Exploring perceptions of identity verification and reporting of abuse on social media

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Role: Project lead

#Design research, #Behavioural insights

Background

Social media is a double-edged sword. On one hand, it serves as a powerful tool, empowering users with a self-managed channel of communication that spans the globe. On the other hand, it also introduces risks that can jeopardize the safety and security of its users. Privacy, safety, and security are multifaceted issues that pose significant challenges to platforms.

To address these challenges, platforms have implemented solutions such as mechanisms to report abuse, end-to-end encryption (E2EE) and identity verification. While these measures aim to mitigate risks, they also pose potential drawbacks and introduce new risks for certain types of users.

Methodology

The research was initially planned for in-field interviews with platform users, but due to the onset of the COVID-19 pandemic, we had to transition to remote interviews. During these interviews, participants were engaged in discussions concerning their experiences and perspectives on privacy, safety, end-to-end encryption (E2EE), identity verification, and the various contexts in which these concepts are relevant. Participants were also presented with prototypes and mock-ups of potential solutions to gather feedback.

The research spanned across several countries, including Australia, Brazil, Colombia, Germany, India, South Africa, Thailand, Vietnam, the UAE, and the US. It encompassed diverse human-centred use cases, such as undocumented migrants, women at risk, transgender individuals, and indigenous people, among others.