Overview
Liquid+ is a fan engagement service that builds meaningful connections to fans by delivering unique and exciting content in the form of Quests, Experiences, and other items.
I led the design of the management experience of Quests, helping the content team build and manage Quests for the service easily.
Projected Impact
- Task completion times decrease by ~10–20%.
- Customer effort reduced by up to 70%.
- Errors drop by ~80–90% when adding Broadcasts.
The Problem
Quests are the primary driver of engagement on Liquid+. But in order to sustain engagement long-term they had to be able to deliver many different kinds of experiences.
This requirement created a very complex feature that would be difficult to manage, so a solution was needed to simplify the creation and management experience of Quests, helping staff focus on the most important part of their jobs, crafting great experiences for fans.
Goals
- Simplify the complexity of Quests to deliver an easy to use experience.
- Speed up the user journey with tasks that repeated (objectives).
- Deliver a friendly experience that helped staff learn how to be successful.
- Formalize interactions that behaved similarly so they could be used across the CMS.
