creator + media portal redesign

PROJECT GOALs

Launch dedicated support for creators + redesign the support experience for media partners.

WHAT I DID

Led the redesign for both these experiences on an incredibly short timeline (4 weeks!) and with no Product Design support.

Influenced product strategy and design by proposing we include "snippets" to help people see what each item means at a glance.

outcomes

Completely overhauled the way we communicate to creators and media partners.

Restructured the way people navigate our site.

context +details

While creators drive an incredible amount of value for Meta, over 99% of these creators had virtually no way to contact support before this redesign.

The goal of this project was to launch dedicated support for creators for the first time in our company history. At the same time, we wanted to redesign the support experience for our top managed media partners.

Before

This is what the portal looked like before the redesign.

ZOOMING IN

I created an intuitive, easy-to-navigate menu bar, had the idea to include content "snippets" to help people quickly identify their issues and wrote a short onboarding experience to let people know what had changed.

During the design process, I combined the left and right nav menus to create an experience that was more intuitive and easier to navigate

The most common help requests appear on this screen. If people have a different request, they can click the blue button at the bottom of the screen to see more options.

If people click “see more,” they’ll see all of the options here on this screen. They can expand a section by clicking on a downward arrow.

This is the expanded version. The purpose of the snippets is to solve a big people problem we have on the Help Center, which is that people don’t always know how to describe their issue. Snippets help people see what each item means at a glance, so they don’t have to guess and click a million times.

To further help people quickly find what they’re looking for, I also provided adjacent/related content about each topic in the “see more info” section.