LiveGlam is a beauty brand based in Los Angeles, that offers top-quality, affordable, cruelty-free makeup products.
The LiveGlam Club
LiveGlam, a Los Angeles-based beauty brand, offers the LiveGlam Club—a monthly makeup subscription delivering curated collections of top-quality, cruelty-free beauty products, including lip products, palettes, brushes, and skincare essentials. In a subscription-based model, a seamless and user-friendly dashboard is as crucial as the quality of the products themselves. A well-designed dashboard empowers members to manage their subscriptions effortlessly, which is key to both growing and retaining the subscriber base.
Dashboard Redesign
With the introduction of the LiveGlam Club subscription model, it became essential to completely redesign the dashboard. This platform serves as the central hub for members to explore their monthly collections, trade products, redeem rewards, and manage all aspects of their subscriptions, including skipping collections and canceling membership. The redesign focused on empowering users to handle their subscription needs independently, significantly reducing the need for customer support intervention.
User Journeys
One of the most challenging aspects of this project was crafting a dashboard experience that seamlessly accommodated the various stages of the user journey. The LiveGlam dashboard needed to cater to a diverse range of user statuses—from waitlisted users to active members, those who had skipped collections, faced payment failures, were pending cancellation, or had recently canceled but were eligible for special offers. By meticulously mapping out and optimizing these user journeys, we ensured a smooth and intuitive experience for all users, regardless of their status.
Trading Products
A cornerstone of the LiveGlam Club experience is the ability for members to trade the products from their monthly collections. Previously, this feature was limited to one-for-one swaps without consideration for product value. To enhance customization and user satisfaction, I introduced a points-based trading system. This system allows members to trade products based on their point value, enabling them to exchange higher-value items for multiple lower-value ones or vice versa, with the option to cover any point shortfall with cash or Reward Points. This update not only enhanced member satisfaction but also decreased the average number of skipped months by users.
Rating & Review Feature
To better align with customer preferences and drive product innovation, we introduced a Rating & Review feature. This tool encourages members to share feedback on the products they receive, rewarding them with 25 Reward Points for each order they rate. The insights gathered through this feature are invaluable, guiding LiveGlam in refining its offerings and staying attuned to customer desires.
The redesign of the LiveGlam dashboard and the enhancements made to Trading and Rating systems significantly improved user experience and satisfaction. By focusing on user autonomy and personalization, we effectively reduced churn rates and fostered long-term member loyalty. These efforts exemplify the impact of thoughtful design and strategic improvements in driving sustained growth and success for LiveGlam.
INFO:
Client: LiveGlam
Year: 2021
My Role: UX & UI