New feature development: E2E flow and notifications
Designing the full user journey for a notification feature that helped bring players back into in-game activities.
Platform:
Meta Horizon
Scope:
End-to-end flow, UX writing, documentation, policy review
Partners:
Engineering, game developers, product design, policy, and channel partners
The problem
Creators needed a low-effort way to bring players back after they started an activity, but the flow had to balance clarity, platform standards, policy compliance, and feature education.
The challenge went far beyond labelling a few screens. The feature needed one joined-up experience spanning onboarding, setup, tool tips, terminology, message creation, performance understanding, and links to supporting documentation.
Without clear guidance, creators struggled to understand when and how to use the feature, what messages were safe to send, and how their notifications would be reviewed. The policy team needed confidence that the system would prevent policy violations.
The process
I worked closely with product design to shape the end-to-end flow and the supporting language system around it. That included clearer terminology, more direct actions, better onboarding guidance, and content that reduced ambiguity at key moments.
I applied content design principles throughout: using clear language to explain complex concepts, creating accessible copy that worked for creators with varying experience levels, and building a consistent terminology system that helped creators understand the feature's scope and limitations.
I worked on a design system with the product design team to ensure consistency across all touchpoints—from labels to error messages to confirmation states. This made the experience feel cohesive and easy to follow.
I worked with the policy team to translate compliance requirements into user-friendly language. Rather than just listing rules, I framed them as helpful guidance.
I also created supporting documentation that users could reference for deeper information, ensuring that in-product copy stayed concise while still providing a path to more detailed help.
Accessibility was part of the writing approach throughout. I focused on plain language, clear hierarchy, scannable structure, and consistent labels so the flow felt easier to use for new creators.
Using user testing and cross-functional feedback, I refined the journey from setup through message creation, review, and performance understanding so the feature worked as an easy to navigate experience.
The result
The work created a stronger end-to-end model for a complex retention feature, bringing UX writing, onboarding, policy guidance, and documentation into one clearer system.
It helped make the creator journey easier to follow and showed how content design could support both product usability and stakeholder confidence on a sensitive flow.
The policy team gained confidence that creators understood compliance requirements, reducing review friction and support tickets. Creators felt more empowered to use the feature because the guidance was clear and accessible.
The work also demonstrated how content design principles—clarity, accessibility, consistency, and strategic guidance placement—could optimize a complex user flow and make policy compliance feel like part of the natural workflow rather than an obstacle.