Form redesign
Context
When a user (the Rights Owner) finds a piece of content on Facebook and Instagram that infringes on their intellectual property, they can report it to Meta through Brand Rights Protection to have it taken down. If a report results in a piece of content taken down, we are legally obliged to share the rights owner’s contact information with the content owner.
However, we found out during research that as the contact information was stored in another section of the product, many users (who are the employees, not the rights owner) did not realise that this was the information being shared and accidentally used their own personal information. This resulted in them being contacted through their personal emails instead.
Solution
Redesign the content of the contact form for greater clarity and transparency
What I did
I worked with legal to know what the absolute requirements were (especially for different jurisdictions) and understand which info must be shared and which were for verification, and if the language used was legally sound.
Impact
Risk mitigation and increase in user trust – users reported using a generic email address instead and feeling more secure when using our product
Opportunity
Managing contact information was in a different modal so people were not aware what information will be shared
Visual and information hierarchy could be easier to scan
Important information about what will be shared that’s in the middle of body copy can be prioritised
Redesign
Allow timely review of contact information just before they send a report
Prevent human error before it happens by working with Engineers to detect emails with personal information
Provide transparency of which data will be shared and which would not
Group similar information together
Future plans
To bring the communication between Rights Owner and Content Owner into the product for a more seamless and secure experience