Support Resources for Concerned Family & Friends
Support Resources on Live Video
Hacked Account Cleanup
Profile Picture Login
© 2021 Jessica Metro
Hello, I'm Jessica Metro
I’m a design leader who’s passionate about creating products to guide people through life’s most difficult challenges. I’m not afraid of tackling complex problems, and I draw on empathy and ethics as the foundation of my solutions. I love working across the full-spectrum of design: collaborating with researchers to understand the problem, leading team sprints to uncover opportunities, making pixel-perfect prototypes to visualize the solutions, and of course partnering with engineers to bring it all to life. Repeat.
In my 8-year tenure at Facebook, I have been a designer on Login & Security (3 years), a lead designer on Compassion & Well-being (2 years), and am currently a lead designer on Privacy (3+ years). I have BFAs in Graphic Design and Photography from the University of Illinois (2013).
When I’m not designing, I’m twisting myself into pretzels, climbing mountains, dancing like it’s the 1920s, or making things for my friends and family.
Facebook: Privacy Checkup, 2020
When Privacy Checkup first launched in 2014, it featured 3 settings: post visibility, profile information, and connected apps and websites — all of these focused on audience controls. Well received at the time of launch, as a feature it remained the same while global privacy concerns evolved and privacy controls on Facebook grew.
In 2019, I led the redesign of Privacy Checkup to cover the wider scope of people’s concerns (including security, data, and advertising), to organize the product experience based on people’s mental models, and to balance the needs of our global community from people with low-tech literacy to privacy skeptics.
The new Privacy Checkup launched in January 2020, which expanded to 9 modules of settings organized into 4 topics: Who can see what you share, How to keep your account secure, How people can find you on Facebook, and Your data settings on Facebook. We iterated to add additional settings and topics, including Your ad preferences on Facebook. Since privacy is personal, we integrated privacy tips to help people make the right privacy decisions for them.
Facebook Messenger: Ignore (Harassment Prevention), 2017
Online harassment affects people all over the world, and there can be serious offline repercussions. One way harassment manifests on Facebook is through unwanted messages. While we have tools like blocking to mitigate harassment, we heard through research that blocking felt extreme for repetitive badgering or for those who knew the harasser in person, especially since savvy users could figure out that they’ve been blocked.
We created Ignore to fill the gap between muting a conversation and blocking someone on Messenger. The feature allows someone to hide a conversation discreetly: the person being hidden could continue to send messages without knowing that their messages were going unseen, and the person hiding the conversation could proceed without being aware of annoying or harassing messages. If the recipient needs to seek out the conversation, they can find it easily and unhide it if necessary. They can also block someone they had hidden.
Read more about this product and our process in my Medium article.
Facebook: Support Resources for Concerned Family & Friends, 2017
Even though it’s not talked about in most cultures around the world, almost everyone has been affected by suicide, whether it’s a family member, friend, classmate, or yourself. According to the World Health Organization, 700,000 people die by suicide every year, and 14 million people struggle with suicidal ideation or attempts every year. Many people reach out for help on Facebook, but friends and family don’t always know what to do or say, even though they desperately want to help.
My team partnered with mental health experts and groups like Forefront and The National Suicide Prevention Lifeline, as well as people with lived experience to develop our resources. Now concerned family and friends can learn how to talk to the person at risk, send a caring card to let them know in a lightweight way that they care, get tips on how to start a deeper conversation, or connect with another friend for help.
Facebook: Caring Cards, 2017
As part of our resources for concerned family and friends, we created Caring Cards to help them tell a loved one who’s at risk for suicide that they care and are thinking of them. It’s a simple gesture, but it can help save their life. Experts say that one of the best ways to help prevent repeat suicide attempts is for those in distress to hear from people who care about them.
For this product, we crafted five animated cards with a range of messages and tones to suit most people’s needs. The animated videos are intended to help these feel lightweight, engaging, and soothing to watch. And the UI to send a card is designed to be intuitive, straightforward, and encouraging.
Facebook: Support Resources on Live Video, 2016
Facebook Live was created as a new way for people to be creative and express themselves: from everyday life moments, to family gatherings, to instructional tutorials, to raising awareness for social justice. Like other posts on Facebook, we knew people would use Live to reach out about suicide or other distress, and it was crucial that we provided timely support especially to the person at risk, but also to the viewers watching and the person who reported it.
Instead of ending the livestream when someone reports it, we learned that keeping it live provides a greater opportunity for the person at risk to get help and potentially save their life. Friends who are watching can comment or call to offer support, and we intervene with resources which include reaching out to a friend, contacting a helpline, or seeing tips for self-care. Since the person in distress is likely feeling overwhelmed, the intervention is intentionally designed so they know they were always in control: a simple binary choice to see the resources or not, a clear indicator that they’re still live, and the ability to get back to the resources later if they’re not ready to see them at the moment.
For friends and family, they want to help but don’t always know what to do when they hear a loved one talking about suicide; and there’s a possibility they’ll witness something traumatic. So it’s important that we provide support at every stage of the process for them as well.
Instagram: Support Resources, 2016
Disordered eating, self-harm, and suicide affect millions of people, many of whom reach out on social media for help. We wanted to make sure that anyone who needs help gets the resources they need: community by talking with a trusted friend, mental health support by contacting a helpline, and tips to take care of themselves.
We partnered with mental health experts and groups like National Eating Disorders Association and National Suicide Prevention Lifeline, as well as people with lived experience to develop our resources, identify the right interventions and prompts, and craft the most helpful language.
Facebook: Security Checkup, 2015
Many people don’t feel safe online and worry about their accounts getting hacked. Facebook dedicates teams to work around the clock to keep users’ accounts secure and provides security controls that users can turn on for added protection. However, those controls have often been hard to find, or worse people don’t even know they exist.
We created Security Checkup to proactively introduce Facebook users to security features and education they wouldn’t have otherwise discovered. They’ll first review where they’re logged in and log out of any unused apps and websites that have crept up over time. Next, they can add extra security by turning on notifications for every time their account is logged into. And finally, they can read tips to protect their password.
Facebook: Hacked Account Cleanup, 2015
Getting hacked can be a scary experience; you don’t know what the hacker had access to or changed on your behalf. We had a rudimentary flow to help people clean up their account after it was hacked. But it lacked warmth and support, used confusing and technical language, and was off-brand so some people didn’t trust that it was actually from Facebook.
I re-designed this experience, keeping people’s emotional state in mind, and infused it with reassurance and positive affirmations through new steps, language, and illustrations. Clearly setting expectations about how many steps people have to go through and including a progress indicator to orient people in the flow increased flow completion and positive sentiment around trust and sense of accomplishment.
As I updated the Hacked Account Cleanup experience to Facebook’s Interface Guidelines, I simultaneously updated all of Facebook’s security products to the same system, making them all on-brand and building trust. As part of this effort, I created new components and defined the guidelines for the step indicator, password fields and strength indicator, interstitial grids, bulleted lists, and more.
Facebook: Profile Picture Login, 2014
Almost 2.5 billion people use Facebook all over the world, and everyone uses their phone differently. Some people log in once and never log out. Some people log in and out multiple times each day. Some people log out to share their phone with a friend or family member. And some people have a really hard time remembering or typing their password.
My team and I created Profile Picture Login to help with all of those scenarios. It allows someone to log in with one tap, save multiple people’s accounts to one phone, and add a passcode for extra security.
As part of designing Profile Picture Login, I also redesigned traditional login on Android, updating to Android’s design guidelines and ensuring consistency across Android and iOS.
© 2021 Jessica Metro