Our projects spanned everything from bullying and suicide prevention to eating disorders and substance abuse, but we lacked consistency in our approach to the tone of each experience.
I interviewed nearly everyone on the Compassion team to understand what they’d learned about our product experiences over the years, asking what had worked and what hadn’t. I also compiled key insights from recent usability sessions across our products.
From this, 4 basic themes emerged, which I used as the basis of the Compassion experience principles.
In addition to presenting the principles to the Compassion team, which used them to inform a more developed version of principles, I presented our principles at Facebook’s annual Compassion Research Day event:
1. Acknowledge emotions
2. Demonstrate respect
3. Communicate value
4. Empower everyone