Brief

WHAT IS RIVET?

Rivet is a platform that helps artists and creators identify, retain, and nurture their most engaged fans. Its goal is to help creators analyze and optimize fan engagement and empower them with new avenues for monetizing their audiences directly.

I have been working with Rivet for just over 3 years as a product designer.

Please note that due to confidentiality agreements, I am unable to share full details about specific features and processes I have worked on at this time. However, I've done my best to outline some of my contributions below!

SCOPE

Over the course of my time with Rivet, I have worked on creating new designs for Rivet's desktop and mobile websites (as well as dabbling in creating graphics and streamlining branding).

I have contributed to several features of the platform over the years, but three of the key projects for which I spearheaded the design process were:
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Key Features

🚀 REDESIGNING RIVET'S PUSH SYSTEM

Rivet's Push feature is an in-platform email builder that allows artists to create and send fully customizable emails ("pushes") to targeted fan segments, serving as a direct communication tool.

With options to select templates, view drafts and sent messages, and reply to fan responses, it plays a key role in Rivet's CRM functionality for enhancing fan engagement.

[add about redesign + Sam help + timeline (dates)]

a. PROBLEM

When I joined Rivet, .....

Via user feedback, we were able to gather that this feature presented several challenges that disrupted the user's experience and efficiency, including but not limited to:

Users found the process of creating and formatting emails daunting, with the interface being too elaborate and lacking intuitive tools or guidance to streamline the process.
Many users were unsure of what to write about in the first place, highlighting a need for inspiration or prompts within the feature.
The interface setup made it difficult to distinguish between Sent, Draft, and Scheduled messages, confusing some users. This disorganization also disrupted the workflow for creating new pushes, as users had to navigate through cluttered and unclear interfaces. <- wanted sending a push to be the main point of the page but users were getting distracted

This led to the question...

"How might we more clearly segment and streamline the process for sending and viewing Pushes, making this feature appear visually more engaging and overall less daunting for the user?"

b. GOALS

My goals for this redesign were

c. RESEARCH

COMPETITIVE ANALYSIS

Using the insights gained from user feedback, I organized them into an affinity map that split the redesign process into 3 sections: notes on creating Pushes, notes on viewing Pushes, and notes on the interface of the entire process in general.

AFFINITY MAPPING

Using the insights gained from user feedback and competitive analysis, I organized them into an affinity map that split the redesign process into 3 sections: notes on creating Pushes, notes on viewing Pushes, and notes on the interface of the entire process in general.

KEY TAKEAWAYS (??)

d. IDEATION

LOW FIDELITY WIREFRAMES

(talk about segmenting processes via nav bar)

MID FIDELITY WIREFRAMES

(Add notes about design system)

USABILITY TESTING

We conducted 8 usability sessions with artists on the platform. Almost 50% of users in our usability sessions were hesitating or getting completely stuck on the Create New Push page.

They selected a template and expected to move to the next page immediately, frequently missing the second step: selecting a recipient. The “Start new push” button remained gray, but many users were unable to pinpoint that they'd skipped over step #2.

This proved to be even more challenging when the user was new and had no contacts (as shown above). In this scenario, the user was presented with two purple buttons that they interpreted as separate from the push setup flow. (address this in solution)

Another note from users was that they didn't know what to expect when clicking on the “Template” tiles, which aligned with notes from competitive analysis in which most other platforms made it so that users were able to see a preview of the template before selecting it. (talk about beginning issue where users didn't know what to write etc)

Since the template preview issue was a smaller cog in the “Create New Push” flow, I decided to address this first. With direction from the Product team, I designed standard templates for each occasion via Rivet's email builder. Then, I designed a way for users to preview these templates and select them when looking to create a new Push.

This new template preview and selection method also proved to align more closely with Rivet's new design system and contributed to the interactive, sleek look we were trying to achieve.

To address

I wondered: What was the reasoning behind the “Send to” step being on this page in the first place (rather than after the push editor)?

This new template preview and selection method also proved to align more closely with Rivet's new design system and contributed to the interactive, sleek look we were trying to achieve.