Roblox

The Challenge

The class action settlement involving a popular game app required a tailored notice plan to inform a primarily digital-native class of over 16 million users. The challenge was to provide clear instructions on both an automatic credit and cash-claim process. Many users had spent in-game currency on virtual items that were later removed from the platform. As part of the settlement, users would automatically receive credits to their accounts, while a small group of users whose share exceeded $10 could opt for a cash payment.

Our Solution

To effectively notify class members, we implemented a multi-channel, user-friendly approach:

• Email Notices: We sent two versions of the email to all class members with known email addresses: one for users eligible for a cash payment (if their share exceeded $10), and another for users receiving an automatic in-game credit. This ensured that each user received the correct message based on their eligibility.
• In-Platform Notices: To ensure users were informed within the app, where they were most active, we used the “My Inbox” feature to reach an estimated 98%+ of the class.
• Reminder Email: A follow-up email was sent to remind class members with known email addresses about the settlement, their options, and the automatic credits or cash payment.
• Case Website: The website was designed for the electronic submission of Cash Claim Forms and provided access to relevant settlement administration documents, including the Notice, case documents, and other pertinent materials.

Results

Over 98% of class members were reached through email and in-app notices.

Nearly all eligible users received their settlement credits automatically, with less than 1% opting for a cash payment.

The case was successfully approved by the court, with clear communication ensuring minimal confusion and high engagement from users.