Messaging on the Live-streaming Platform

As a Product Designer at Multi Media LLC, I enhanced video streaming, streaming controls, and chat features for the live-streaming platform with 1 million daily active users.

One notable project I led was a major overhaul of the messaging system that increased message-sending rate between users and opened up additional monetization opportunities.

Introduction

Messaging is a core channel for creator–viewer connection and monetization, yet engagement remained low. This project addresses the misalignment between the messaging experience and users’ expectations—where creators saw limited monetization value and viewers lacked confidence in receiving responses—and explores how redesigning messaging could unlock both user and business value.

🎨 Design

I modernized the messaging UI across mobile and desktop products

The product relied on a legacy design style unchanged for over 10 years. I modernized the interface by conducting competitor analysis and defining a site-wide design system, rebranding the messaging experience to better align with users’ expectations and contemporary design standards.

I reposition the messaging entry point on desktop

I analyzed user feedback to identify key visibility and accessibility issues in the legacy interface. Through a Kano survey with viewers and user interviews with 10 creators, I validated these findings and convinced stakeholders to reposition the messaging entry point and modernize the UI to build user trust in the platform’s messaging system.

Impacts

Conversion rate of users sending a message on Mobile: +14.29%

Conversion rate of users sending a message on Desktop: +10.77%

Average number of messages Sent: +11.46%