Report module
The Report module let users report any comment that is off-topic, offensive, racist or break other rules.
Role: UX Designer
Company: BBC
Team: CBBC - Web
Context
The reporting module for comments in the BBC website was poor. It took several steps to complete, it offered 13 random reasons to report a comment, the copy in it was lengthy and too formal, and it wasn’t even styled. I was given the opportunity to redesign it from the ground up. The Audience and Platform team, based in London, was in charge of building it.
Task
I was going to work on the options to report a comment first and rethink the layout, the UI and the journey. In order to do so I had to make sure that my choices were in line with the Audience and Platform team’s views and expectations.
Actions
To choose the reasons for reporting a comment in the new module I looked at the data and talked to the BA of the Audience and Platform team and to a member of the Moderation Services team. Out of the 13 existing options only three had big numbers, all the other options had been hardly chosen. We agreed to keep the three options and discussed what other options to have.
When I started to think about the module I talked to two copywriters who had been working on copy and tone of voice for young audiences. Their input influenced my designs and the user journey.
I designed both for under and over 16, visuals and reasons to report a comment were different in them. The designs included every step of the signed in journey and the signed off one and the error messages.
Up to that point the Audience and Platform team didn’t have a creative director. When the new creative director joined the team she wanted me to redesign the module so that it had the same style as the BBC account pages with a banner.
Results
I had two weeks to redesign the module. Having a banner presented a problem to solve: comments vary in size whereas the banner has a fixed height. I cam up with the solution of a comment that expands over the banner and made an illustration with the same art style of the BBC account pages. The new creative director liked what I did and signed it off. Two months later the report module went live.
