Case Study · Shipped
Payout Transparency
Redesigning Twitch creator earnings — support calls dropped to zero in 3 months.
- Role
- Design Lead, Twitch.
Support calls
Earnings-related support tickets dropped to zero within three months of launch.
Creator confidence
Post-launch JTBD survey showed marked improvement in creators' ability to predict taxes and fees.
Creators researched
Pre-launch JTBD study with 250 creators across channel sizes informed the redesign.
Increase Payout Transparency
The diagram displays each segment in various states with error indicators. Status indicators serve as vital communication tools, allowing customers to understand their payout at a glance rather than reviewing line by line.
The Problem
Creators struggle to understand their earnings on the platform. Extensive Jobs To Be Done (JTBD) research with 250 creators revealed gaps in comprehension regarding earnings, taxes, and fees. The research assessed agreement with statements including "I have the tools I need to understand my pay" and predictability of deductions. Key barriers included a $50 payout threshold and the need to establish payout methods. Success was measured through JTBD framework assessments and tracking customer support calls related to earnings and payouts.
The Solution
Transparency improvements included: highlighting expected payout dates in plain language, displaying earnings and deductions clearly, indicating progress toward payout threshold status, and showing payout method setup status.
Company Twitch
Role Design Lead
Year 2022-2023
Web application, Creator Payouts
Initial iterations explored pie charts for visualizing earnings versus deductions, though this approach proved suboptimal. The team experimented with summary sections featuring earnings headlines.
Final Designs
Final designs incorporated anonymous but authentic customer data. The designer collaborated with engineering to source real customer information for realistic representation. The design adapted across responsive breakpoints and included explainer text balancing clarity with legal requirements—a notable negotiation between copy and legal teams.
Results
The following quarter's JTBD assessment showed significant improvement in agreement with statements about predicting payout deductions. Customer support calls regarding earnings and withholdings decreased to zero within three months.