2026
I designed key parts of the experience, including the refund screen, the enter amount flow, and SeatGeek and Team credit container.
I am leading the ongoing branding for SeatGeek Credit, defining how it would be surfaced and understood throughout the fan journey, and coordinating work across web, native, and stakeholder teams to keep the experience aligned with company priorities and a cohesive long-term vision.
A canceled event shouldn’t trap thousands of dollars in a one-time promo code.
In COVID, SeatGeek needed a fast way to handle canceled events without defaulting to cash payouts at scale. The team built with infrastructure they already had. Promo codes for the original order value plus a 20% bonus. It was a practical short-term fix, but it created a long-term product problem.
Pomo codes were a poor refund method. They preserved value in theory, but not in a way that was easy to use. This resulted in both customer friction and operational cost.
Each year, promo code issues drove 25,374CX contacts, about 13 minutes per contact, and an estimated $89,912 in total CX cost, plus 207 hours of manual promo replenishment work.
This gave the team a clear operational target to reduce CX costs by ~80%. Automating the entire process would transform refunds from a support-heavy experience into a seamless one.
What it unlocked
We knew SeatGeek Credit could provide more value than only supporting refunds. During an onsite, we brought together stakeholders across the company to explore what else we could unlock. Together, we identified opportunities to strengthen long-term fan loyalty to SeatGeek, power partnership incentives, contribution rewards, and future loyalty programs.
SeatGeek Credits could be the foundation for a broader platform that kept value in the SeatGeek ecosystem and gave fans more reasons to return.
