Reporting Reviews to Facebook

Facebook recently launched a new Page experience for businesses in the Facebook App, which required us to migrate over several features. This created an opportunity to make improvements to the “report a review” flow below. Read the captions to see what we changed and how I contributed.

Ask
How might we make it easy for users to report business reviews to Facebook in the new Page experience?

Solution
Guide users through the experience using simple, natural language that’s consistent throughout and trim excess screens/information.

Process
Reviewed the existing experience. Collaborated with product, privacy and design to align on content and design changes. Wrote and edited copy.

Impact
This flow is currently in the experiment phase and should ship to the majority of users by the end of Q2 2021.

Screen Shot 2021-04-27 at 11.35.28 AM.png

I included this screen to show the entry point for the reporting flow. Tapping the 3-dot menu next to “Taylor Gervais recommends Boba Guys” opens the bottom sheet below.

Before…

The content was inconsistent and didn’t sound natural. Reviews were being referred to as “recommendations” in some places and “posts” in others. Users didn’t understand the difference between “report Recommendation” and “Report issue to Feed Team” and the last CTA “Open in Mobile Story Inspection Tool” wasn’t applicable to reviews.

The content was inconsistent and didn’t sound natural. Reviews were being referred to as “recommendations” in some places and “posts” in others. Users didn’t understand the difference between “report Recommendation” and “Report issue to Feed Team” and the last CTA “Open in Mobile Story Inspection Tool” wasn’t applicable to reviews.

Heavy language like “send a report” was used to describe an action that only took a couple of clicks and didn’t require the user to write anything.

Heavy language like “send a report” was used to describe an action that only took a couple of clicks and didn’t require the user to write anything.

Users were given the option to review Facebook’s Community Standards prior to reporting a review but unfortunately, this took them out of the flow and data showed that users weren’t clicking on the link.

Users were given the option to review Facebook’s Community Standards prior to reporting a review but unfortunately, this took them out of the flow and data showed that users weren’t clicking on the link.

The section titled “Other steps you can take” included an action that the user had already taken.

The section titled “Other steps you can take” included an action that the user had already taken.

After…

I replaced “recommendation” and “post” with “review” throughout the bottom sheet and subsequent screens. We also scrapped the CTAs “Report issue to Feed Team” and “Open in Mobile Story Inspection Tool” because they either confused users or weren’t applicable to reviews.

I replaced “recommendation” and “post” with “review” throughout the bottom sheet and subsequent screens. We also scrapped the CTAs “Report issue to Feed Team” and “Open in Mobile Story Inspection Tool” because they either confused users or weren’t applicable to reviews.

“Send a report” sounded too heavy for what was actually taking place, so I removed it. We also simplified the UI and added the ability to select multiple violations.

“Send a report” sounded too heavy for what was actually taking place, so I removed it. We also simplified the UI and added the ability to select multiple violations.

We reduced the number of screens by scrapping the one that could take the user out of the experience. I also removed redundant copy and any language that the user might not understand (e.g., Support Inbox).

We reduced the number of screens by scrapping the one that could take the user out of the experience. I also removed redundant copy and any language that the user might not understand (e.g., Support Inbox).