StubHub: Storyboarding
Background
Our storyboard work was part of the UX team's ongoing effort to create a culture of customer experience within StubHub. The goal is to use the storyboard to humanize the StubHub Customer Experience Map and tell a compelling narrative that helps Stubbers develop a deep empathy for our customers. The storyboard depicts 10 frames with key moments in the customer journey. Each moment maps back to a specific "phase" of the Customer Experience Map so that the connection between the two is clear.
There are no solutions offered in the frames--instead they are used to identify problems and opportunities that if solved would have a meaningful impact.
Role
Chief instigator who provided design direction and led evangelization.
Storyboard: Eve goes to a concert
Evangelization
The storyboard was prominently displayed in the office and we created portable versions of the storyboard that employees could always have on hand for working sessions. An example of this is the accordion booklet which depicts the customer experience map and the entire story of Eve on the front and the back details the numerous ways to use the storyboard. All of its uses map back to our core company values: 'be the customer', 'innovate', and 'execute’.
