Bridge Web and VR

Telecom company - User Report System

Etisalat’s e& universe is a virtual world where users explore immersive spaces, interact with others, and experience digital services. But like any open ecosystem, it faces risks: offensive user behavior, inappropriate objects, and harmful world designs.

Company:

VIVERSE

Role:

UX&UI Designer

Year:

Sep 2024 - Oct 2024

Our team

1

UX&UI Designer

2

Developers

Business Goals

To ensure a safe and trusted environment, e& universe commissioned the User Report System, a feature designed to make reporting issues simple, structured, and accessible.

Strengthen trust in the platform

Ensure user safety
Improve service quality monitoring

World and object report page

The Problem

Previously, users could only report issues via email to customer service.

Key problems:

Users didn’t know what details to include → incomplete reports.
Reports were made offline, outside the platform → extra effort.
Users often abandoned the process → lower brand confidence (shown in NPS results).

Previously, users could only report issues via email to customer service.

Key problems:

Users didn’t know what details to include → incomplete reports.
Reports were made offline, outside the platform → extra effort.
Users often abandoned the process → lower brand confidence (shown in NPS results).

Previously, users could only report issues via email to customer service.

Key problems:

Users didn’t know what details to include → incomplete reports.
Reports were made offline, outside the platform → extra effort.
Users often abandoned the process → lower brand confidence (shown in NPS results).

Previously, users could only report issues via email to customer service.

Key problems:

Users didn’t know what details to include → incomplete reports.
Reports were made offline, outside the platform → extra effort.
Users often abandoned the process → lower brand confidence (shown in NPS results).

Before(schematic diagram by AI) and after

Target Users & Roles

The system was designed for three user groups:

Reporter: any signed-in user submitting a report
Customer Service: internal team reviewing reports
Reported Entities: the users, objects, or worlds flagged for moderation

Reporter persona

Scope & Constraints

Reports available only to signed-in users

Reports are account-linked (no anonymous submissions)
Mandatory fields: user email, description, image attachment
No progress tracking (outside current scope)
Supported on desktop, tablet, and mobile web (RWD)

Research & Insights

Analysis of existing feedback revealed:

Majority of reports target users, followed by objects and worlds
Email-based reporting caused delays due to unclear submissions
Many users preferred not to report at all, leading to disengagement

Design Process

User Flow

We streamlined the flow into three steps:

Select issue type (user, or object/world)
Provide description and attachment(s)
Submit the report

Example Scenario

A user encounters offensive decorations in a virtual world.

Select “Report this world” from the World details
Add a brief description of the problem
Upload the screenshots
Submit with one click

User Flow

We streamlined the flow into three steps:

Select issue type (user, or object/world)
Provide description and attachment(s)
Submit the report

Example Scenario

A user encounters offensive decorations in a virtual world.

Select “Report this world” from the World details
Add a brief description of the problem
Upload the screenshots
Submit with one click

User Flow

We streamlined the flow into three steps:

Select issue type (user, or object/world)
Provide description and attachment(s)
Submit the report

Example Scenario

A user encounters offensive decorations in a virtual world.

Select “Report this world” from the World details
Add a brief description of the problem
Upload the screenshots
Submit with one click

User Flow

We streamlined the flow into three steps:

Select issue type (user, or object/world)
Provide description and attachment(s)
Submit the report

Example Scenario

A user encounters offensive decorations in a virtual world.

Select “Report this world” from the World details
Add a brief description of the problem
Upload the screenshots
Submit with one click

World/Object(s) report flow

User report flow

Since there's no CRM system built up yet(out of the scope), the customer service will receive the report by email directly, eliminating the inefficiency of offline behavior.