United Masters Distribution

I partnered with Product, Support, and Research for an improved music distribution strategy that slashed support tickets by 24%

(My Role)

Lead Product Designer

(Skills)

+ User Experience
+ Visual Design
+ Motion Design
+ User testing
+ Design system
+ Prototyping

(Team)

+Myself
+1 Product Manager
+2 Mobile Engineers
+2 Web Engineers

(Company)

UnitedMasters

(Case Study)

(Challenge)

Streamlining Success: Slashing submission rejections, support tickets and empowering artists to distribute music with confidence

To address the high volume of support tickets stemming from artists' and producers' submission rejections, we initiated a short list of improvements to the UnitedMasters Distribution tools.

(Goal)

Here's how we approached the problem:

Leveraging insights from our Distribution Review & Support Team, we set out to simplify the distribution flow on both mobile and web platforms.

‍

The objective was to enhance the artist experience with an improved submission process which included automated feedback and educational empowerment for artists, while also reducing tickets submitted to our Review & Support staff.

‍

Previous Distribution Feedback:

Artists were frustrated because the warnings and feedback came only after completing the entire distribution process, rather than in real-time while filling out the form. This forced them to backtrack and correct errors at the end, adding unnecessary delays and extra work. The lack of immediate feedback disrupted their release timelines, created frustration, and added stress, especially when they had already invested significant effort into preparing and submitting their music.

‍

‍

Enhancing Metadata Accuracy:

Recognizing that incorrect metadata significantly contributed to submission rejections, we introduced an automated metadata verification feature. This preemptive measure educates users on the importance of metadata, ensuring their submissions are complete and correct before finalizing.

‍

This included updated helper text, warnings, and feedback on fields in forms throughout the process as well as introducing educational cards to inform artists on best practices when uploading music or artwork.

‍

example: if an artist uploads a track or album prompt them in that moment to upload the pdf of their license if applicable

‍

Rejection Summary:

Despite these proactive efforts, some artist submissions were still flagged for review by the automated system, resulting in failed uploads. To facilitate distribution, any required corrections were outlined in a detailed list and sent back to the artist, guiding them through the necessary adjustments.

‍

This automated system empowered our support team to handle more complex issues, elevating the overall quality of service.

‍

Inside Figgy:

audio sample validations handoff / mobile app

audio sample validations handoff / web app

‍

Empowering Artists Clarity with Control:

In alignment with UnitedMasters' philosophy of giving artists creative control, the redesign emphasized transparency and control throughout the submission process, thereby increasing artist trust and satisfaction.

‍

(Result)

Distro flow redesign cuts support tickets by 24%, boosts efficiency, service quality and premium sign-ups

The improvements to the flow for artists as well as the backend dashboard for the support team (not pictured here) led to a 24% reduction in support tickets in the first three months, an indicator of a more intuitive and informative submission process. It also empowered our support team to handle complex issues more efficiently, elevating the overall quality of service.

(Next Up)