales teams leveraged redesigns to gain new business.

OVERVIEW

How do you design and build a robust reporting suite on a outdated foundation in only 6 months?

STRATEGY

Leverage existing reporting tools, update and connect them to feel like one unified solution.

TESTING & ITERATIONS

Each milestone was capped off with a prototype user test with internal teams and willing clients, allowing for faster iterations.

PROBLEM

Could you easily tell where financial data about your event lives?

FRAGMENTED FLOWS

There were 9 places a user could go to find operational and financial data about their events, each with their own limitations.

LACK OF TRUST

Every part of the flow spoke its own design language, confusing all users and infuriating those with tons of data.

LIMITED SCOPE

Account dashboards is where most users first land, but it offered little more than ticket counts for events.

HARD TO ACTION

They lacked real-time data, specially from door sales, add-ons, demographic data and trends.

We identified an opportunity to unify reporting so a client could visit any one of the reporting layers and do everything they needed to in one place. As most users first touch point, Account Dashboards were the ideal place to start.

SOLUTION

Making all reporting layers speak the same design language for a seamless user experience

After releasing Account Dashboard redesigns, the plan was to identified to unify all reporting layers by taking what we learned from Account Reports and integrating them everywhere else. A client could then visit any one of the reporting layers and perform all necessary tasks in one place.

UPDATED ACCOUNT DASHBOARD

The first place users interact with. At-a-glance and actionable data, flexible filtering options, and faster performance.

FLEXIBLE ACCOUNT REPORTS

For clients that want to get granular. More exporting options, scheduling features, custom columns, and more.

EXPANDED EVENT REPORTS

For a more focused experience centred around single events. All of the flexibility of Account Reports with added visuals for key metrics.

FINE TUNED CUSTOM REPORTS

For admin clients with multiple team members to manage. All of the features from other reporting layers, plus user permissions.

EXPANDED EVENT REPORTS

For a more focused experience centred around single events. All of the flexibility of Account Reports with added visuals for key metrics.

FINE TUNED CUSTOM REPORTS

For admin clients with multiple team members to manage. All of the features from other reporting layers, plus user permissions.

DESIGN PROCESS

Research

Through extensive interviews and industry research, we identified where pain points overlapped with best practices.

Research

Through extensive interviews and industry research, we identified where pain points overlapped with best practices.

Research

Through extensive interviews and industry research, we identified where pain points overlapped with best practices.

User Flows

We referenced user journey data and shadowed clients as they showed us the problem in real-time to identify blockers.

User Flows

We referenced user journey data and shadowed clients as they showed us the problem in real-time to identify blockers.

User Flows

We referenced user journey data and shadowed clients as they showed us the problem in real-time to identify blockers.

Iterations & Testing

With Account Dashboards, we tested our strongest iteration and committed to necessary pivots.

Iterations & Testing

With Account Dashboards, we tested our strongest iteration and committed to necessary pivots.

Release & Support

Account Dashboards were released first. We monitored performance and updated as needed.

Release & Support

Account Dashboards were released first. We monitored performance and updated as needed.

Iterations & Testing

With Account Dashboards, we tested our strongest iteration and committed to necessary pivots.

Iterations & Testing

With Account Dashboards, we tested our strongest iteration and committed to necessary pivots.

Release & Support

Account Dashboards were released first. We monitored performance and updated as needed.

Release & Support

Account Dashboards were released first. We monitored performance and updated as needed.

RESEARCH

Looking at journey data, competitors, and sister companies for clarity

To ensure our strategy solved the right problems, we spoke directly with clients and internal teams, shadowed them to identify pain-points in real-time, and took note of how our users were moving through the platform.

BROKEN FLOWS

The existing path overwhelmed and frustrated

OVERWHELM

If you didn't interact with reporting multiple hours each week, it was unlikely you understood where to start and where to go from where.

FRUSTRATION

Clients often needed to review and action data quickly, but it felt like they had to learn how to do this every time, or find workarounds.

FIERCE COMPETITION

The market had evolved

COMPETITORS

Other businesses had robust, deeply customizable, and performant reporting features. It guaranteed more clients would leave if we didn't address this.

LOOKING OUTSIDE THE BOX

We explored businesses unrelated to ticketing so we wouldn't just try to catch up to our competition. How did other industries handle enormous amounts of data?

DISCOVERY

Investigating our tech stack

As we gathered research and user data, we worked with data engineers and frontend developers to understand how our data structure was to be updated, and how it would connect to client-facing dashboards. The goal was to understand constraints and design with what was viable in mind.

CONSTRAINTS

Limited styling capabilities, responsive designs, and exporting formats

SUPERSET

Instead of building visualizations from scratch, our frontend teams used Superset to do half the work. But Superset was difficult to design for.

DESIGN SYSTEM

Our Design System was not robust enough to easily translate Superset, so I had to find a balance between leveraging what we had and creating new components.

MOBILE

We could have kept some tables the same across all breakpoints, but I wanted to explore mobile/tablet specific components. With the help of our development team, we got there.

EXCEL, ETC.

Clients needed the ability to export all data as Excel tables, so designs had to mirror Excel behaviour in some cases. Never thought I’d need to learn Excel as a designer, but there I was.

I tried to advocate against using Superset due to its rigidity. I feared that a solution that looked different from our brand would erode trust. But the business chose Superset for its price, and I had to adapt.

MVP

Account Dashboards

Due to time and technology constraints, we had to plan our reporting updates into milestones. The first would be Account Dashboards. We focused our research, iterations and testing there, though I designed with all layers in mind to keep us ahead of project timelines.

ITERATIONS

From mid fidelity to high fidelity prototypes

MID FIDELITY

To help me synthesize competitor and industry best practices, I iterated using mid fidelity, digital designs. It was easier to do so in Figma than sketches for me.

HIGH FIDELITY

Components and pages from our other reporting layers already existed in our design system, so I iterated and tested with high fidelity designs.

GETTING CLOSER

After 4 rounds of usability testing, 12 design feedback sessions, and 2 stakeholder presentations, we had our direction set.

ITERATIONS

From mid fidelity to high fidelity prototypes

MID FIDELITY

To help me synthesize competitor and industry best practices, I iterated using mid fidelity, digital designs. It was easier to do so in Figma than sketches for me.

HIGH FIDELITY

Components and pages from our other reporting layers already existed in our design system, so I iterated and tested with high fidelity designs.

GETTING CLOSER

After 4 rounds of usability testing, 12 design feedback sessions, and 2 stakeholder presentations, we had our direction set.

TESTING INSIGHTS

We invited as many at-risk clients as we could to directly test our proposed solutions before going live.

DASHBOARDS (AGAIN)

We tested our account dashboard designs first, as it would be our first release and the most complex flow.

DISCOVERABILITY

Some clients had a hard time finding filters when they required an extra click to reveal.

MISSING DATA

There was a need to reveal more demographic data, a known shortcoming from what existed in our backend.

COMBINE PAGES

Many testers, specially our internal teams, wondered if we needed some reporting layers when most client needs were met between one or two.

TESTING INSIGHTS

We invited as many at-risk clients as we could to directly test our proposed solutions before going live.

DASHBOARDS (AGAIN)

We tested our account dashboard designs first, as it would be our first release and the most complex flow.

DISCOVERABILITY

Some clients had a hard time finding filters when they required an extra click to reveal.

MISSING DATA

There was a need to reveal more demographic data, a known shortcoming from what existed in our backend.

COMBINE PAGES

Many testers, specially our internal teams, wondered if we needed some reporting layers when most client needs were met between one or two.

RELEASE

We released the first phase of our reporting updates: Account Dashboards.

It was a success. We pivoted based on testing feedback and stakeholder conversations, and in the end succeeded at bringing the first phase of reporting to life.

OVERVIEW

The most sought-after analytics in one page. Anything that has to do revenue can be found here.

TRENDS

See how events are performing over a period of time. Great for operations managers.

SOURCES

Expanded demographic data empowers marketing teams to fine-tune campaigns.

BOXOFFICE

For the first time ever, the ability to see data from check-ins and door sales.

SOURCES

Expanded demographic data empowers marketing teams to fine-tune campaigns.

BOXOFFICE

For the first time ever, the ability to see data from check-ins and door sales.

THE FUTURE

The groundwork was laid for existing designs to inform future builds.

Although I would not be there to witness it, there was extensive research and completed designs for future teams to build reporting solutions as we intended.

REFLECTION

Thoughts and learnings

If there’s one thing I would do differently, it’s being more vocal about using a free, third party, open source piece of software to bring a complex feature to life. Using Superset caused a lot of friction when it came to matching it with Universe design branding, and it proved to be very limiting for our engineering teams as well. Other than that, I am proud of how I tackled this project overall. I exhausted my research tools and leveraged the entire company, so I believe we got as close as possible to our vision for this project.

I’m open to new opportunities

Would love to get in touch.

Contact

I’m open to new opportunities

Would love to get in touch.

Contact

I’m open to new opportunities

Would love to get in touch.

Contact