Meta - Creator Portal
Designing a Seamless Support Platform for Creators
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Overview
As a Product Designer at Meta, I contributed to both the internal Customer Support SaaS and the Creator Support platform.
This case study focuses on my work on the Creator Support platform, aimed at providing creators with an intuitive, streamlined experience to access help resources and navigate platform features with ease.
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My role
I collaborated closely with a cross-functional team, including a Product Manager, Engineering Manager, four engineers, and key members from content design, research, data engineering, machine learning, marketing, and legal teams.
My role encompassed not only core design responsibilities but also elements of product ownership, where I facilitated design reviews, led brainstorm sessions, created prototypes, and developed onboarding documentation for new team members.
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Challenges
The design for this project was relatively straightforward, as structuring help support content is a familiar. However, support resources spread across multiple pages for Facebook, Instagram, and other Meta products, identifying and merging redundant or overlapping information required significant coordination.
In terms of company process, Meta’s team structure presented an additional challenge. Without a dedicated Product Owner, I took on some product ownership responsibilities, ensuring alignment across teams and bridging gaps in product strategy while advocating for design as a core component of the team rather than just a cross-functional collaborator.
Research and Discovery
I reviewed data from previous usability sessions, analyzed current analytics, and conducted a comparative analysis of competitive platforms to understand best practices.
Observing how platforms like Google structured their help support, I found that consistent and centralized information would better serve users by consolidating scattered resources into a single, accessible location. This informed the direction of the Creator Support platform’s structure and design.
Initial changes were for FB and IG, but could influence the future for all of Meta’s products.
Design changes
I simplified the navigation by consolidating repetitive and overly similar menu items that caused user confusion.
By significantly reducing the number of options, I created a more focused and intuitive experience, allowing users to quickly find the information they needed without getting lost.
Based on usability testing, I positioned the account-switching option prominently within the header, eliminating the need to return to a specific product page just to change accounts, significantly enhancing cross-product navigation.
A relatable header image representing creators was also introduced, making the platform feel more relevant and welcoming to its target audience.
I worked closely with the content design team to streamline and improve accessibility for high-demand articles. Together, we audited created a comprehensive document listing the most-searched topics, using data analytics to identify user priorities.
I ensured all articles followed a unified structure, consolidating scattered information from 5 different support channels into cohesive, easily accessible documents.
"I literally just searched this and could not find the answer...
Wow. Yes this is much more helpful to have it show up like this, I mean this one paragraph here is all I needed.
I really didn't' know when I was going to get paid."
- Participant
Outcomes and Reflections
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Usability Testing and Iteration
I created usability testing scripts and collaborated with the research team to conduct sessions, observing 100% task completion and user satisfaction.
Users responded positively, often noting that they could now easily find answers to questions that previously required support contact, which was known to be a hassle.
This feedback validated the design’s effectiveness, reinforcing our focus on intuitive navigation and accessible content that empowers users to self-serve.
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Impact
While not yet fully implemented, the redesigned support platform showed promising results in usability sessions, demonstrating that users could quickly find information without having to consult multiple sources or wait for support agents.
This streamlined approach reduced user friction, improved self-service efficiency, and underscored Meta’s commitment to user-centered support solutions.
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Reflections and Learnings
This project deepened my understanding of cross-functional collaboration and the benefits of integrated teamwork in creating impactful user experiences.
Additionally, stepping into a partial product ownership role underscored the importance of adaptability, especially within Meta’s unique team structure, where I could bridge design and strategy to support a more holistic product vision.
Working with Meta’s proprietary tool Proton also expanded my technical toolkit, providing valuable insights into advanced prototyping capabilities that I’ll carry forward.
Rich Robison, Engineer Leader at Meta
