Empowering Members to Take Control

My Role

I was the lead product designer for this self moderation project. I collaborated with PM, Eng, design leadership, legal partners and cross functional designers on the mobile app team to ensure we launched with the best member experience.

My role consisted of creating design iterations, planning the phased launch of the project, prototyping concepts, communicating a design vision and being the lead design voice from concept to implementation and QA.

The Timeline

I collaborated with a product manager to define key focus areas for design that would solve the problem at hand. I proposed designs, walked through prototypes with cross functional partners and iterated based on user needs and technical scope. I proposed phasing for the designs to roll out the best design from the start. 

After iterating and finalizing designs, I worked closely with PM and Eng during implementation to answer any questions and provide guidance.

The project launched successfully and has seen active engagement and positive feedback since launch. 

The Solution

It was important to start scoping design for the areas where members can interact with each other. The largest area for improvement was the in class flow as that is where interaction is most common. I also designed concepts for profile page, any hashtag entry points as well as profile settings so members can revisit their preferences at anytime.

The solution was to give members control to block others on the platform and hide hashtags. Blocking members meant a user could control who could interact with them and they would no longer see offensive or unsafe location messages. Hiding hashtags was another win to allow users to hide tags that make their experience unpleasureable.

While in class a member can easily block or hide tags from another at any point during their ride, row or run.

Once a member is blocked the blocked will not see the "blockee" on the leaderboard, they cannot send highfives and cannot search or view their profile anywhere. The "blockee" will only see 'Peloton Member' for the remaining time in that class preserve leaderboard statistics. If the blockee starts a new class, they will never see the blocked on the leaderboard.

Though blocking in class would be the primary entry point, I wanted to introduce more control by allowing members to actively seek out profiles they may want to block. This way they do not have to wait for someone to join a class to block them and can block someone after a class has taken place. 

Members can block others directly through their profile page. Once they confirm the block, they will be redirected to the homepage and will only see the person's name if they revisit their settings.

If a blocked member has been flagged or blocked by multiple people then the moderation team at Peloton will disable their account and investigate the issue.

Settings

Members are able to revist any accounts they have blocked or any tags they have hidden. They can undo these actions at any point in time. They are also able to directly search for more profiles or an infite number of tags they want to block while on this page.

Launch

We designed ways to remove harrassment and uncomfortable situations. After launch, we saw positive feedback and good adoption numbers as soon as the feature launched. It was successful because we gave users control over their experience and now have powerful ways to deal member issues without having to work in a tedious manual process through customer support like before.

Challenges

Working with moderation is serious and highly impactful therefore it is important to cover all bases, ensure a member's safety is put first and have thorough reviews with legal teams. We had to ensure messaging was clear, the flow was simple and the experience impactful.

Though the launch was successful, working on this experience revealed other areas on the experience that need improvement and more buy in. This includes having open text fields in location bios and ensuring we can monitor and flag input even better.

Other Projects