The challenge with Jigsaw’s enterprise dashboard was addressing inefficiencies in LiveOps and content management workflows while enabling PMs to respond faster to revenue trends. The existing setup required multiple tools, creating a fragmented experience that slowed execution and onboarding. Key questions that guided the redesign:
How might we create a centralized system that optimizes LiveOps efficiency?
How might we increase engagement through dynamic content delivery?
How might we provide faster insights to PMs to react to revenue trends and content performance?
This case study explores how a unified enterprise tool reduced complexity, empowered content teams, and improved responsiveness to market trends.
Principal Product Designer
UX Research: user interviews, foundational research, usability testing
UX Design: ideation, wireframe flows, low fidelity mockups
UI Design: visual, design systems, technical documentation, presentation
Figma, ProtoPie
To gain a better understanding of the users, it was best to use empathy maps to map different emotions felt by the users and synthesize this information by grouping them into similar themes.
By synthesizing these insights, the solution focused on reducing tool dependency, automating content management, and streamlining access to business insights.
The pain points were very clear
Fragmented workflow - Multiple tools were required for LiveOps, store layout updates, and revenue tracking.
Slow turnaround times: Content managers relied on engineering for basic layout adjustments.
Lack of real-time insights: PMs couldn't quickly analyze revenue trends and content performance.
By focusing on these user problems, it became easier to identify design opportunities that would have a significant impact. This led to the establishment of clear, actionable goals.
A UX flow was created for the Jigsaw Dashboard app to handle various services and integrate with different systems. After multiple iterations of card sorting, and evaluating the existing information architecture, the UX flow was refined to address most edge cases, ready for the next phase.
This was the mock design for the final product with anonymized content and fictitious data.
Depending on the user who logged in - whether it was PMs or LiveOps/content manager - the Dashboard displays the most important modules to them at a glance.
Users could always tunnel into specific sections to get more information.
Revenue section for the PMs.
Content section for LiveOps/content managers.
The Store Layout section was designed to be accessed by both PM and LiveOps/content managers.
LiveOps and content managers used the Pack Editor to efficiently create, edit, and schedule content packs, receiving real-time status notifications and seamlessly rearranging packs to optimize content visibility and engagement. This improved scheduling accuracy, minimized manual errors, and enhanced the overall efficiency of LiveOps operations.
With the updated feature store, the team could plan and schedule live service events well in advance while maintaining flexibility to create new events on the fly. They had a comprehensive overview of all scheduled events, dates, and the ability to rearrange or adjust them as needed. This improved speed in managing live events significantly enhanced the team's responsiveness, allowing PMs to react more effectively to revenue trends and content pack performance.
At the conclusion of this design process, to fulfill the business-oriented objectives of enhancing user engagement, we developed and implemented fifteen distinct module types for the purpose of showcasing novel content. These modules were overseen by product managers and live operations/content managers. They now possess the capability to construct diverse story layouts for both the home screen and the store screens, with the added flexibility to prioritize a content module for the entirety of the user base or a specific segment of users predicated on predetermined variables.
Module designed also leveraged the system’s recommendation engine and served personalized content to specific user types.
Here is an example of the white label version of the app where the content and theme is customized using the dashboard app.
The Jigsaw enterprise dashboard was a transformative shift in how LiveOps and PMs managed content and revenue. By centralizing tools, automating workflows, and streamlining LiveOps capabilities, the team significantly improved efficiency while enhancing player engagement. Leveraging a modular design approach enabled personalized content delivery to different user segments, contributing to better re-engagement and retention.
Empathy mapping sessions were instrumental in understanding frustrations with existing workflows and defining key system needs. Through iterative design and testing, we addressed various complex use cases and uncovered new edge cases, such as legacy account logins, remote access, and tech limitations. This approach not only refined the UX flow and reduced friction but also ensured the system could scale effectively to support evolving business needs.
As a product designer—this project was about optimizing business operations, aligning design with revenue goals, and building scalable systems that drive long-term success. The true impact of this system lies not just in its usability but in its ability to accelerate decision-making, reduce costs, and enhance LiveOps efficiency, ultimately contributing to sustainable business growth.
Get in touch at
California, USA