Flex Plans Redesign

Flexible ticket bundles for fans and clients

Redesigned the Flex Plans system during the critical CAM to NAM migration. Improved seat selection confidence for fans with map-based interactions, and empowered clients with fully CMS-driven configuration, eliminating reliance on legacy backend tools.

Client

Ticketmaster

Services

User Research, Legacy Migration, Mobile Design, Usability Testing, CMS Design

Industries

Entertainment, Live Events, Ticketing

Date

2024

Flex Plans were tightly coupled to a legacy system (CAM) scheduled for deprecation. Fans lacked control over seat location and visibility, impacting confidence and conversion. Clients could not self-configure plans, creating dependency on backend tools. The design process included competitor analysis revealing strengths in filtering and pricing clarity, end-to-end scenario mapping to identify core flows and edge cases, remote moderated usability testing via UserZoom with 24 participants, split testing across Best Available and Map-Based prototypes, and iterative refinement based on findings before final handoff.

The redesign achieved successful migration from CAM to NAM, introduced Map-Based Flex Plans for the first time, and improved fan confidence through transparent seat selection. Setup time for clients was reduced by an estimated 50% with faster self-serve configuration. The project built a scalable foundation for future multi-event products.