Problem
On Match, we were experiencing problems with bad actors sending explicit messages to members.
Members who send unwanted explicit messages were not getting reported, which allowed them to continue harassing other members.
This problem needed to be solved because we work hard to create a safe space on our platform.
Research/
Discovery
My product manager and I had an hypothesis that users needed a “speed bump” to remind them to be kind.
I also put together a user test of our current block/report process to find any usability issues.
During the user test I found that people were getting the block and report action mixed up. Users were tapping block when they were looking to also report.
Iteration
We iterated on the flow until users in the test were actually reporting the user. We tried both a drawer and modal option. Due to the conversational aspect of this project we decided to go with a combination of modals and drawers to make the experience as seamless as possible.
Solution
After user testing and iterating we landed on three solutions to the problem. On the receiver side, we added a option to report after blocking. Due to scope creep this was the most doable option.
Also on the receiver side (left), we added a message warning that this message contains sensitive content. This shows up if a message contains flagged words.
On the sender side we added a speed bump asking the user if they are sure they want to send the message.
