Description: AWS invites hundreds of thousands of customers from around the world to learn about its industry leading cloud services and products. These range from small, free summits to major events like reInvent where 50K people attend. Powering all of these events is a technology platform that
manages attendee registrations, session management, onsite check-ins, sponsorships and more.
Goals
Empower event owners to create consistant event registration forms
Make the form building tools flexible and scalable
Create a simple, consistant and pain free registration experience for attendees
Phase: Discover
THE STAKEHOLDERS
The Event Management Platform has a diverse range of stakeholders from the people who attend events to the people that manage them.
PROBLEMS
Attendees were not able to register for events easily on mobile devices
Events from different regions have inconsistant branding and user experiences
The registration experience was insecure and not fully accessible
Poorly designed forms lead to costly customer support escalations
COLLECTING DATA
I oversaw several methods of data collection and user feedback from our event attendees. This includes incentivized surveys, user interviews, and the planning of analytics for the mobile apps and websites.
Concluding my discovery phase were a series of in person and over the phone interviews with the various stakeholders.
Phase: Define
FLOWS
My define phase entailed creating a series of flows that aligned with the project requirements.
Defining the stakeholder touchpoints
Defining the Event Owner flow
Defining the General Attendee flow
Phase: Develop
WHITEBOARD SESSIONS
I lead whiteboarding sessions to gain consensus on the designs we needed to develop.
REFINING WIRES
When needed I developed high fidelity wires with success and errors states.
THE DESIGN SYSTEM
The team leadership made the decision to use the same AWS design system as the core of many of the organization's leading cloud products.
There were trade offs in that decision but despite the creative constraints I believed we could still deliver a high quality user experience. In addition leveraging the in-house design system
Seamlessly supported responsiveness and localization
Helped us deliver accessibility compliant with WCAG 2.0
Allowed the team to focus on delivering higher impact features
Gave us the benefit of usability and research data
Above you can see the accessibility score measured by Google Lighthouse for the AWS Hong Kong Summit. If even one customer with accessibility needs can't complete and manage an event registration then we haven't delivered a good experience.
Phase: Deliver
WHAT WE REPLACED
Before our roll-out global event forms were inconsistant, insecure and provided a poor user experience.
WHAT WE LAUNCHED
In early 2019 we launched the first phase of our platform for the Hong Kong Summit
It additionaly supported the attendee event portal, emails and the onsite check-in kiosk
In 2020 the platform and form builder will be used to power several events
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