Facebook Business Inbox

 
 

During summer 2019, I interned with Facebook Business Inbox team under Ads and Business Pillar. Our mission as a team is to unify messages and comments management experience across Facebook and Instagram for business users. I was part of the Inbox design team and the only designer for unified comment experience across web and mobile. The product is now live on web Business Inbox with 8.2 million monthly active users.


 
Business Inbox-Instagram Comment

Business Inbox-Instagram Comment

What did Instagram Comment look like within Business Inbox?

 
Screen Shot 2020-09-28 at 11.47.57 PM.png
 
 

Instagram Comment lives within Facebook Business Inbox. The goal for Business Inbox is to enable business users to manage their messages, comments on both Facebook and Instagram within one platform. The image showcase what
the current Instagram Comment looks like.

 
 
User Behavior.png
Context.png
 
Opportunity Gap.png

Key User Needs

Screen Shot 2020-09-28 at 11.45.11 PM.png

Design Objective

 

How might we increase visual hierarchy and present an intuitive comment experience?


What is our hypothesis?

 

The current user engagement rate might largely be limited because it’s a hassle to scroll and find the new comment. If we could redesign the interaction experience of Instagram comment, that allows business to quickly locate the latest comment, this would reduce the friction for business to reply to the customers. This interaction pattern change might enable a less friction user flow for business & customer engagement.

 
 

What steps can we take to test our hypothesis?

 

Here is a breakdown of the actionable steps that I can take to build for our hypothesis:

 
Task breakdown.png
 

The goal after taking these steps listed above, our team is expected to see a engagement metrics increase on the product between business users and customers.

Design Approach

 
 

I used the set-based design method to put explore as much directions as possible for each of the product opportunity. Then pick and choose the better options I explored and present to my product team. Following process explains how I actually execute our testing plan.

 
Design Approach 1.png
Design Approach 2.png
Design Approach 3.png
Design Approach 4.png
Design Approach 5.png
Design Approach 6.png
 
Design Approach 7.png
Design Approach 8.png
Design Approach 9.png
 

Demo

How else can we leverage the space to help users stay engaged?

 
Screen Shot 2020-09-28 at 11.48.23 PM.png
 
 
Screen Shot 2020-09-29 at 1.58.10 AM.png
Success.png
Screen Shot 2020-09-29 at 12.52.18 AM.png
IMG_4701.jpg

Major Takeaways:

  1. Scalability is a key - when designing at scale for 8.2 million Facebook business users across the globe, it is important to make sure our platform adopt to different users’ need from the variation in business sizes.

  2. Prioritization - in a fast moving environment like Facebook, spend time and limited resources most efficiently is one of the crucial skills that I learned over the internship that helped me achieve my goals.

  3. Think & act beyond - always be proactive when seeking for the next opportunity to grow and drive impact.