Increase Payout Transparency
The diagram above displays each of the segments in each state, with errors. The status indicators of these segments are vital tool to communicating at a glance. One of my goals, was the eliminate the need for customers to look line by line to understand their payout. The status indicators alert a customer to look further into a section for more details.
While I had drawn out each status of each segment above, this diagram puts them all together to tell a story of each customer’s payout. While there are many permutations of this, there are three main states. This was helpful for the whole team to understand the UI and the customer journey.
The Problem:
Creators do not understand their earnings on the platform. This was evidenced by an extensive Jobs To Be Done (JTBD) research study with 250 creators of various channel sizes. The research assessed agreement to statements such as “ I have the tools I need to understand my pay” and “Twitch makes it easy to predict how much will come out of may payout from taxes and fees”. This research served as the roadmap for increasing payout transparency for creators who earn on the platform. Our goal was to increase the satisfaction of creators as measured by the JTBD and re-evaluate next quarter.
This arc of work aimed to better communicate the taxes, fess and withholdings deducted from earnings. The platform has a $50 payout threshold that creators must earn in order to receive their pay, the dashboard needs to effectively communicate the threshold and progress towards reaching. The final checkpoint to receiving your pay is to set up a payout method, to receive your pay by direct deposit, check etc.
In addition to measuring the success of the design changes against the JTBD framework, our team measured the number of customer support calls relating to earnings, payout threshold and payout method.
The Solution:
Increasing transparency of this information had a few tenants: highlight when the next payout would be expected (in plain language), show earnings and deductions, clearly indicate status towards payout threshold, clearly indicate status of the payout method.
Company
Twitch
Role
Design Lead
Year
2022-2023
✦ Web application ✦ Creator Payouts
In these iterations, I explored using a pie chart to visualize earnings and deductions although ultimately felt it wasn’t the right visualization of the information. I experimented with having a summary section with headline stating “earnings on date”.
Final Designs
The final design, show here with anonymous but real customer data. For design of this nature, I prefer to show final design with real data for most realistic results. For this, I worked with my engineering partner to find real customer data to add to the designs.
The second example of the final design with real customer data.
The design adapted for responsive breakpoints.
The final design with the explainer text. One of the challenges of designing for this team was the negotiations between copy and legal. Striking the balance between being clear and concise, too transparent, not transparent enough or too much legalese. There is no better example of this than the explainer text, which is why I have included it here.
Results:
The JTBD survey assessment run the following quarter noticed an significant increase in agreements of statements such as “Twitch makes it easy to predict how much will come out of may payout from taxes and fees”. Customer support calls for earnings and withholdings decreased to 0 in the following 3 months.