META BUSINESS SUITE: IMPROVING QUALITY
Line of Business Leader (Design), UX Direction, Transformational Change
”Facebook Business Suite continues to be a poor performer. It’s almost impossible to see and answer customer messages”
HAPPIER CUSTOMERS & CULTURAL CHANGE
4.4+ Stars (from 3.0)
Culture of High Quality, Adaptability & Resilience
THE APPROACH: SOLVE FOR SHORT AND LONG TERM:
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- Team
- Assemble/Align for Speed
- Triage
- Based on Commonality, Frequency, Severity & Type
- Strategy:
- Position for Scale
LEVERAGE FRAMEWORKS .
Product Quality Model
Our product quality model unites us all around a common definition for both foundational (technical) and experiential quality & measurement. It also:
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- Removes ambiguous language
- Reinforces that all dimensions need to work together to meet our user's expectations
- Leverages Meta’s performance assessment framework:
FRAMEWORKS: BASELINE, THEN ELEVAT
SET AN ENDURING STRATEGY
META BUSINESS SUITE
Contact
Get in touch with us to know more details about this property
Michelle Kapnias
Experience Design LeaderPROVIDE GUIDANCE
Product Architecture Map:
Ensure understanding of core product capabilities and the relationship between tools.
Product & Design Reviews:
Ensure teams have frequent touchpoints with leadership to share ideas, gather feedback and work through challenges, with forward-looking transparency.
FOUNDATIONAL QUALITY: PERFORMANCE
Problem:
Facebook Business Suite was unreliable and the performance (responsiveness) of key workflows was poor.
Solution:
Fix crashes and performance issues by improving load times.
Result:
Improved uptime (3%pts), decreased
performance lags (2-3s), decreased
bounce rates (~2%)
EXPERIENTIAL: SIMPLIFY WORKFLOWS
Problem:
SMBs face overwhelming options when creating a post or reel and they’re not confident with what they’ve selected.
Solution:
Redesign layout, introduce guidance & “smart defaults” based on segmentation and ML. (Before/After)
Result:
Increased TCR, improvedd
engagement x3.
INDIRECT: QUALITY MINDSET, EVOLVE ORG BEHAVIOR & CROSS-ORG IMPACT
Set Expectations
Craft, Scale, Experiments, Customer-Obsession
Adjust incentives
Collaboration, Impact-focused, Speed
Stay Curious
Keep Raising the Bar, Responsible AI, Pattern/System Design