D2: Fix The Ticketmaster Post‑booking Experience
How to diagnose and fix Ticketmaster's worst post-booking experience
Ticketmaster’s biggest problems are well-known: junk fees, predatory resale, and a queue that crashes when demand spikes. That happens before the booking. But what happens after the purchase?
Improve the Worst Post-Booking Experience for Ticketmaster
Comprehend the Situation
Scope: Post-booking spans from purchase confirmation to days after the event.
Clarifying questions:
Post-event support volume: What percentage of CS tickets are filed after the event ends? Top five categories?
Definition of “worst”: Optimizing for frequency, severity, or business cost (LTV damage)?
Assumptions:
App telemetry and post-event NPS data available, segmented by event type and seat tier
PM authority over the full post-booking surface: confirmation, ticket delivery, in-venue features, post-event communications
Success means higher NPS and repeat purchase rate, not just lower CS volume
Critical constraint: Ticketmaster doesn’t control the performer, venue acoustics, or concession operators. It controls every digital touchpoint before, during, and after the event — a surface that remains untouched.
