Enterprise Livestream & Real-Time Engagement Platform
Amazon needed a cohesive real-time communication experience to support ~10,000 events/year and up to ~160K concurrent viewers - across web, mobile, and tablet.
Role: UX Designer II (Interaction & Platform UX)
Users: Event organizers, presenters, viewers, technical operators
Scope: Event Request → Configuration → Live Execution → Post-Event Insights
Environments: Mission-critical communications
The Problem
Amazon’s internal livestream platform had evolved organically, resulting in:
- Inconsistent UI across event types and limited branding or customization
- No built‑in feedback or engagement mechanisms
- Heavy manual setup and execution overhead
These issues directly impacted decision quality, execution speed, and trust during mission-critical company communications
The Solution
I unified the platform into a single, scalable interface for all event sizes with clear visual language + scalable layout and with the following features:
Designing for Live Human Moments: Created interaction systems that help viewers stay engaged during high-stakes events where interruptions break trust.
Real-Time Expression & Participation: Launched a reactions feature enabling lightweight emotional feedback without disrupting the experience.
Customizable event homepages to maintain branding consistency
UX Influence & Leadership
I owned end-to-end interaction design for the platform across the full event lifecycle:
- Defined and governed core interaction systems
- Led UX decisions for automation boundaries, failure handling, and accessibility
- Drove system-level UX strategy in partnership with Product and Engineering
- Served as final approval for launch readiness and validation
I also owned the UX across the entire event lifecycle. This ensured decisions made upstream did not create downstream operational risk.
Key UX Decisions
1. Systematize Real-Time Interaction Patterns
Defined reusable interaction models for:
- Chat, reactions, Q&A, polling, surveys
- Consistent behavior across all devices
Tradeoff: Reduced per-feature flexibility in favor of reliability and reuse at scale.
2. Automate Execution While Preserving Human Control
- Automated setup flow event request and execution based on event requirements
- Explicit human override points for high-risk decisions
- Clear system feedback during live operations
3. Design for Failure, Not Just Success
- Explicitly designed - Degraded states, Recovery paths, Operator decision support during failures
This prevented cascading errors during peak-load events.
Impact
- Supported ~10,000 events/year (+~15% YoY after consolidation)
- Enabled events with up to ~160K concurrent viewers
- Increased live engagement (up to ~1,200 reactions and ~200 chat messages/session)
- Automated ~20% of annual events, reducing manual effort and operational risk
- Reduced operational effort, improved reliability, and increased decision quality
- Platform recognized internally as “born accessible”
What I Learned / What’s Next
This project taught me how to design communication systems at extreme scale, unify patterns across competing teams, and plan a roadmap for future interaction types.Next steps would include deeper personalization, predictive engagement prompts, and smarter AI-supported moderation and smart message summarization.
Michael Tuason / Design Portfolio
Dark mode for improved accessibility and viewer comfort
From Idea to Live Moment: Architected the “Concept-to-Camera” workflow for hosts and operators, automating configuration and setup based on event needs.
Redesigned Livestream platform
Redesigned Livestream platform
Amazon
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Enterprise Livestream & Real-Time Engagement Platform
Amazon needed a cohesive real-time communication experience to support ~10,000 events/year and up to ~160K concurrent viewers - across web, mobile, and tablet.
Role: UX Designer II (Interaction & Platform UX)
Users: Event organizers, presenters, viewers, technical operators
Scope: Event Request → Configuration → Live Execution → Post-Event Insights
Environments: Mission-critical communications
The Problem
Amazon’s internal livestream platform had evolved organically, resulting in:
- Inconsistent UI across event types and limited branding or customization
- No built‑in feedback or engagement mechanisms
- Heavy manual setup and execution overhead
During high-stakes live company communications, viewers risk missing critical information, operators face stress from manual setups, and participants cannot express sentiment reliably in real-time.
The Solution
I unified the platform into a single, scalable interface for all event sizes with clear visual language + scalable layout and with the following features:
Designing for Live Human Moments: Created interaction systems that help viewers stay engaged during high-stakes events where interruptions break trust.
Dark mode for improved accessibility and viewer comfort
Real-Time Expression & Participation: Launched a reactions feature enabling lightweight emotional feedback without disrupting the experience.
From Idea to Live Moment: Architected the “Concept-to-Camera” workflow for hosts and operators, automating configuration and setup based on event needs.
Customizable event homepages to maintain branding consistency
UX Influence & Leadership
I owned end-to-end interaction design for the platform across the full event lifecycle:
- Defined and governed core interaction systems
- Led UX decisions for automation boundaries, failure handling, and accessibility
- Drove system-level UX strategy in partnership with Product and Engineering
- Served as final approval for launch readiness and validation
I also owned the UX across the entire event lifecycle. This ensured decisions made upstream did not create downstream operational risk.
Key UX Decisions
1. Systematize Real-Time Interaction Patterns
Defined reusable interaction models for:
- Chat, reactions, Q&A, polling, surveys
- Consistent behavior across all devices
Tradeoff: Reduced per-feature flexibility in favor of reliability and reuse at scale.
2. Automate Execution While Preserving Human Control
- Automated setup flow event request and execution based on event requirements
- Explicit human override points for high-risk decisions
- Clear system feedback during live operations
3. Design for Failure, Not Just Success
- Explicitly designed - Degraded states, Recovery paths, Operator decision support during failures
This prevented cascading errors during peak-load events.
Impact
- Supported ~10,000 events/year (+~15% YoY after consolidation)
- Enabled events with up to ~160K concurrent viewers
- Increased live engagement (up to ~1,200 reactions and ~200 chat messages/session)
- Automated ~20% of annual events, reducing manual effort and operational risk
- Reduced operational effort, improved reliability, and increased decision quality
- Platform recognized internally as “born accessible”
What I Learned / What’s Next
This project taught me how to design communication systems at extreme scale, unify patterns across competing teams, and plan a roadmap for future interaction types.Next steps would include deeper personalization, predictive engagement prompts, and smarter AI-supported moderation and smart message summarization.
Michael Tuason / Design Portfolio
Redesigned Livestream platform
Enterprise Livestream & Real-Time Engagement Platform
Amazon needed a cohesive real-time communication experience to support ~10,000 events/year and up to ~160K concurrent viewers - across web, mobile, and tablet.
- Role: UX Designer II (Interaction & Platform UX)
- Users: Event organizers, presenters, viewers, technical operators
- Scope: Event Request → Configuration → Live Execution → Post-Event Insights
- Environments: Mission-critical communications
The Problem
Amazon’s internal livestream platform had evolved organically, resulting in:
- Inconsistent UI across event types and limited branding or customization
- No built‑in feedback or engagement mechanisms
- Heavy manual setup and execution overhead
During high-stakes live company communications, viewers risk missing critical information, operators face stress from manual setups, and participants cannot express sentiment reliably in real-time.
The Solution
I unified the platform into a single, scalable interface for all event sizes with clear visual language, scalable layout, and enhanced with the following features:
Designing for Live Human Moments: Created interaction systems that help viewers stay engaged during high-stakes events where interruptions break trust.
Dark mode for improved accessibility and viewer comfort
Real-Time Expression & Participation: Launched a reactions feature enabling lightweight emotional feedback without disrupting the experience.
From Idea to Live Moment: Architected the “Concept-to-Camera” workflow for hosts and operators, automating configuration and setup based on event needs.
Customizable event homepages to maintain branding consistency
Key UX Decisions
1. Systematize Real-Time Interaction Patterns
Defined reusable interaction models for:
- Chat, reactions, Q&A, polling, surveys
- Consistent behavior across all devices
Tradeoff: Reduced per-feature flexibility in favor of reliability and reuse at scale.
2. Automate Execution While Preserving Human Control
- Automated setup flow event request and execution based on event requirements
- Explicit human override points for high-risk decisions
- Clear system feedback during live operations
3. Design for Failure, Not Just Success
- Explicitly designed - Degraded states, Recovery paths, Operator decision support during failures
This prevented cascading errors during peak-load events.
UX Influence & Leadership
I owned end-to-end interaction design for the platform across the full event lifecycle:
- Defined and governed core interaction systems
- Led UX decisions for automation boundaries, failure handling, and accessibility
- Drove system-level UX strategy in partnership with Product and Engineering
- Served as final approval for launch readiness and validation
I also owned the UX across the entire event lifecycle. This ensured decisions made upstream did not create downstream operational risk.
Impact
- Supported ~10,000 events/year (+~15% YoY after consolidation)
- Enabled events with up to ~160K concurrent viewers
- Increased live engagement (up to ~1,200 reactions and ~200 chat messages/session)
- Automated ~20% of annual events, reducing manual effort and operational risk
- Reduced operational effort, improved reliability, and increased decision quality
- Platform recognized internally as “born accessible”
What I Learned / What’s Next
This project taught me how to design communication systems at extreme scale, unify patterns across competing teams, and plan a roadmap for future interaction types.Next steps would include deeper personalization, predictive engagement prompts, and smarter AI-supported moderation and smart message summarization.
Michael Tuason / Design Portfolio
Redesigned Livestream platform
TY