Expian, formerly Ticknovate, is an experience-focused ticketing platform tailored to meet the complex demands of enterprise organisations. I was initially brought on to rapidly develop a new version of a support platform, which evolved into a two-year engagement involving a comprehensive overhaul of multiple interconnected platforms. During this time, I also played a key role in onboarding enterprise clients, and leading design initiatives at Expian.

Created new style and design systems, which include fully functioning and maintained component library, with re-usable components for templates solutions, and structured design rules. Transferred the client to Figma, where created easy navigable design files and folders.

Fully redesigned such platforms: Platform for support team members (Reservations), templated booking and self-service solutions for enterprise clients (B2C) which included 1 fully bespoke solution and 3 templated solutions.

Developed email templates for multiple use cases (commute, attractions and journeys). Templates included system and booking emails.

Re-Designed Desktop POS device (currently not implemented, only designed).

Task: Redesign the Reservations Portal from the ground up within a tight timeframe, integrating new features and expanded functionality to enhance user experience and meet evolving needs.

Problem: The existing support dashboard suffered from usability issues that reduced support team efficiency, resulting in delays and user frustration. Its limited functionality constrained both the support team's workflow and the platform's full potential, preventing it from meeting the needs of enterprise clients effectively.

Research and Discovery: Conducted user interviews with support team members and analysed usage data to identify key pain points, such as cluttered layouts, unintuitive user flows, manual processes and inefficient workflows.

User Flows: Conducted in-depth research to develop user flows for the new platform, optimising usability and creating intuitive, seamless processes for enhanced user experience.

UI Design: Given time constraints, the process bypassed the wireframing stage and moved directly into UI design. This involved an initial UI discovery phase, followed by the creation of a component library to ensure design consistency. Each section of the platform was designed in sequence, with the main challenge being to ensure seamless functional integration with existing platforms, including the admin panel, original booking portal, and POS devices. This approach improved design efficiency by 50% for future design challenges.

Final Implementation: Worked closely with developers to implement the redesign, ensuring the final product matched the vision and met technical requirements.

Problem: After the initial redesign, it became evident that the editing flow didn’t fully address all client needs, limiting functionality and usability. A comprehensive revamp was necessary to enhance flexibility and meet diverse requirements. With no time constraints this time, a full design process was implemented to ensure an optimised and scalable solution.

Research: Conducted data analysis and engaged with support team members across various clients to identify core issues. After pinpointing the problem areas, carried out best practices research and thoroughly explored potential solutions to address these challenges effectively.

Flow Diagrams and Wireframes: Developed flow diagrams to uncover weaknesses in the existing flow and explore improved solutions for the editing process. This was followed by hand-drawn sketches, allowing creative freedom to design the most effective solutions before moving into digital wireframes.

UI Design: Following the completion of user experience research and design, I created multiple variations of editing screens to cover all potential use cases, taking into account diverse client types and needs. Leveraging a design system streamlined the process, reducing design implementation time by 60% with pre-established styles and components. The final solution received approval from the Head of Product.

User-Centred Design Approach: Prioritised user needs by establishing continuous feedback loops with users to refine and optimise the design.

Business-Centred Goals: Aligned design decisions with current business objectives, actively engaging with clients to ensure that solutions supported business success.

Iterative Prototyping: Adopted an agile approach, testing and refining designs throughout the process to promptly address usability issues and enhance the user experience.