Booking.com
User Interface and Visual Design of the first - public - Booking.com’s Content Moderation report under the European DSA.
Booking.com, a leading online travel agency, is required to publish a Content Moderation Report in compliance with the European Digital Services Act (DSA). This report aims to provide transparency regarding how Booking.com moderates content on its platform, ensuring compliance with legal standards and user expectations.
Timebound: 6 months (part time)
Role: UX/UI Designer
Tools: Pen & Paper, Figma
The problem
Beginning February 2024, all service providers must publish yearly reports on their content moderation practices. These reports should include data like the number of legal requests, methods used for moderating content, statistics on content removal, and the effectiveness of automated moderation systems. Hosting providers must share the number of notifications from users and trusted flaggers, while online platforms need to report on disputes and user suspensions. Very Large Online Platforms and Social Entities must follow stricter rules, publishing reports every six months that detail their moderation team’s qualifications and expertise.
Scope
UI Design: Create a clean and intuitive user interface for the Content Moderation Report.
Visual Design: Develop a visual identity that aligns with Booking.com’s brand while adhering to DSA compliance guidelines.
Content Strategy: Organize and present information related to content moderation policies, procedures, and outcomes in a structured and understandable format.
Accessibility: Ensure the report is accessible to all users, including those with disabilities, by adhering to WCAG (Web Content Accessibility Guidelines).
Compliance: Ensure that the design and content of the report meet all requirements stipulated by the European DSA.
Objective
The primary goal of this project is to design a user-friendly and visually appealing interface for Booking.com’s first public Content Moderation Report. The interface should effectively communicate complex information related to content moderation practices in a clear and transparent manner.
Deliverables
High-fidelity UI designs for desktop and mobile versions of the Content Moderation Report.
Finalized report ready for publication on Booking.com’s official website in the form of a PDF
My approach
One of my initial challenges was delivering a product that balanced usability and engaging elements within the constraints of a flat PDF document as the final deliverable. Therefore I focused on creating interactivity through clear layout, hierarchy or information, focus points, visuals, color, and illustrations.
In approaching the challenge of designing Booking.com’s Content Moderation Report for compliance with the European DSA, I employed a structured methodology that prioritized collaboration with stakeholders at every stage.
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I conducted in-depth research into DSA requirements and studied transparency reports from similar digital service providers. This informed our understanding of best practices and potential regulatory pitfalls.
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Throughout the project, I actively engaged with Booking.com’s Legal and Compliance Team to ensure alignment with regulatory guidelines. Their insights were crucial in shaping the content strategy and ensuring accuracy in portraying content moderation practices.
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By creating wireframes and prototypes early in the process, I facilitated feedback loops with stakeholders. This iterative approach allowed us to refine the UI/UX design based on practical insights and regulatory feedback.
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Collaborating closely with Data Scientists and Project Coordinator I developed a visual identity that not only met DSA compliance but also aligned with Booking.com’s brand aesthetics. This ensured a cohesive and professional presentation of complex information.
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As we finalized the report, regular review sessions with stakeholders ensured that all aspects—from information architecture to interactive elements—met both regulatory standards and user expectations for clarity and accessibility.
“Through this collaborative approach, we successfully designed a transparent and user-friendly Content Moderation Report that not only meets legal requirements but also enhances trust and accountability with Booking.com’s users and regulatory bodies alike.”
Due to NDA, I am not allowed to share content details at this moment.
Numbers speak volumes
Results of Metrics for Booking.com’s Content Moderation Report
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Achieved
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5,000 visits in the first month.
Average session duration: 3 minutes.
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WCAG AA rating.
95% screen reader compatibility.
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85% rated report as clear and informative.
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Rated 4.5/5 for alignment with standards.
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Reduced audit compliance review time by 20%
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Continues to evolve with DSA updates.
Sustained high user engagement and satisfaction
Challenges & Learnings
Conclusion: By successfully designing an intuitive and compliant User Interface and Visual Design for Booking.com’s first public Content Moderation Report, this project aims to enhance transparency and trust with users while meeting regulatory obligations under the European DSA. The final report will serve as a benchmark for future transparency initiatives within the company and industry.
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If I started the project again, I would focus on creating user personas. Since the main users are regulatory bodies and legal entities, this step is important and could lead to better results.
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Regulatory Complexity: Understanding the specific rules of the European DSA was difficult and needed ongoing attention and understanding.
Stakeholder Alignment: Bringing together different viewpoints from stakeholders and incorporating feedback from legal, compliance, and design needed clear communication and collaboration.
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Early Stakeholder Engagement: Involving stakeholders from the start helped clarify needs and align expectations, ensuring commitment to the project's success.
Iterative Design: Testing prototypes early and collecting feedback allowed for prompt changes to meet regulations and user needs.
Continuous Education: Updating the team on regulatory changes helped foresee challenges and adapt our approach.
Flexibility: Adjusting to changing regulations and stakeholder feedback was essential, requiring a flexible design and implementation process.
Collaboration: Encouraging teamwork across different areas improved project results by utilizing various expertise for compliance and user-focused design.