Case Study: Stellar Stream Page Update
THE CHALLENGE: Streaming a live event was new to many of our users. We needed to give them plenty of guidance and provide help for them at appropriate stages in their journey.
THE SOLUTION: Create FAQs, on-screen guidance, and a help center to make sure users were supported every step of the way.
HOW I HELPED:
Worked with the product and design teams to evaluate the existing design, analyze user feedback and create updated designs. .
Worked with the partner support team to understand the user problems and form a hypothesis about the type of content needed to address the most common user problems. .
Analyzed user data and customer service caseload to gauge the success of our designs.
Stellar Streaming Page
The original Stellar stream page was minimal with very little content aside from the video screen and the chat. I collaborated with the product designer to update the page, adding content to address the most frequent customer questions and problems. We gathered information from the user chat during broadcasts and the customer service team to determine the improvements we needed to make.
BEFORE: This is the original stream page.
AFTER: The updated stream page. New components are highlighted in red:
(1) A help module with FAQ,
(2) Icon labels for accessibility
(3) A message that appears during the pre-stream state to let viewers know they’re in the right place, and let them know what will happen when the stream starts.
(4) A lightweight onboarding to get viewers signed in to the chat.
FAQ DETAIL: The questions for the FAQ were determined by:
(1) The most common questions asked by viewers in chat
(2) The most common questions asked on customer support before and during the stream.
Results
After the stream page was updated, tech support questions to customer support reduced significantly. Before the update, the customer support team was busy from a few hours before the stream until several hours after the stream. After the update, customer support questions before and during the stream were noticeably less, and the majority of cases now came in after the stream, with topics other than technical issues.