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0-1: Building An Automated Ticket Tracking System
From spreadsheets to seamless automated software: designed a ticket management tool that boosted transfers 160% and achieved 98% user satisfaction
Role
Product Designer
Industry
Sports
Duration
6 months
Check Live Tool ➡️
My Responsibilities
Led end-to-end design process, including research, information architecture, wireframing, UI design, usability testing, and developer collaboration for both desktop and mobile versions.
The Challenge
MLSE (Maple Leaf Sports & Entertainment), a leading sports entertainment company, offers its staff tickets to Leafs, Raptors, and other games as perks.
However, these ticket allocations were managed through spreadsheets on a legacy system, leading to unused tickets and lost revenue opportunities, employee frustration and confusion, tax reporting delays, compliance issues, and operational inefficiencies.
High-Level Goals
Design a UI aligned with MLSE branding to create a seamless and user-friendly experience
Streamline ticket management to increase utilization and reduce operational inefficiencies
Automate tax reporting to support HR and Finance, ensuring compliance and accuracy
Provide transparency for staff to track their tickets and taxable benefits easily
Facilitate onboarding with comprehensive documentation and training for a smooth system adoption
The Solution
As the first Product Designer on the Engineering team, I designed an automated Ticket Tracking System (TTS) that replaced manual spreadsheets with an intuitive digital management tool. This created clear visibility into ticket allocation and its tax implications, allowing for more efficient tracking and reporting. Additionally, the system streamlined ticket transfers and improved overall utilization, ensuring smoother operations and better resource management.
Key Features
For Admins: Advanced tracking capabilities, bulk uploads, and reporting tools
For Delegates: Ticket assignment and notification systems
For Staff: Personalized dashboards showing tickets and tax implications
Impact
Check Live Tool ➡️
My Responsibilities
Led end-to-end design process, including research, information architecture, wireframing, UI design, usability testing, and developer collaboration for both desktop and mobile versions.
The Challenge
MLSE (Maple Leaf Sports & Entertainment), a leading sports entertainment company, offers its staff tickets to Leafs, Raptors, and other games as perks.
However, these ticket allocations were managed through spreadsheets on a legacy system, leading to unused tickets and lost revenue opportunities, employee frustration and confusion, tax reporting delays, compliance issues, and operational inefficiencies.
High-Level Goals
Design a UI aligned with MLSE branding to create a seamless and user-friendly experience
Streamline ticket management to increase utilization and reduce operational inefficiencies
Automate tax reporting to support HR and Finance, ensuring compliance and accuracy
Provide transparency for staff to track their tickets and taxable benefits easily
Facilitate onboarding with comprehensive documentation and training for a smooth system adoption
The Solution
As the first Product Designer on the Engineering team, I designed an automated Ticket Tracking System (TTS) that replaced manual spreadsheets with an intuitive digital management tool. This created clear visibility into ticket allocation and its tax implications, allowing for more efficient tracking and reporting. Additionally, the system streamlined ticket transfers and improved overall utilization, ensuring smoother operations and better resource management.
Key Features
For Admins: Advanced tracking capabilities, bulk uploads, and reporting tools
For Delegates: Ticket assignment and notification systems
For Staff: Personalized dashboards showing tickets and tax implications
Impact
Reviews
Reviews
"Layla played a crucial role in transforming the UX for MLSE's employee benefits calculation project. From prototyping to productionization, she gathered stakeholder requirements, iterated designs collaboratively, and ensured technical feasibility through meticulous wireframing and engineering alignment. Despite limited meeting time, Layla's proactive approach led to the project's successful company-wide launch, earning exceptional user feedback."
"Layla played a crucial role in transforming the UX for MLSE's employee benefits calculation project. From prototyping to productionization, she gathered stakeholder requirements, iterated designs collaboratively, and ensured technical feasibility through meticulous wireframing and engineering alignment. Despite limited meeting time, Layla's proactive approach led to the project's successful company-wide launch, earning exceptional user feedback."
Andy
Senior Engineer Manager
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Layla Tait
@ 2025 by Layla Tait
Layla Tait
@ 2025 by Layla Tait
Layla Tait
@ 2025 by Layla Tait