Project
Story instant comment feedback
Content design
Challenge
The goal here was to learn why users might choose to not use pre-generated story replies.
Why?
Users of Stories were provided auto-generated comments to quickly reply to friends, but for users who showed they were not interested in the feature we provided a feedback tool to snooze the feature for individual users and learn about why they might not use it.
At a glance
Company
Partners
Product designer
Product manager
My role
Content designer
Timeline
2 weeks
Tools
Figma
Research
Existing quantitative information
Coming into the project, I learned through existing documentation that user adoption of suggested responses was not meeting expectations. The purpose of this project was to better understand why users were not using the recommended comments and to give them an option to pause the feature if they did not find it valuable.
Process
Since this screen interrupts the user’s consumption of content, it needed to be quickly digestible and in an encouraging tone. There was also a strong effort to keep language very human so as to elicit feedback. I wrote all content on this screen.
“Actually, I like them”
This allowed for users to show that while they had not used the feature, they were open to using it. The language above that of “Tell us how you feel …” also remains neutral, not focusing on the user having not used the feature, instead remaining open to positive and negative feedback.
The other options below include “They’re,” which, while maybe unnecessary, creates a conversational tone where users might be more likely to give an honest reply.
“Thanks for your feedback. Suggested replies will be temporarily disabled.”
Again, keeping in line with a friendly tone and human voice, we thank the user for not dismissing the screen without responding and inform them of what the result is (disabling the suggested replies). In other words, we acknowledge an action taken on the previous screen and explain the resulting changes.
Solution
The new bottom sheet would interrupt users bypassing the messages after a set number of instances where they ignored the feature. After that, message suggestions would be paused for a period of time. During this time, a reorganization moved to other teams, and I was not able to follow the launch of this project.
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