Feature: Collections is a product that allows creators to group events that may be related on the same page. And here the goal we had was based on adoption. In increasing the use of this new feature.

Why: We had shown that users were using it, they had better retention, and their events got more visibility. Additionally, we realized that not all eligible users were aware of this feature.

What: In order to obtain that growth, we knew that there were improvements that we could make to this product, improvements based on needs from the user feedback (through user testing and direct feedback to our support teams), and on the other hand discovery improvements since we saw that there were creators who were not aware of the existence of this product.

We chose the approach of continuous delivery, with a focus on these enhancements, mainly because they responded to the needs that we had seen in the users and to the information that our metrics showed us, and we wanted to make continuous interactions to continue making decisions based on what we obtained. In fact, we were uncertain about the priority of specific enhancements, so we relied on the RICE framework (reach, impact, confidence, and effort) to evaluate in which order we should work them.

We collected qualitative feedback in a few ways - User testing and an open question in the NPS survey where we asked what they missed from the product.

One of the things they told us in the feedback is that they had questions about how to complete some parts of the flow. They were missing a guide, and that's where the idea for alerts came from.

This was an experiment that had much more impact than expected.

In the first version of the tooltip, the user needed to hover to see the content, and we realized that there were not many people who clicked it compared to the number of people who reached that screen. We decided to display it by default as an experiment, and we saw that the number of people accessing the tab increased by more than 110%.

This was a pattern that didn't exist yet in our system design, so we created it in such a way that any team could use it with different logic.

Part of the discussion in this review was how we could improve feature discovery without using tooltips (to avoid looking like a fair if each team adds too many tooltips or signals).

If I could go back and do these experiments all over again, I would work more on the whole discovery part, helping users find the feature and see its value. Especially in-product. The impact of the tooltip feature showed you could create the best product in the world, but if nobody finds it, they will never use it.

This learning helped us to greatly enhance this part in future projects, and to hold sessions focused on how to improve discovery. Collaboration with Product Marketing for it.

Lucas Adrián

This was a presentation for a Results Review that I led around an Eventbrite feature called Collections that allowed Creators to group and display related events together.

This was a presentation for a Results Review that Lucas led around an Eventbrite feature called Collections that allowed Creators to group and display related events together.

Results review for event collections at Eventbrite

Overview

Continuous delivery

Showcasing user feedback

Impactful experiments

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