Transforming Event Requests
Redesigning the marketplace journey to simplify requests, streamline offers, and enable easy comparisons.
Overview
At Event Inc, the existing request journey in our marketplace created confusion for both event planners (demand) and event providers (supply). Users often provided event details via free-text input fields, skipping structured fields, and creating unclear, incomplete requests. Providers responded similarly, generating unstructured offers that made it difficult for planners to accurately compare options, relying heavily on back-and-forth communication and guesswork around pricing and availability. This fragmented experience led to frustration, inefficient processes, and a higher likelihood of lost opportunities for both sides of the marketplace.
Goal
The primary goal was to streamline and clarify the event request and offer creation process. By guiding users through a structured, step-by-step request flow and enabling providers to create structured, detailed offers, we aimed to significantly improve transparency, offer comparability, and user satisfaction on both sides of the marketplace.
Scope
User research & analysis, journey mapping, wireframes & interactive prototypes, UI design, component library creation, structured comparison table, extensive user testing & validation.
Sector
MICE
Duration
3 months
Impact & Key Metrics
Early-stage testing indicated substantial improvements in user clarity, satisfaction, and confidence:
82%
of event planners found the new request process clearer and more intuitive
30%
of providers reported significantly reduced confusion and improved confidence in creating accurate, structured offers.
The Solution
The new request and offer system provided a clear, structured, step-by-step journey to replace ambiguous free-text fields, allowing users and providers to efficiently exchange information and make informed decisions.
Offer Creation Interface
Allowed providers to easily create structured offers, set individual and packaged pricing, and indicate alternatives.
Flexible Pricing Options
Enabled providers to offer customizable packages or single-item pricing, simplifying the selection and booking process.
Structured Request Journey
Guided event planners through clear, stepped input, automatically generating an editable summary form.
Enhanced Comparison Table
Facilitated easy comparison between offers, highlighting key differences, enabling informed and quicker decisions.
Process & Approach
We followed a structured, research-driven approach to ensure Compass met real team needs and improved daily workflows across the company.
Research & Discovery
Conducted detailed user interviews with both planners and providers.
Analyzed existing workflows to identify critical areas of confusion.
Facilitated stakeholder workshops to align on business goals and user needs.
Design & Iteration
Created structured journey diagrams and low-fi prototypes, validating through regular user testing sessions (both internally and externally).
Designed comprehensive, flexible UI solutions to accommodate varied user needs.
Developed an enhanced comparison view to enable clear visualization of differences between provider offers.
Implementation & Rollout
Executed multiple rounds of qualitative user testing, collecting feedback through user-testing platforms and direct user interviews.
Managed iterative cycles of refinement based on clear, actionable user insights and stakeholder input.
Challenges & Learnings
Building and scaling a design system introduced unique challenges, teaching us valuable lessons in cross-functional collaboration and flexibility:
Managing Stakeholder Alignment
Successfully navigated diverse perspectives to reach consensus on workflow redesign.
Balancing Flexibility and Structure
Found an optimal balance allowing users to clearly communicate needs without feeling overly restricted.
Driving Provider Adoption
Focused heavily on provider experience, resulting in greater willingness to structure their offers clearly.
Final Implementation
The redesigned request journey and offer management significantly improved marketplace clarity, streamlining communications, and empowering users with structured, actionable information. The project successfully transitioned from design into development, establishing a strong foundation for future growth and refinement.
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