Pay Creators Faster

Pay Creators Faster

Company Twitch

Role Design Lead

Year 2022

Web application | Creator Payouts

The Problem

Creators struggled to comprehend their earnings on the platform. Extensive Jobs To Be Done (JTBD) research with 250 creators of varying channel sizes revealed gaps in understanding. The study measured agreement with statements like "I have the tools I need to understand my pay" and assessed awareness of tax and fee deductions.

This initiative focused on communicating taxes, fees, and withholdings. Key barriers included: a $50 payout threshold creators must reach, and the requirement to establish a payout method for receiving compensation via direct deposit or check.

Success metrics included JTBD framework reassessment and tracking customer support inquiries related to earnings, thresholds, and payout methods.

The Solution

The redesign implemented four core principles: highlight expected payout dates in plain language, display earnings and deductions clearly, indicate progress toward the payout threshold, and communicate payout method status.

The designer explored pie chart visualizations initially but ultimately rejected this approach. The final design incorporated real customer data to demonstrate realistic outcomes. Responsive design adaptations addressed multiple breakpoints.

A significant challenge involved balancing clarity with legal requirements—ensuring transparency without excessive jargon or insufficient disclosure.

Results

Subsequent JTBD survey results showed marked improvement in creator confidence regarding tax and fee predictions. Customer support calls regarding earnings and withholdings dropped to zero within three months following launch.