The problem: StubHub had a customer support website and forum for users who need help buying and selling tickets. The issue was that very few customers used it due to a poor user experience and a convoluted visual hierarchy. The customer support website had not been changed since it was created. This caused a large amount of people to cal into our customer support centers and use the customer support chat. Each time a customer calls into our customer support center, it nearly cancels out any profits StubHub would make on their purchase.
We wanted a new option that would elevate the visual design and user interface for the customer support center. The new designs would have to be done completely through CSS changes. I was not allowed to mess with the logic of the website or the overall layout of the pages. Additionally this project required extremely quick turn around for the website.
Below you can see the homepage for the website before any changes were made:
The Goal
We wanted to alter the current website to make it easier to scan and get the answers needed by our customers. Additionally we also wanted to reduce contact with our customer support center.
The Process
This project required extremely quick turnaround. I partnered with a small development team on the east coast to get the CSS changes complete and to create a new design for our support website.
The Solution
The new website was released just three weeks after the project was presented. With only informal usability testing and my approved designs, I was able to create a visually pleasing website that was easy to navigate and easy to scan. We also made sure that the website followed the overal visual hierarchy that was established for StubHub’s brand. This meant working and collaborating with out visual experience team to make sure that the new designs followed our brand guidelines.
The Results
The new website was launched and an increase in use and time spent on the site increased. Further iterations were made which let to an overall decrease in customer service contacts regarding the buying and attending process. Additional improvements were needed in overall functionality.
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