Supported TikTok’s Integrity team in conducting end-to-end investigations to protect platform trust and safety — resulting in a 37% increase in cases handled
Team
Product Manager
Product Designer
SDE (2)
Timeline
Apr 2024 - May 2024
Role
Product Design & Research
Context
Impact
Cases Handled
+37%
Time to make decision
-67%
Satisfaction Score
4.3/5.0
Enforcements taken
+15%
Design
Multiple ID search
Search for a single ID or multiple IDs, helping users continue their investigation based on the strategies they are working with.
Group stats
Improved and updated stats to see if there are similarity between ID’s
In - App experience
Investigate individual IDs directly within the application, with the ability to conveniently collapse and expand sections as needed.
Powerful extraction
Ability to extract information at deeper levels based on actor or feature data.
Qualification Breakdown
View the qualification breakdown, audit history, and review qualifications with the option to overturn decisions if necessary.
Focus on data
Full screen mode to focus on data attributes
Select values across pages
Select all values to take enforcement actions
Problem
The Monetization Integrity team’s investigations are 100% conducted on Actor 360
Ensure all teams reach a consistent conclusion regarding integrity
Support all types of enforcement actions
Process
Phase 1 was built rapidly, leading to numerous usability issues
The tool had too many tabs with unnecessary information, creating complexity
The investigation process required using several tools, leading to a fragmented and inefficient workflow
Research
As we worked to improve the current platform and consolidate the investigation process, we focused on understanding what currently works, identifying the must-haves for an end-to-end investigation process, and addressing information mismatches.
What did we learn?
No overview
Due to the overwhelming amount of information, users struggle to determine where to focus to begin their investigation. This emerged as a key theme in user research.
Fragmented workflow
The app opens multiple tabs, forcing users to switch back and forth during investigations. This often leads to confusion and makes users feel lost in a sea of tabs. This was a recurring theme in user research.
Data discrepancy
Users encounter data discrepancies within the app, requiring them to use other tools to validate their findings before taking action. Slowing down the investigation process.
Limited search functionality
The app currently does not support searching multiple IDs, which hinders the ability to select IDs from different strategy teams and identify supporting metrics needed to take action.
Focused data view
Data tables often contain a large amount of information. The ability to focus on specific sections helps streamline the investigation process and makes it easier to analyze key details.
What does data tell us?
Out of 15 tabs, we found that 8 redundancy and low usage tabs that be sunset or merged
When the tabs are redundant with the same information
When the tabs have every low UV and PV usage, lower than 10 total active users daily
Conceptualization
I began by translating our consolidation effort into conceptual sketches. From there, I developed low-fidelity designs, prioritizing clarity and gathering key insights as outlined below.
I conducted multiple interviews and identified key changes for the next design iteration based on the insights gathered
Users needed a way to extract data that spans across multiple layers.
Users wanted to consolidate all available actions and organize them into categories for easier access.
Users needed the ability to audit different processes, review information, and overturn decisions when necessary.
Working with APAC cross-functional teams can present language barriers, so using visual storytelling, annotated wireframes, and prototypes helps ensure alignment. Clear documentation of design decisions also supports shared understanding and effective collaboration.
Working with an existing platform that has usability issues presents significant challenges. Addressing these issues early in the process is crucial to ensuring a solid foundation. By resolving usability problems upfront, future enhancements can be built seamlessly without compromising the overall user experience.