2021—2024
De-risking billions in fines by transforming Meta’s enforcement experiences to increase engagement, revenue, user sentiment, and reduce harm
See it live on transparency.meta.com
Accountable & responsible
I owned the end-to-end design of a scalable enforcement system, leading design strategy, experience direction and cross-product adoption while collaborating with a core team of five designers and ten cross-functional partners.
Consulted & informed
I partnered with hundreds of Product, Engineering, Research, Data, Legal & Policy and partner design teams and POCs to align requirements, navigate trade-offs and deliver at scale.
Meta must inform and offer appeals to the millions of users affected by daily enforcement actions, or risk fines up to 6% of annual global turnover under the Digital Services Act
Meta’s enforcement experiences need to be scaleable, transparent, actionable, and reliable
Business needs
Scaleable experiences, agile response to regulations, and increased engagement.
User needs
I want to understand why Meta acted, how decisions are made, and feel heard.
Measuring success
Percentage of enforcement experiences that are delivered and have appeals.
But with thousands of different possible screens to update across multiple surfaces, it took months to respond to regulatory requests making the risk of fines extremely high
Multiple steps per experience, multiple templates per enforcement, multiple different enforcements, across multiple surfaces.
I led design alignment across Facebook, Instagram, Messenger, VR, and AI apps, replacing fragmented enforcement flows with a single scalable system
Communicating the enforcement decision
Transparency on the decision and available actions
Tools to disagree and give users voice
Home to manage all decisions and updates
before & after
Notice
Consolidating multiple fragmented notifications into 1 actionable experience, reducing perceived over-enforcement and restoring user trust.
information architecture
Detail
Implementing consistent information architecture across surfaces ensures predictable messaging, reducing cognitive load and improving comprehension at scale.
entity agnostic information architecture
Status
We transformed Account Status template to communicate the state of things you manage and provide better access to remediation tools and updates.
We rolled all that out across multiple enforcement types and multiple surfaces, covering nearly 100% of enforcement experiences, increasing predictably, and understandability…
…with no DSA fines to date
Users reported higher clarity, trust, and understanding of enforcement decisions.
“I thought the process was very clear, logically laid out, made a lot of sense.”
“Information was clear, concise and to the point.”
…all laddering up to Meta’s companies top priorities.
The patterns we defined became the industry standard around the world
To prevent future fragmentation we developed a governance framework for documentation, experimentation, review processes, improving clarity, accountability, and collaboration for faster consistent responses to requests and audits.