Human City | E-Commerce
Mobile Application | iOS
Notification & Content Reporting System
for Building a Safer Digital Community.
My Role: Lead Designer
TEAM: Shaghayegh Cyrous | Xiaoyang Zhu
Nicole Kwik | Gloria Rasmuzzen
Timeline: 4 Weeks
Tools: Figma, Figmajam, Google Suite, Zoom, WhatsApp, Slack
The Challenge
The absence of an effective notification and content reporting system on Human City's mobile and web app products poses a significant challenge, jeopardizing the platform's commitment to a secure and positive digital space.
The Approach
A user-centric moderation system was designed to give users a greater sense of control over their contributions to content moderation. The final design features a clear and concise step-by-step reporting process integrated with photo upload functionality.
Second Research
This analysis provides insights into the strengths & of various platforms, emphasizing the need for a balance between simplicity, clarity, and comprehensive reporting options.
Findings
User-Friendly Design:
-Clear and accessible reporting options significantly improve user experience.
-Ensuring the report button is highly visible enhances convenience and usability.Detailed Reporting:
Platforms that offer detailed reporting options empower users to pinpoint issues accurately.Feedback Loop:
A common shortcoming is the absence of follow-up or feedback after a report is submitted.Anonymity and Transparency:
Striking a balance between user anonymity &transparency in the reporting process is essential but challenging.UI Consistency:
Inconsistent user interfaces across platforms can negatively affect overall usability.
Overview
This analysis provides insights into the strengths and weaknesses of various platforms, emphasizing the need for a balance between simplicity, clarity, & comprehensive reporting options.
Notifications
Design Findings:
The notification icon is not prominently visible, impacting user accessibility.
The placement of the hamburger menu on the left and the notification section on the right creates a potential navigation imbalance.
Pages Suggested to be Included:A notification page informing users when their post has been removed due to a report.
A page detailing the process and outcomes following a user report submission.
Competetive Analysis
Identified Cons from Competitive Analysis
Overview
Users do not receive clear feedback or outcomes after submitting a report.
There is no option to edit or cancel a report once it has been submitted.
The steps and duration required to complete a report are unclear.
Reporting options are not clearly distinguished after selection.
Instagram/Facebook:
Pros: Simple reporting options and anonymity in reporting.
Cons: Lack of transparency in the process, no option to edit or cancel reports, limited feedback on report outcomes.
Fiverr/Upwork:
Pros: Options to block users, dedicated reporting sections, and protection of the founder's interests.
Cons: Inconsistent UI, no follow-up or undo options after reporting.
Facebook Marketplace/Amazon/Etsy:
Pros: Report options are accessible under a "three dots" icon, and there is a review of commerce policies and simple reporting processes.
Cons: The reporting feature is placed at the bottom of the page; no reporting options are available in the mobile app.
User Flows
The user-centric content moderation process is the cornerstone of Project Human City, setting it apart from traditional content moderation approaches. In collaboration with the founder, we developed three key user flow components:
Report System - Master Flow
Ideation
Rough sketches were created based on our user flows, focusing on the critical paths: the reporting process, post-reporting notifications, and the report review process. These sketches were made using the digital illustration app Procreate, as well as traditional pencil and paper.
REPORTING PROCESS
POST-REPORTING NOTIFICATION
Wireframes
For this project, the client requested that the final designs be presented in the low-fidelity phase. After receiving approval and feedback on our initial sketches, we proceeded to translate them into detailed low-fidelity wireframes using Figma, marking the conclusion of the design phase.
Areas within app where user’s can find the “Report” button
Post-Reporting Notifications
Reporting Process
Usability Testing
Once the low-fidelity wireframes and quick prototypes were completed, usability testing was conducted with six users. The testing comprised two key components:
Questionnaire: Designed to evaluate the users' overall experience with the reporting system.
Flow Analysis: Focused on assessing three primary user flows:
The reporting process.
Post-reporting notifications and the appeal process.
Notifications for other users to review reports.
Primary Findings:
Users generally find the reporting process straightforward.
Some confusion exists with the "choose reason" scroll-down arrow and camera feature.
Users believe the "report reason" in the thank you message is unnecessary.
Mixed opinions on the "cancel report" feature: one user suggests a confirmation pop-up instead.
Desire to select multiple reasons for reporting.
Preference for finding the report button on a user’s profile rather than under three dots.
Users appreciate the "other steps" information in the thank you message.
1
Secondary Findings:
Users suggest the camera feature should capture screenshots.
There’s interest in the ability to flag specific messages.
Primary Findings:
Users dislike the "change review" option and don’t find it necessary.
Users want to be asked before being prompted to review content, disliking surprise pop-ups.
Concern exists that the color-coding of "keep" (green) and "remove" (gray) may create bias.
Many users would opt out of reviewing reports and prefer a “pass” option.
2
Secondary Findings:
The wording of “appeal to remove” is confusing; some assume it means removing the report.
There’s a suggestion for clearer explanations when content isn't removed, including a link to community guidelines.
Users dislike the process of having additional users review content during an appeal, preferring it go directly to the company.
Primary Findings:
Users prefer the most recent status to appear at the top of the timeline.
Confusion about user-oriented moderation; users want a clearer explanation.
"Appeal to remove" is seen as redundant and unclear; users think it won’t be widely used.
Users prefer immediate visibility of decisions rather than having to read further details.
3
Secondary Findings:
Users fear the review process could become burdensome if they receive too many notifications.
There’s more willingness to review content if a reward system is in place.
Users want more context about the moderation process, such as previous review outcomes.
They prefer contextual prompts like “what do you think about this content?” over receiving generic notifications.
There’s confusion about whether users need to follow community guidelines when reviewing.
Some users appreciate that the company allows users to review content instead of handling it internally.
Takeaway of Human City’s Case Study
The need for a robust notification and content reporting system in Project: Human City's mobile and web apps is clear. Without it, the platform risks compromising its commitment to a secure and positive digital space.
User Insights:
Ease of Use: Users found the reporting process generally straightforward, though some features, like the reason dropdown and camera functionality, were confusing. Users preferred an "Are you sure?" pop-up over a "cancel report" button and wanted the option to select multiple reasons.
Reporting and Appeals: Feedback indicated a desire for immediate decision visibility and clearer explanations for the "appeal to remove" feature. Users also preferred a detailed context screen over frequent review notifications and were concerned about the surprise pop-up and "change review" options. The idea of a reward program was positively received.
Next Steps:
These insights highlight areas for improvement in the notification and reporting system, aiming to better align with user expectations, enhance the user experience, and uphold the platform's integrity.