Methods

Brainstorming

Ideation

Research

Sketching

Responsibilities

Interaction Design

Prototyping

Technical Requirements Gathering

Wireframes & User Flows

Timeline

6 Weeks


The Problem

Building trust in online communities is a difficult problem, especially in the domain of online dating where trust is crucial. By listening to our users at Zoosk, we knew one area where trust was lacking was that people didn't always look like the pictures they used on their profile. So we set out to design a process that would help alleviate some of the concern around trusting people's pictures.


The Process

There are verification options in place on Zoosk, such as verify via text message or Facebook, but these options only helped prove people were real people, they did not help build trust around photo accuracy.

Through some brainstorming we decided that allowing users to record a video through the Zoosk platform, that the Moderation Team would compare to their pictures, would be a way to help with issue. Since the video was recorded through the product we could ensure that it was up to date, and difficult to manipulate.


To help people be successful at recording a video I spent time with exemplars such as Vine and Instagram to dig deeply into the recording experience. I also met with our Moderation Team to learn about what makes for a successful photograph on Zoosk and what kind of issues they regularly saw with photos. By combining what I learned from these sources we were able to determine a small set of instructions that would help the user be successful with their video. We also identified key components of the experience to be the best way to hold your phone, how to pose, and video length.

 


Photo Verification

While designing the direct implementation we introduced an entry point for photo verification in the photo gallery. There is a direct connection between photos and this feature, so putting an entry near picture experience was important.

It was essential that the verified indicator to live outside of the person's picture so that we did not obscure their picture. We decided that each picture needed to have it's own verified indicator, so that if someone looked at the pictures, they would know which were accurate.

Tackling the problem of getting people to shoot their video, we decided to use repetitive simple language that let the user know that their video was only going to be seen by Zoosk moderators. We showed the user this text in multiple locations in the process in hopes of making sure that it was read.

verification-01.png

Initially one requirement was that we wanted to see if people would ask other people to verify their photos. During internal testing users were confused as to who would see their video. A/B testing also showed the feature had very low engagement, so we changed the process to be self-initiated. This dramatically increased engagement and eliminated the confusion people were experiencing.

Our user testing showed that the process of recording the video was very easy to understand. We  saw some moderate engagement improvements for verified profiles.

Read the press release.

Read the Wired article.

Read the PCMag article.

Results

99%

Videos accepted

30,000+

Videos submitted in the first 2 hours on Android

1

Patent filed