Amazon
Livestream & real-time engagement platform
During high-visibility company-wide events, operators were discovering setup errors live — in front of up to 160,000 employees. The platform had grown across multiple tools, leading to inconsistent behavior, heavy manual coordination, and high failure risk during live events.
"If this video does not play after 2 minutes, I'm out of here!"
— Livestream viewer
160K
Concurrent viewers
60%
Faster setup
↓ 40%
Support tickets post-launch
↑ 30%
Participation rate
Key decision: used an internal LLM
Analyzed 6 months of support tickets to find recurring failure points before designing any solution - fixed the three biggest causes at the workflow level instead of patching symptoms.
Design highlights
Consolidated event setup, configuration, and execution into a single guided workflow
Operators can now see dependencies earlier instead of discovering issues during the event
Interaction without losing focus
Chat and reactions visible by default, easy to hide, capped to avoid overwhelming the screen
Decision log
I considered putting the chat in a pop-up — it would have freed up the entire viewport for the video player and let viewers resize it however they wanted. User testing shut that down. Viewers needed to monitor both the video and the conversation simultaneously; any extra step to surface the chat broke their focus during live moments.
Event-level branding without breaking the system
Configurable layout regions for high-profile events, no one-off implementations
Reflection: I'd invest earlier in operator shadowing during live events — real-time stress behavior differed from what tickets described.