Choose and Redesign the Most Painful Moment in a Ticketmaster Fan's Journey

Think about everything a fan does with Ticketmaster, from buying tickets for a live event to using them. Which part of that experience is the worst, and how would you redesign it? ```hint Define "worst" before choosing Walk the fan's journey end to end and judge each moment by how painful it is, how many fans face it, and how much Ticketmaster can actually change it. ``` ### Clarifying Questions - Should I design for fans only, or are artists, promoters, venues and resellers also users I need to serve? - Does the experience include moments outside the app, such as getting to the venue and getting in, or only the website and app flows? - What should the redesign optimize for: fan trust, completed purchases, resale volume, or overall fan satisfaction? - Are pricing choices such as dynamic pricing and resale rules mine to change, or are they set by artists and promoters? ### What a Strong Answer Covers - A mapped fan journey and an explicit, criteria-based choice of the single worst experience - Root causes of that pain, separating what the product can fix from hard constraints such as limited supply - A focused redesign with a clear MVP and later iterations - Success metrics, including for fans who leave without tickets, plus guardrails on revenue, fraud and organizer satisfaction - Risks, and how bots, resellers and organizers would react ### Follow-up Questions - Suppose you are asked to focus on a moment largely outside the app's control, such as getting to the venue on the night of the event. How would you scope an MVP? - Your redesign reduces resale revenue. How do you make the case for it? - How would you test the redesign before a major tour goes on sale, when peak demand cannot be rehearsed?