User Reporting
A channel to report bad actors on a marketplace
Year
2022
Role
Product Designer
Platform
Web, Mobile
Team
PM, engineers, designer
Work done
Designed a comprehensive user reporting system that enables users to easily report suspicious behavior, fraud, and policy violations while ensuring efficient processing and resolution by the trust & safety team.
Context
Online marketplaces face ongoing challenges with fraudulent users, scammers, and those who violate community guidelines. The User Reporting feature was designed to empower the community to self-moderate while providing trust & safety team with the tools and information needed to take swift action against bad actors.
User report modal
Process
- Stakeholder interviews - Understanding customer service response to fraud and safety related issues
- Report categorization - Mapping different types of violations and required evidence
- Feedback loop design - Ensuring users receive appropriate follow-up communication
Key Features
Report trigger in chat
Categorised violation types
Immediate blocking on behalf of user when report happens (User can still choose to unblock)
Progress tracking and status updates for reporters
Mobile design
Outcome
- Increased user reporting by 150% with clearer reporting paths
- Reduced moderation response times through better categorization
- Decreased repeat violations through effective enforcement
- Improved user confidence in platform safety measures
- Enhanced community self-regulation and collective responsibility