A digital nomad with a flair for aesthetics. Leveraging media and communication background to craft engaging and socially responsible human experiences along with visual narratives.
The overwhelming amount of content we encounter daily, and our scarce attention span make it challenging to fact-check every piece of information we come across online. Research says the primary driving force behind whether someone will share a piece of information is not its accuracy or content but because it comes from a friend or a celebrity with whom we want to be associated. The Credibility Review Board, or CRB is a decentralized community of volunteers who review flagged posts and provide diverse perspectives. It taps into collective intelligence to assess the accuracy of suspicious content.
I assumed the following roles in designing this service:
I assumed the following roles in designing this service:
UX/UI + Service Design
Duration: 12 weeks
The design features of social media platforms, such as notifications, personalized recommendations, infinite scrolling, and pull to refresh, are intentionally designed to manipulate human behaviour, and keep users engaged with the platform.
Facebook discovered that they could affect real-world behaviour and emotions without triggering users’ awareness.
Algorithms promote content that sparks outrage, and hate, and amplifies biases within the data we feed them. 64% of people who joined extremist groups on Facebook did so because of algorithms.
Surveillance-based advertising amplifies unrest and fuels political divisions due to misinformation and hate speech. Adding each word of moral outrage to a tweet increases the rate of retweets by 17%, further fuelling polarisation. Please note that the references provided are for further reading and to support the statements made.
My research first centred around the influence of technology in altering user behaviour on social media and tried to understand the problems and platforms’ efforts to address various issues. To get a first-hand experience with the issue, I conducted one-on-one interviews and focus group discussions to understand what users feel about algorithms, filter bubbles, political polarisation, moral outrage misinformation and fake news, and what they’re hoping to resolve. It also helped me understand users’ journeys and specific issues that needed to be addressed.
I believe there is an opportunity to design a service for social media users who want to make informed decisions and feel confident, empowered, and responsible BUT are frustrated and confused by the fake news and misinformation and the time-consuming and overwhelming nature of fact-checking.
Initially, it seemed that my target users were the same, but upon closer inspection, the user research and empathy map made clear that there were divergent motivations and behaviours. Creating personas helped bring some clarity to those divergences, which would become important reference points in the design stage. As research and design proceeded, I focused primarily on two personas because they represented heavy emphasis on two key behaviours: the one who fact-checks before sharing and makes informed decisions and the one who can easily be misled and finds it difficult to differentiate between fake and real news.
By creating and exploring the empathy maps, a user journey through a storyboard of two personas and their typical tasks, I uncovered key emotional moments that IG CRB and extended features needed to address.
The empathy map outlined emotional pains and gains around misinformation on social media to guide solutions. For example, the frustration of misinformation and the desire to make informed decisions.
Storyboard visualised user flows early in the design process and tested with users. Further to this, the stakeholder map identified key stakeholders involved in implementing and participating in the CRB. Jobs-to-be-done uncovered user goals and motivations around combating misinformation.
It’s a B2C-B2B model as it directly targets Instagram users who are concerned about misinformation and want to make informed decisions before sharing content and it also involves partnerships and collaborations with other organisations.
The Phase Gate process, guided by co-design/co-creation sessions, depicts the key tasks that the high-fidelity prototype would focus on
Creating What Ifs and testing them with users through co-design/co-creation sessions helped in iterations and finessing the concept. The phase gate process along with the user insight collected, guided design decisions moving forward. Secondary research provided knowledge of existing industry approaches to build on.
Since the service is for Instagram, the UI has been followed as per the platform’s brand guidelines.
Reviews could be manipulated by bad actors misrating content, undermining credibility.
Coming from a media and communication design background, my mindset was focused on visual appeal and aesthetics. This project taught me that human-centred design requires prioritizing people’s needs and experiences first. Through the course’s participatory design tools, I learned to map complex ecosystem relationships between stakeholders like reviewers, platforms, and fact-checkers. Co-creation sessions sparked innovative ideas by incorporating diverse perspectives. A key lesson was recognising the complexity of addressing misinformation. There are no magic bullet solutions. Effective social systems require thoughtful interpretation of incentives, governance, transparency, and trust-building. My mindset shifted from delivering assets to advocating for people navigating information ecosystems. I now focus on crafting experiences that empower, not exploit. Sustainability involves considering multiple stakeholder motivations and goals. This project reinforced that solving systemic issues requires mapping interconnected dynamics between people, communities, and institutions. I aim to apply these lenses to design seamless, ethical experiences that connect on a human level. There are always opportunities to positively impact people by listening first and creating responsibly.
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