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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 & Entertainment
Duration
6 months
Check Live Tool ➡️
My Responsibilities
Led complete product design lifecycle from discovery to launch, including stakeholder research, system architecture, wireframing, UI design, usability testing, and cross-functional collaboration for responsive web and mobile experiences.
The Challenge
MLSE provides employees with game tickets (Leafs, Raptors, TFC) as part of their benefits package. Premium tickets like courtside seats are offered at cost, and employees pay only taxes rather than the full market value. However, Ontario's $500 annual tax benefit limit means employees must track and report excess amounts.
The existing manual system created significant problems:
Compliance Risk: No automated tracking of taxable benefits over $500 threshold
Operational Inefficiency: Spreadsheet-based transfers led to unused premium inventory
User Frustration: Employees couldn't see spending history or tax implications
Revenue Loss: Poor visibility resulted in expired, unused tickets
High-Level Goals
Primary Business Objectives:
Ensure 100% tax compliance with Ontario's $500 benefit threshold to eliminate regulatory risk
Maximize ticket utilization by streamlining transfers and reducing expired inventory
Automate Finance operations to eliminate manual tax calculations and reporting errors
User Experience Goals:
Create transparency so employees understand their tax implications before accepting tickets
Reduce friction in ticket transfers to encourage sharing and prevent waste
Build trust through clear, real-time spending visibility and automated accuracy
Technical & Organizational Goals:
Replace legacy spreadsheet system with a scalable, maintainable digital platform
Integrate with existing HR/Finance workflows to minimize operational disruption
Design for growth to accommodate future events, venues, and benefit types
Strategic Approach
As the founding Product Designer on the Engineering team, I identified this as both a compliance necessity and an employee experience opportunity. My strategy focused on transforming a reactive compliance tool into a proactive benefits management platform.
The Solution
Designed and launched a comprehensive Ticket Tracking System (TTS) that automated tax compliance while creating transparency and efficiency across the entire ticket lifecycle.
Key features delivered
Employee Dashboard
Real-time spending tracker with $500 tax threshold visibility
Historical transaction views and upcoming events calendar
One-click ticket transfers with automated notifications
Administrative Tools
Bulk ticket uploads and assignment workflows
Automated tax reporting for Finance and HR teams
Advanced analytics and utilization reporting
Compliance Engine
Automatic calculation of taxable benefits above $500 limit
Year-end tax reporting integration
Audit trail for all transactions
Business Impact
Check Live Tool ➡️
My Responsibilities
Led complete product design lifecycle from discovery to launch, including stakeholder research, system architecture, wireframing, UI design, usability testing, and cross-functional collaboration for responsive web and mobile experiences.
The Challenge
MLSE provides employees with game tickets (Leafs, Raptors, TFC) as part of their benefits package. Premium tickets like courtside seats are offered at cost, and employees pay only taxes rather than the full market value. However, Ontario's $500 annual tax benefit limit means employees must track and report excess amounts.
The existing manual system created significant problems:
Compliance Risk: No automated tracking of taxable benefits over $500 threshold
Operational Inefficiency: Spreadsheet-based transfers led to unused premium inventory
User Frustration: Employees couldn't see spending history or tax implications
Revenue Loss: Poor visibility resulted in expired, unused tickets
High-Level Goals
Primary Business Objectives:
Ensure 100% tax compliance with Ontario's $500 benefit threshold to eliminate regulatory risk
Maximize ticket utilization by streamlining transfers and reducing expired inventory
Automate Finance operations to eliminate manual tax calculations and reporting errors
User Experience Goals:
Create transparency so employees understand their tax implications before accepting tickets
Reduce friction in ticket transfers to encourage sharing and prevent waste
Build trust through clear, real-time spending visibility and automated accuracy
Technical & Organizational Goals:
Replace legacy spreadsheet system with a scalable, maintainable digital platform
Integrate with existing HR/Finance workflows to minimize operational disruption
Design for growth to accommodate future events, venues, and benefit types
Strategic Approach
As the founding Product Designer on the Engineering team, I identified this as both a compliance necessity and an employee experience opportunity. My strategy focused on transforming a reactive compliance tool into a proactive benefits management platform.
The Solution
Designed and launched a comprehensive Ticket Tracking System (TTS) that automated tax compliance while creating transparency and efficiency across the entire ticket lifecycle.
Key features delivered
Employee Dashboard
Real-time spending tracker with $500 tax threshold visibility
Historical transaction views and upcoming events calendar
One-click ticket transfers with automated notifications
Administrative Tools
Bulk ticket uploads and assignment workflows
Automated tax reporting for Finance and HR teams
Advanced analytics and utilization reporting
Compliance Engine
Automatic calculation of taxable benefits above $500 limit
Year-end tax reporting integration
Audit trail for all transactions
Business 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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0-1: Building An Automated Ticket Tracking System
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Layla Tait
@ 2025 by Layla Tait
Layla Tait
@ 2025 by Layla Tait
Layla Tait
@ 2025 by Layla Tait