Yolo Group
A global technology company innovating across iGaming, FinTech, and Blockchain
Product Designer
•
July 2023 – April 2025
B2B
SaaS
iGaming
Web
Mobile
Hub88, one of the top game aggregators in iGaming
For almost 2 years, I've worked at Hub88, Yolo Group's game aggregation division. The main product Hub88 offered was its game aggregation API, through which game suppliers could easily offer their games to iGaming operators, with almost no technical overhead.
Problem: Ever-growing operational workload
During my time there, Hub88 has more than quadrupled its business. This rapid growth drastically increased operational workload for all operational team members, from account managers and customer support agents, to integration specialists and accountants.
Solution: Self-serve platform that connects Suppliers and Operators
In order to relegate some of the workload the operational teams had, we have created a new product, called HubConnect, a self-serve platform for all partners, with a separate "zones" for each side: Supplier Zone and Operator Zone. Each zone offers a set of features that ensures daily operations can be conducted without too much work on operational teams.
Operator Zone
The main problem on the operator side of business was management of support cases. Each operator was using a different channel to communicate the issues they were facing, such as emails, Jira tickets, or Skype and Slack messages. As a result, both customer support agents and the operators reporting issues were struggling to keep track of these cases.
Customer Support section has been created in Operator Zone and fully integrated with Salesforce customer support module, which allowed rapid development, while still offering a single Hub88 branded platform for the partners.
When an operator user logs in to HubConnect, they are welcomed with their customer support tickets dashboard, where they can quickly see the tickets that need their attention, open tickets not yet been resolved, and the most recent closed tickets.
Operators can also go to "Create new case" page to start a new support case, and visit detail page of each case to see status changes and comments by customer support agents, offering full transparency for operators.
Supplier Zone
On the supplier side, the main problem was that, with ever-growing number of partners, it was becoming more and more challenging to manage communication and information sharing. Account managers were being swarmed with information requests about partners' licenses or operating countries; integration specialists had to communicate directly about new integrations without any procedures followed; accountants would have to use an internal BI tool to manually create business data reports for partners upon request.
For Supplier Zone, we have created several information pages to be kept up-to-date by operational teams, so they can direct suppliers there for the latest information. With these pages, account managers and integration specialists are able to save a considerable amount of time each day that they would otherwise spend communicating directly.
As a first-in-industry offering, suppliers have been enabled to monitor their performance on Hub88 network and check for discrepancies whenever they liked, without having to requesting and waiting for a report.
