Meta—Account Health

After debuting in July 2020, the Shop program lacked a trust and safety mechanism to prevent egregious seller behavior in the ecosystem, which eroded user trust in both Instagram and Instagram Shop brands. Additionally, there was no incentive program to reward exceptional seller performance. With the support of leadership, I led the design and strategy of the Seller Performance Program in partnership with Meta's Business Integrity and Catalog Integrity teams.

Role

Design Lead

Product Strategy

Team

1 PM

5 ENG

1 UXR

Time

Jul 2022 —

Nov 2022

Audience

10M+ US Sellers

Fortune 500s

Local SMBs

While Instagram had long been the preferred platform for consumers to discover new brands and products, the IG Shop marketplace lacked adequate trust and safety measures. With thousands of unverified sellers, IG Shop was experiencing a reverse flywheel effect in consumer trust, negatively impacting Meta's advertising business. To build an effective communication channel for sharing recommendations and issues with sellers, my partner teams and I conducted an in-person design workshop.