A presentation at Scaling User Research by The Research Thing
Balancing Quantity and Quality in Scaling User Research Lin, Min-Jung Product Designer at ATG Entertainment 30/09/2024
The Challenge of Scaling Research The Challenge of Scaling Research How do we keep depth while increasing the breadth of research? Quantity vs. Quality Sensitivity: Internal Use Audiences from all over the world Online ticketing 2
Case Study Case study: Scaling Research in Digital Ticket Unlike other online ticketing platforms on the market, we’re a venue operator. 38 venues Diverse audiences present both an opportunity and a challenge. Sensitivity: Internal Use 21 venues West End / Broadway 5 venues Arena 3
Techniques Techniques for Maintaining Quality at Scale User segmentation Focus group Consistent research templates Microsoft PowerPoint Focus on what matters— use segmentation and consistency. Sensitivity: Internal Use 4
Collaboration Collaborating Across Teams to Ensure Quality Our front-of-house staff provided invaluable insights into how ticketing changes affected customers directly. Quality improves when teams work together. Sensitivity: Internal Use 5
Tools Tools for Balancing Quantity with Quality Unmoderated user testing Automated survey Real-time analytics dashboard Even with low traffic in My account (13K), using automated survey, we received 500+ responses in a week. Sensitivity: Internal Use 6
Key takeaways Key Takeaways • User segmentation • Collaborate across teams • Leverage the right tools Start small—balance scale and quality in your next research project. Sensitivity: Internal Use 7
Contact me Further questions? Contact me • Lin, Min-Jung • Product Designer at ATG Entertainment • Connect with me on LinkedIn https://www.linkedin.com/in/linminjung • min-junglin@atgentertainment.com Sensitivity: Internal Use 8
Lin Min-Jung, Product Designer, Ambassador Theatre Group
Scaling user research is a balancing act between gathering more data and keeping insights actionable. Min-Jung will share strategies from her work in live performance venues, focusing on maintaining research quality in fast-paced environments, and how to ensure cross-team collaboration leads to impactful outcomes.
Min-Jung is a Product Designer at ATG Entertainment, specializing in venue operations, online ticketing, and live performance production. She has worked in industries like live entertainment, education, non-profits, sports betting, and fintech across Australia and the UK, delivering scalable, user-centered solutions.
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