### **Overview**

In my role at TicketSwap, I targeted a critical challenge: improving the user experience by reducing the drop-off rate in the ticket listing process. This project was a chance to apply my skills in user research, UX/UI design, and system integration towards meaningful platform enhancement.

### **The Challenge**

A significant drop-off rate during the ticket listing process was identified as a major barrier to user satisfaction and platform growth. My goal was to identify and address the underlying issues causing users to abandon their listings.

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FIiTrVoNyG8NcaX2LE8dIqUfGhVD3%2FIOj7prNihhQRmdFR1qzr%2Ff8a3dabb-538c-4078-81ce-e5c5cf4f2fcb.png?alt=media&token=abf7d9e8-20fb-453f-850e-728813aaf46d","id":"f8a3dabb-538c-4078-81ce-e5c5cf4f2fcb","width":1440,"height":977,"filename":"Summary.png","type":"image/png","caption":"","border":false}]}
```

### **Strategic Research and Insights**

Through user interviews and analytics, I identified key pain points in the ticket listing experience. An integral part of this process was [analysing user flows](https://www.figma.com/file/suWoyZ5xawKLxT9TBKDJri/%5BTicketSwap%5D-Main-flows?type=whiteboard&node-id=0%3A1&t=CskKMvnDPcmUgf0E-1), which illuminated the complexities and stumbling blocks within the listing process. This insight was crucial for informing the targeted improvements that aimed to simplify and enhance the user journey.

### **Targeted Improvements**

**1. Enhanced Search Functionality**

I refined the event search feature to automatically open the keyboard and use geolocation, making it easier for users to find relevant events. This improvement aimed at minimizing user effort and enhancing the intuitiveness of the platform.

**2. Efficient Listing Management**

Recognizing the need for better listing management, I developed a feature allowing users to save their current listing as a draft and easily start a new one. This solution directly addressed user feedback about the risk of losing progress and simplified the management of multiple listings.

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FIiTrVoNyG8NcaX2LE8dIqUfGhVD3%2FIOj7prNihhQRmdFR1qzr%2Fd06339ca-5678-4fb0-9b50-330e166c83b8.png?alt=media&token=128fc93d-dc0b-46b9-b0fa-254790a513aa","id":"d06339ca-5678-4fb0-9b50-330e166c83b8","width":1440,"height":1002,"filename":"Summary.png","type":"image/png","caption":"","border":false}]}
```

### **Key Solution: 'Sell on TicketSwap' Button**

Building on the insights and initial improvements, I introduced the 'Sell on TicketSwap' button—a transformative feature designed to streamline the entire ticket listing process:

* **Integration with Ticketing Platforms**: Leveraging partnerships with ticketing platforms, the 'Sell on TicketSwap' button was integrated into ticket confirmation emails, enabling a direct and seamless ticket import process.

* **Automatic Event Creation**: This feature not only facilitated easy ticket uploads but also automated the creation of related events if they weren't already listed on the platform, thereby addressing a significant user pain point.

* **User Benefit**: By eliminating manual data entry, this significantly reduced the time and effort required to list a ticket, directly impacting the drop-off rate and enhancing the user experience.

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FIiTrVoNyG8NcaX2LE8dIqUfGhVD3%2FIOj7prNihhQRmdFR1qzr%2F2e81eb1a-205c-4da7-85ce-ebecd55eeab7.png?alt=media&token=16e8030c-ddc9-4524-8854-20453a3e11a1","id":"2e81eb1a-205c-4da7-85ce-ebecd55eeab7","width":1440,"height":841,"filename":"Summary.png","type":"image/png","caption":"","border":false}]}
```

### **Impact and Reflection**

The introduction of the 'Sell on TicketSwap' button, along with improvements in search functionality and listing management, marked a significant step towards solving the initial challenge. Early feedback has been overwhelmingly positive, indicating a potential reduction in drop-off rates and an increase in user satisfaction and engagement.

Optimising Ticket Listing on TicketSwap

### **Overview**

Medito, a free, charitable meditation app alternative to Calm and Headspace, faced a critical challenge: simplifying the donation process to encourage more users to support the app through contributions. By offering a straightforward and secure donation flow, Medito aimed to increase its funding to maintain and expand its offerings.

### **The Challenge**

Potential donors were discouraged by a complex donation process, similar to the dilemma faced when attempting to contribute to charities, where excessive information requirements often lead to abandonment. This issue threatened Medito’s ability to secure essential funds for operation and growth.

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FIiTrVoNyG8NcaX2LE8dIqUfGhVD3%2FsHDkUqPupZiqV1GsA0tc%2F17316f98-8267-4629-adce-c794552d2c3c.png?alt=media&token=904cb5e6-dbd9-408a-9ee5-70caf57e417e","id":"17316f98-8267-4629-adce-c794552d2c3c","width":1440,"height":1024,"filename":"Summary.png","type":"image/png","caption":"","border":false}]}
```

### **Strategic Approach**

To tackle this challenge, I embarked on a comprehensive project that involved:

* **Competitor Audit**: I analysed best practices among non-profit organisations, focusing on their donation processes, the clarity of their giving cases, and the user journey in making contributions.

* **Stakeholder Interviews**: Collaborating with Medito’s Fundraising Manager, we defined the project's success vision and aligned on needs based on insights from the competitor audit.

* **Qualitative User Research**: Feedback from social media and direct communications provided valuable insights into user preferences and pain points.

* **Technical Feasibility**: Discussions with Medito’s Mobile Developers revealed limitations within the Google in-App purchase flow, such as the inability to enter custom donation amounts.

* **Inspiration and Concepts**: Exploring Dribbble and other apps for innovative ideas broadened my perspective.

* **Quantitative User Research**: Analysis of data from Google Analytics and Stripe from Medito’s previous donation flow offered further insights to inform our strategy.

### **Solution**

The core of our solution was a simplified, reassuring donation flow, integrating Google Pay to streamline the process and gathering email addresses in a GDPR-compliant manner for future donation appeals. This approach aimed to reduce friction and encourage more users to donate.

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FIiTrVoNyG8NcaX2LE8dIqUfGhVD3%2FsHDkUqPupZiqV1GsA0tc%2Fb54f4241-16de-43d0-9561-1c1910b35b10.png?alt=media&token=fc07c969-e574-4f36-bf90-6f82263d0242","id":"b54f4241-16de-43d0-9561-1c1910b35b10","width":2880,"height":2048,"filename":"Design.png","type":"image/png","caption":"","border":false},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FIiTrVoNyG8NcaX2LE8dIqUfGhVD3%2FsHDkUqPupZiqV1GsA0tc%2F97be6faf-8a5b-48ea-ba17-64e6781c5f34.png?alt=media&token=e3f777f6-abde-40d1-b353-3cc673b2b07c","id":"97be6faf-8a5b-48ea-ba17-64e6781c5f34","width":2880,"height":2048,"filename":"Design-1.png","type":"image/png","caption":"","border":false}]}
```

### **Results**

Post-implementation, Medito experienced a significant positive impact on its donation metrics:

* **Average Spend per Customer**: Increased to $12.

* **Monthly Recurring Revenue (MRR)**: Saw a 13% increase.

* **Change in Successful Transactions**: Grew by 39%.

### **Conclusion**

The project’s success underscored the importance of understanding user needs and technical limitations in crafting a user-friendly donation experience. By focusing on simplifying the donation process and ensuring a seamless flow, we not only enhanced user satisfaction but also significantly boosted Medito’s financial support, enabling the continuation and expansion of its valuable service. This case study highlights my ability to integrate user-centered design with technical realities to achieve tangible business outcomes, demonstrating my potential as a valuable asset to any team focused on enhancing user experience and engagement.

Simplifying Donations on Medito

Product Designer

Medito wins Best Apps for Good

Mission-driven and user-friendly, Google Apps for Good address some of the most pressing issues we face as a society. They’re a reminder of our power to change ourselves and the world around us.\
Also, (very) tiny mention in this [Techcrunch article](https://techcrunch.com/2020/12/01/google-plays-best-of-2020-awards-highlight-the-stressful-year-its-been/)

The Best Meditation Apps

Medito was featured in articles by the Daily Express and Daily Mirror, following a recent systematic review conducted by a team at the University of Bath

Could mindfulness boost the benefits of your workout?

10 Best Meditation Apps Of 2024

[Read Case Study](https://read.cv/bonjour/IOj7prNihhQRmdFR1qzr)

Optimising Ticket Listing

Store assets

[Read Case Study](https://read.cv/bonjour/sHDkUqPupZiqV1GsA0tc)

Simplifying Donations

* Researched and designed [iOS](https://apps.apple.com/gb/app/moneysupermarket/id935274056) and [Android](https://play.google.com/store/apps/details?id=com.moneysupermarket.phoenix) app journeys, improving user experience and helping users save over £1.1 billion by finding better-priced services.

* Collaborated with Developers, Product Managers, and Designers to update app designs for organisational rebranding.

* Focused on optimising complex user journeys, enhancing app pathways to streamline experiences and increase user satisfaction.

* Developed and implemented a comprehensive design system and component library, enhancing web interface usability.

* Conducted workshops, data analysis, and interviews with internal and external stakeholders to improve user engagement and experience.

* Led Figma training sessions for the team, enhancing design capabilities.

Senior Product Designer

* Served as the inaugural Senior Product Designer for Rain's European branch, independently managing the creation of the app's first version, navigating complex financial and regulatory requirements.

* Transitioned to the US team, enhancing the onboarding and reward flows to boost retention and encourage sign-ups via referral, and refined the cash out process and Home Screen, adhering to US regulatory standards.

* Initiated the development of the [iOS](https://apps.apple.com/us/app/rain-instant-pay/id1492069669) and [Android](https://play.google.com/store/apps/details?id=us.rain.app&hl=en&gl=US) design system for consistent user experiences.

* Contributed to the research, creation, and launch of a new user profile interface, enhancing the social experience for 30 million users in dating, friendship, and meeting new people.

* Improved the overall usability of Android, iOS, and web apps, collaborating with a remote global team of over 60 members.

* Initiated Medito in April 2019 with the founding team, steering its growth from a side project to a prominent [iOS](https://apps.apple.com/us/app/medito-meditation-wellness/id1500780518?ls=1) and [Android](https://play.google.com/store/apps/details?id=meditofoundation.medito) meditation app, attracting over 3 million users, earning accolades from Google, and securing multiple awards—all on a minimal budget.

* Transitioned from a volunteer role to Head of Product as the project grew, in recognition of my pivotal contributions to product design and development, marking a professional shift that underscored my commitment to Medito's mission.

* As Head of Product, redirected efforts from design to strategic oversight, leading a remote development team, enhancing user engagement, and correcting strategic missteps, significantly boosting the platform's growth and impact.

* Established research partnerships with academic bodies, including the University of Bath, enhancing the app's foundation on validated principles and setting a benchmark in free meditation resources, distinguishing Medito from competitors like Headspace.

Head of Product

* UX and research, employing user interviews, data analysis, user flows, information architecture, and workshops, including Google Design Sprints.

* UI design for iOS, Android, and web platforms, with a strong focus on developing component libraries and design systems tailored to each project's needs.

* Provided services to a diverse client portfolio across fintech, wellbeing, governmental, and SaaS sectors, including work for Backbase, PureGym, Urala, TicketSwap, and BPN.

Romain

2024