TodayTix · 2022

My Orders

Role

Product Designer

Timeline

2022

Team

Design, Product, Engineering, Customer Support

Skills

Product Design, User Research, Interaction Design

Customers didn't know where their tickets were — and they were calling to find out.

TodayTix had no centralized place for users to manage and track their ticket purchases. After buying, customers landed in a fragmented post-purchase experience — no clear ticket status, no easy access to order history, no self-serve way to understand where their tickets were in the delivery pipeline.

The result was a surge in support queries. Customers were calling and emailing about ticket delivery, ticket validity, and ticket protection redemption — all questions the product should have been answering on its own.

↑

Support queries about ticket delivery and validity before My Orders

Centralized location in the app for post-purchase ticket management

Core projects in scope: My Orders, Reserved Offers, and Relisting

The product had no answer for: 'Where are my tickets?'

Legacy My Orders feature — buried in the account menu, minimal ticket status information — The legacy state: My Orders was buried in the account menu with minimal status information. It answered almost nothing.

The legacy My Orders experience was buried in the account section — not accessible from the main navigation, not surfaced proactively, and not designed to communicate ticket status in any meaningful way. Customers who wanted to know whether their tickets had been issued, when they'd arrive, or how to redeem ticket protection had nowhere to turn except customer support.

The Business Cost

Every support query about a ticket that the product should have communicated proactively is a design failure with a measurable cost. Reducing that volume wasn't just a UX win — it directly freed support capacity.

V1: Prioritize ticket status. Make it visible at a glance.

The first version focused on the highest-pain problem: in-progress tickets and communicating their status. I drew design inspiration from competitive research and the concept of progress companions — pocket guides that walk users through a journey rather than dumping information on them at once.

My Orders V1 — ticket list layout with in-progress tickets surfaced at the top — V1 surfaced in-progress tickets at the top of the list, with status progress tags communicating delivery stage without requiring the user to tap into each ticket.

Ticket progress module states — all status stages from purchase to ready-to-scan — The ticket progress module designed for all states: purchased, processing, issued, ready to scan. Each state had a distinct visual treatment.

Barcode and QR code sizing and margin guide — optimized for venue scanning at event entry — Barcode and QR code specs were designed for real scanning conditions: high contrast, optimal size, adaptable to different venue lighting and scanning tech.

V2: Elevate access, reduce tech debt, make it a brand moment.

V1 solved the status communication problem but still had structural issues: My Orders was too buried to be useful, and the design leaned heavily on legacy components that were inconsistent with the evolving design system.

V2 had three goals: move My Orders to the tab bar for immediate access from anywhere in the app, replace legacy components with modern patterns, and turn the experience from a utility into something that felt like TodayTix.

My Orders V2 — redesigned with tab bar integration and updated visual system — V2: My Orders promoted to the tab bar, redesigned with the current component system, and given a visual treatment that felt like a brand moment rather than an account screen.

My Orders lineup — full range of screen states in the final V2 experience — The full lineup of V2 states — from empty state to upcoming shows to past orders with rating prompts.

More self-serve. Less support load. A foundation for future personalization.

↓

Support queries related to ticket delivery and status after launch

Tab bar

Promoted from buried account menu to primary navigation — immediate visibility gain

Shipped with updated component system, reducing design-to-dev handoff friction

My Orders gave TodayTix users a self-serve answer to the questions that had been driving support volume. Ticket status, delivery progress, QR codes, and ticket protection — all accessible from the primary navigation without a single support interaction.

What Didn't Ship (Yet)

Personalized show recommendations, ticket protection options at checkout, and enhanced filtering were all scoped and conceptualized but didn't make the release. They're ranked by ROI and ready for the next sprint — the design work exists, it just needs a roadmap slot.