Kickstarter is different from traditional e-commerce sites because its existence hinges on the health of the relationship between backers and creators. Trust is necessary for the ecosystem to work.
Our team wanted to understand the following:
How do we ensure that backers understand that backing a project is a promise and not a guarantee?
How do we ensure that creators follow through on that promise? How do we hold them accountable and get the best result for the backer?
READ THE CASE STUDY
Solution & impact
I immediately got to work on projects that tacked tough subjects like:
1. Setting backer expectations
Risky Experiments, Now/Next and Timeline
2. Creator trustworthiness
Creator Bio box, creator accolades
3. Protecting personally identifying information (PII)
Backer report expiry
Due to my quick pace of work, my team was able to conduct 5 experiments and site updates that helped us gauge impact on user sentiment. Though I am no longer at Kickstarter, this work continues to inform future decisions at the company.