Work
NTWRK
Objective
The vision at NTWRK was to bring livestream shopping a prominent e-commerce model in China to the United States, initially targeting an audience of “hypebeasts,” known for their deep interest in pop culture, fashion, streetwear, designer goods, and sneakers. This objective later evolved to target a broader audience and build an expansive marketplace, requiring not only the NTWRK app but also a supporting website and a suite of tools to power the platform.
Process
While NTWRK’s brand identity evolved multiple times, its design language remained rooted in minimalism, with content as the primary focus. All designs at NTWRK were rigorously reviewed internally to ensure a balance between visual uniqueness and intuitive user experience.
Outcome
Ultimately, NTWRK acquired Complex with investments from Universal Music Group and Goldman Sachs. Beginning my work on merging the two companies and building a new Complex.
My Role
As the Product Designer, I worked independently or partnered with my team across the full design process from user research and ideation through stakeholder reviews, engineering handoff, and user acceptance testing.
Team
Marcus Hammonds, Edwin Lara, Jack Wang
/ˈnet-ˌwərk/
:
Building seamless experiences for Sellers & Buyers.
Highlights
Opportunity
Through user interviews and competitive analysis, we worked with project managers to establish clear, research-backed project requirements.
Problem Statements
Shows
How might we increase show retention?
Seller Tools
How might we influence sellers to create more shows?
E-commerce
How might we improve the customer experience?
Projects
Based on our problem statements, my team delivered multiple projects across shows, seller tools, and e-commerce.
Shows
Auctions
Seller Profiles
Seller Tools
In-app Show Creation
E-commerce
High Velocity Drops
Order Details
Product Description Page Enhancement
Size Guide
Live Stream Shopping
Auctions
Auctions transformed shows into interactive, real-time experiences, creating new ways for sellers and customers to compete for products.
Seller Profiles
In-show seller profiles allowed viewers to quickly follow sellers for future show notifications while also providing access to the seller’s full catalog of shows and products.
Mobile Show Management
In-app Show Creation
To support sellers creating shows on the fly, we designed a new in-app show creation experience optimized for mobile.
Post-Purchase Experience
High Velocity Drops
Drops were NTWRK’s primary revenue driver, attracting thousands of customers attempting to purchase exclusive products simultaneously. To support these high-velocity events, we designed a dynamic queue that enabled the backend to reliably authorize orders at scale.
Order Details
Scaling the marketplace introduced new order states, prompting a redesign of the order details experience. A shipment-focused UI clarified order status and reduced customer uncertainty.
Keeping Users Informed
Product Description Page Enhancement
When redesigning the PDP, our primary goals were to surface critical information and eliminate dead ends in the purchase flow. By elevating handling time, we set clear expectations for when items would ship. To reduce dead ends, we integrated seller profiles and related products, creating clearer paths to discovery and increasing product revenue.
Size Guide
User interviews revealed that sizing confidence was a major concern for customers purchasing apparel and footwear. To address this, we introduced a size guide to help users make more informed purchase decisions.
Outcome
In 2024, NTWRK acquired Complex with investments from Universal Music Group and Goldman Sachs to become Complex NTWRK and shutdown the NTWRK app.
Results
For shows, in-show follow conversion was boosted by 10%.
For seller tools, a 10% increase in auction shows created.
For e-commerce, a 72% reduction in order refunds.
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© Marcus Hammonds