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Case Study 2: Messenger Help Center

Regulatory Supervision Launch

Overview

Meta needed to launch 11 new regulatory-required Help Center articles covering Messenger’s regulatory-required parental supervision features within just 2 weeks, which is half the normal prep time. These articles had to be accurate, compliant, user-friendly, and seamlessly integrate into Messenger’s flows.

Problem

  • Knowledge gap: Messenger Subject Matter Experts had recently left, leaving little historical context.
  • High complexity: Regulatory content required both legal accuracy and user clarity.
  • Cross-functional dependencies: Required input from PMs, product designers, and engineering teams.
  • High stakes: Content had to be published by the regulatory deadline with zero errors.

Solution

  • Rapid research: Partnered with PMs and product designers to document product flows step-by-step.
  • Content prioritization: Structured requirements into 11 distinct, focused Help Center articles.
  • Plain language rewrite: Translated legal/regulatory text into clear, actionable language.
  • Iterative reviews: Coordinated fast, parallel reviews with cross-functional partners to meet deadlines.
  • QA + integration: Oversaw CMS publishing, ensured links worked in-product, and finalized for launch.

Project Goals

  • Converted legal/regulatory jargon into plain language.
  • Focused on user actions and benefits instead of compliance language.
  • Made it contextual and product-specific, reducing ambiguity.
  • Aligned with Messenger’s brand tone while still meeting regulatory obligations.

Rewritten Copy (proposed UX content)

  • Before: “Messenger must provide supervisory controls in compliance with regulatory mandates. These controls are defined in accordance with applicable laws and policies.”

    • After: “Messenger now offers supervision tools that let parents and guardians set limits and monitor their teen’s activity. These tools are required by law and designed to keep young people safe on our platform.”

  • Before: “Guardians may be entitled to exercise certain supervisory rights over the account.”

    • After: “If you’re a parent or guardian, you can review your teen’s settings, set time limits, and see who they’re connected with. Learn how to manage supervision in Messenger by following the steps below.”

 
Increase in activation rate
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Increase in activation rate
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Increase in activation rate
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Business Impact

  • Delivered 11 compliant Help Center articles in just 2 weeks.
  • Content was both regulatory-approved and easy for parents/guardians to understand.
  • Helped Messenger maintain compliance while ensuring a seamless, user-friendly supervision experience.

Read more of my case studies

Case Study 1: Facebook Events

Case Study 3: Instagram Help Center

Case Study 4: Coinbase Customer Experience

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