To enable a face to face conversation with Facebook.
Users want to see that Facebook is taking action in response to concerns. Your Facebook Hub is a video first platform that overtly demonstrates Facebook is listening to the British public’s concerns.
In 2019, I was the Product Lead of V2.0 — to improve the UI and UX to increase the engagement level. More importantly, inviting people to search for and helping people find the answers to the issues that matters to them.
Process
1. Analytics
Analysis of current site behaviours.
2. UX Audit
Identifying key opportunities.
3. SCOPE
Alignment meeting and feature prioritisation.
4. WireframE
UX suggestions and approach.
5. Design
UI design, prototyping and user testings.
UX audit & findings
Homepage
User behaviour:
— 79% average bounce rate
— 87% stay on the homepage
— 40% scroll down below the fold of the homepage
— 1:45 average time on the homepage
— 79.38% bounce rate on mobile
— 1.38 average page view of 1.38 on mobile
Observations:
— The video introduction sets up the site proposition but takes time. Opportunity to express site proposition more quickly.
— Users need to scroll or search to discover there is existing content. Opportunity to surface content earlier to demonstrate the site’s purpose and promote discovery.
— Users need to click in to content to engage, is there a way to simplify the user journey and reduce clicks?
— Opportunity to create more space by removing the sticky footer and header, giving users more space to consumer the content
Search
User behaviour:
— 2.2% of users search
Observations:
— Could the concept of search and ask mean the same to some users? Opportunity to clarify roles of functionality.
— Users need to click on the Enter key to submit their search query, can a selection of a tag also perform this function?
Navigation and the about page
User behaviour:
— 0.89% visit the about page
— 1:33 time spent on the about page
Observations:
— The about page and ‘Got a question for us’ are the only two highlighted pages. Opportunity to prompt discovery by highlighting additional content areas.
— Opportunity to surface additional content on the About page by reducing white space
Improve the main navigation
Use the main navigation to help give an overview of the 4 different content pillars to support the proposition.
Lead with content
Have the content pillar cards integrated into the content feed to demonstrate the breadth of content without interrupt browsing experience. Dynamic layout creates visual hierarchy and interest and encourage scrolling habit.
Optimise search functionality
Improve search functionality to help getting people to what matters to them.
Engage users with content
Autoplay video (without sound) to add visual interest.
Develope landing pages for each of the content pillars
Each of the 4 content pillars have its own landing page to aid discovery.
