Skip to content

SeatGeek — Redesigning Internal Processes to Deliver a Better Customer Experience

Client:

Impact:

SeatGeek, a full stack live entertainment ticketing solution for venues and teams, engaged XPLANE to visualize their client journey in order to streamline, clarify, and enhance their client and employee experience.

“I was impressed how XPLANE adapted exercises and redirected coversations on the spot to “scratch below the surface” of our discussions to get at richer layers of meaning.”

– Danielle du Toit, President of SeatGeek Enterprise

 

Seat Geek Discovery Session

“I don’t think we realized how productive visual thinking can be. XPLANE shed light on a different way of doing things.”

– Oliver Martin, SeatGeek Enterprise Chief of Staff

“I don’t think we realized how productive visual thinking can be. XPLANE shed light on a different way of doing things.”

– Oliver Martin, SeatGeek Enterprise Chief of Staff

Concept Sketches

“Feedback on the maps has been great. For existing employees, the maps clarify what they already know, for new hires and clients, the maps engagingly depict how our Enterprise business works.”

– Oliver Martin, SeatGeek Enterprise Chief of Staff

Explore Further

Related Worksheets

Fresh from our hardworking problem-solvers and transformation gurus, our library of skill-building resources get people engaged and aligned around change.

Customer Journey Map worksheet against yellow background

Customer Journey Mapping Worksheet

Deeply understanding and intentionally designing the interactions that your customer has with your company or product is key to putting your customer first, but doing it co-creatively with your employees is what will truly drive the culture change throughout the

Employee Experience Journey Map worksheet again yellow background

Employee Experience Journey Map Worksheet

A diagnostic tool that will help you visualize an employee’s current experience in your organization, the Employee Experience Journey Map includes “touchpoints” at which you can assess whether an employee’s experience meets their expectations.

Who/Do worksheet against yellow background

Who/Do Framework

Use this worksheet to define the audience for your story (Who) and what you want them to Do differently as a result.

Related Products

Over almost 30 years of experience are poured into products designed not only to improve your productivity, but to improve your ways of working. 

Visual Process Innovation eBook $12

A healthy process is the lifeblood in any organization. It impacts everything from efficiency and quality to customer satisfaction and employee happiness. Despite its importance, nearly all organizations struggle to create and maintain healthy and effective processes.   Our unique approach has

Related Webinars

Bust through organizational barriers with approaches that work. Our expert-led webinars offer mighty tips and tools to get you unstuck and on the road to success.