A few tips if you are doing a Results Review at your company:

To ensure your message is successfully communicated to all audiences, provide a thorough explanation of why you took a certain course of action, the problem you were attempting to resolve, and the metrics you wanted to move.

If you are looking to improve an existing product, be sure to provide before and after comparisons to showcase the changes.

Be open and honest about the outcomes you achieved and take note of any valuable insights you gained.

Before presenting your results to a large audience, try it out on a smaller group first to get feedback and refine your presentation. Explain it in a way that someone without any context can understand.

Adding Zoom meetings or webinars was a key feature for Online Events. We had a third-party integration through iframes, this integration did not allow us to control the experience during some steps of the flow nor to have visibility of what happened there. When users had problems they couldn't solve them themselves, and they always needed to contact support. This was a critical problem for us for a few reasons:

Inconsistent experience: the experience was not consistent with the rest of the product.

Lack of self-management: when users had problems they couldn’t solve them themselves, so they always needed to contact support.

No error handling: we had no visibility into the reason for the error, so we needed to contact the third party.

Contacts increased and worsening experience: this resulted in complaints to our support teams as we were not able to fix the problems on the spot, which translated to a negative user experience. In fact, the most repeated topic to our support teams about online events was related to this.

Imagine you are a Creator creating an online event. A core part of the experience is adding Zoom.

With this new ability users (aka Creators) are able to directly connect Eventbrite with their Zoom Account, and once connected they can create new or add existing meetings/webinars to their online events directly from Eventbrite (no access to Zoom needed), in just a few clicks, with good performance, a consistent experience with the rest of the product and without looking like they have left Eventbrite, and in case of failures they are shown the error and what to do to fix it.

This ability was important because it allows users to manage their online events from one place with a unified experience, thus reducing time and complexity and enabling them to solve problems autonomously without having to contact support.

When I want to talk about the evolution of a product that already existed and has evolved, or if it has been improved I like to use a format of "How it started" vs. "How it's going."

I make comparisons of before and after since visually it helps a lot to understand the impact obtained. It can also be used for other product ceremonies, such as product reviews, where you want to analyze the impact of what's out now and what to expect (you can play around with the copy/message).

Overall, this project was very successful. We made a large improvement to the experience for the customer.

One lesson was since there was a third party involved uncertainty increased. Here are a few things I would do if I did it all over again:

I would try to spend more time identifying corner cases and possible risks that could lead to user problems.

I would do a pre-mortem with the whole team to identify future risks and define how to mitigate them.

I would add people from the support team from day 1 in the project to get direct feedback and be able to focus on what is most relevant for the user.

Lucas Adrián

This was a presentation for a Results Review that I led around a critical integration between Zoom and the Eventbrite platform.

This was a presentation for a Results Review that Lucas led around a critical integration between Zoom and the Eventbrite platform.

Results review for Zoom integration at Eventbrite

Tips from my review

What we're building

New integration

The solution

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