“Perception testers and internal stakeholders alike responded favorably to the new design elements, commending the bolder, updated aesthetic. As a boutique agency, Eight Bit Studios remained customer-focused throughout. They had a nimble team and consistently documented the process.”
Mark Petrowsky
Head of UX @ Vivid Seats
Client
Vivid Seats, established in 2001, stands as a leading ticket marketplace with an expansive customer base and a robust network of sellers. The company launched its mobile app in 2015, aiming to offer a seamless ticket purchasing experience for its users.
Overview
In pursuit of enhancing their mobile app's user experience, Vivid Seats engaged in a comprehensive RFP process, ultimately selecting Eight Bit Studios for their expertise in app development and a shared cultural alignment. The project focused on modernizing the user interface (UI) elements and refreshing the overall user experience (UX) of the core native apps.
Ask
Vivid Seats sought Eight Bit Studios' expertise to modernize and revitalize the UI elements of their core native apps, improve the browsing experience for the home search function, and construct comprehensive UI kits, aiming to update and enrich the existing app experience rather than creating new features.
Solution
The collaboration commenced with an initial kick-off session and discovery workshops to align the project with Vivid Seats' brand and business objectives. Eight Bit Studios developed a range of style tiles, showcasing various visual directions, and conducted perception tests to evaluate these against the current app and competitors. The team then applied the chosen visual direction to the primary user journey before finalizing the UI kit, ensuring a cohesive and modern aesthetic.
Results
The newly implemented design elements received positive feedback from both internal teams and perception testers, marked by a bolder and more contemporary style. This redesign significantly impacted Vivid Seats' performance metrics:
A 30% increase in user order conversion rate.
A 45% rise in screens per session between 2017 and 2019.
Following the redesign, Vivid Seats went public in 2021, valued at approximately $1.9 billion.
The company was recognized in Fast Company's List of the 100 Best Workplaces for Innovators.
Discovery and Alignment
Initiating with a deep dive into Vivid Seats' business model and strategic objectives, this phase was pivotal in aligning the project's direction.
Engaged in discovery sessions for business understanding.
Conducted stakeholder workshops for brand and market alignment.
Tailored project strategy for UI modernization.
Design Exploration and Perception Testing
This phase was dedicated to exploring innovative design solutions and validating them through perception testing to ensure market fit and user appeal.
Created diverse style tiles for visual direction exploration.
Conducted perception tests against competitors and existing app designs.
Iteratively refined design based on stakeholder and user feedback.
Approach Section 3: Implementation and UI Kit Development
Focused on transforming the finalized designs into a tangible user experience, this stage involved developing a comprehensive UI kit for consistency across platforms.
Applied new design to core user journey.
Developed a UI kit to standardize design elements.
Collaborated for seamless design integration.
Impact Assessment and Continuous Improvement
Post-launch, this stage was critical for evaluating the redesign's impact on business and user metrics, setting the stage for ongoing enhancements.
Assessed redesign impact on user engagement and conversion.
Established a feedback loop for continuous app refinement.
Adapted design system for broader application across web products.
