Report Management
Product Designer · Desktop & Mobile
Product Summary
Admin users can now access and filter report data for all content in their instance, enhancing management capabilities for Legal and HR admin users. This update includes a revamped report submission experience, a table list, archiving, and export features. These enhancements promote a safer work environment.
Role
·
Product Designer
Duration
Sep - Dec 2023
Tools
·
Figma
Deliverables
·
User flow
·
UX research
·
Competitive analysis
·
Workshop Facilitation
Teams
·
Product Manager
·
Product Designer
·
Content Designer
·
6+ Software Engineers
Impact
📈
Filter usage:
11,252
times more
⚙️
Management:
303
times more
✅
Resolution:
5.22%
improved
* Measured on January 2, 2024 – one month after the release
Final solution
Submission
Assist users with their report by giving in-depth details on each segment and concise responses after submission.
Management
Allow admin users to easily access essential report details on status and actions. Also, enable them to maintain a complete log of performed actions on reported content.
Problem statement
Workplace customers have been flagging that 90% of the contents reported in Workplace are false positives.
key pain points
🚩 Visibility Woes
Users struggle to keep track of reported content as reports disappear once incidents are resolved.
🚩 HR Assistance Maze
Hard to identify cases requiring HR assistance and distinguishing between legitimate reports and mistakes.
🚩 Analytical Abyss
It is challenging to monitor and analyze the volume of reports received over time.
Understanding
End users
Experience unexpected actions on reporting content
When an end-user clicks on a category, a report is submitted without enough information about the category.
Administrative users
Want a better way to manage, analyze and archive
Admin users aim to handle sensitive and critical reports effectively, while also ensuring compliance with legal requirements.
We had noticed admin users keeping a written log of past reports elsewhere
Currently, the management of it is done manually through logs. However, this approach is problematic due to the increasing quantity of reported content, with more than 300 reported items in a single month.
Project Goal
How might we streamline report management more efficient, while curating an environment for employees to feel confident submitting a relevant report?
Define success
📉 Decreased overall # of reports
Due to less ‘accidental reports’, we expect less volume overall.
📈 Increase in resolved complaints
% of reports with admin decision to delete content out of all complaints is expected to increase.
🤝 Adaptation of each category
Expect to see increased number in categories in complaints other than “something else.”
Explorations
Hypothesis 1
Focus on assign an admin
Focusing on the ability to assign an admin may improve the ability to take appropriate resolution actions.
What didn’t work
Since there is a specified crew of people, the system can automatically assign the person.
Hypothesis 2
Focus on resolving actions
By focusing on the resolving action, users may easily navigate to the specific function they need to perform, even when dealing with a high volume of content.
What didn’t work
Users may feel overwhelmed when they are presented with multiple action items in a single modal.
Hypothesis 3
Selected
Separate the management tools
By separating key actions and reviews, users would have a clear and intuitive experience. This would make it simple for admin users to locate priority functions such as ‘Assign an admin,’ ‘Add notes,’ and ‘Upload screenshot.’
Final solutions
P0
Clear communication
Clear message
Optimizing clear messaging will assist users complete tasks more easily.
Solution
Highlight what they are reporting for
Adding a step for a user to review
Having a consistent confirmation asset across Workplace
P1
Easy to track
Hierarchical information
Communicating information with a hierarchical structure will be more efficient than relying solely on colours.
Solution
Organize user data with a focus and fairness
Colour indications on the process log
Use active colours only on key actions required
P2
Don’t overload
Minimize task perception
Simplifying task management with clear steps will increase task efficiency.
Solution
Separating review and management fields in different steps
Visual hierarchy to help users quickly understand the primary action
💜 Customer says...
“We're loving the change to reported content – I haven't dealt with any "accidental" reports since the change and we loving seeing the full history of reported content, and ability to assign them to ourselves. THANK YOU!”
by a Workplace customer
lesson learned
My biggest takeaway was…
🎯 Hit the nail on the head
Accurately identifying user needs led to an efficient solution, just like hitting a nail squarely with a hammer is the most efficient way to drive it in.
📐 Measure twice, cut once
Careful planning is necessary before taking action, just like defining success metrics and hypothesis-driven iterations before the delivery.
Next projects
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