Inbox message reporting flow
Company
Fiverr
My role
Content designer
Challenge
To comply with the EU’s Digital Services Act (DSA), the platform needed to introduce new reporting flows across multiple touchpoints, each with complex legal and policy requirements. We needed to translate those requirements into clear, user-friendly content that would guide users through sensitive reporting actions without overwhelming or confusing them.
Solution
Partnering closely with the Trust & Safety team, we developed approachable, consistent content across several reporting flows, including Gigs (freelancer service offerings), video calls, portfolio projects, client briefs, and inbox messages.
Initial steps
I met with Fiverr’s Trust & Safety Group Manager to better understand both the project goals and the requirements of the DSA. During this phase, I asked targeted questions to clarify expectations and constraints.
Writing and finalizing content
Before finalizing the content in Figma, I created a spreadsheet to map all reporting options across the different flows, ensuring consistency throughout.
While backend reports would be generated to comply with DSA requirements, we also worked to improve the usability of the frontend.
Updates to design
As copy was finalized, we worked closely with the designer to adjust the flow—adding or removing steps, switching between dropdowns and radio buttons, and incorporating input from the legal team.
With numerous screens across both desktop and mobile, this project benefited from multiple rounds of review to ensure the final copy worked seamlessly in Figma.
Changes to the inbox message reporting flow are shown below.
Current inbox message reporting flow
Users can report inbox messages by clicking on the three-dot menu in each message, with the current menu showing two options: Mark as spam or Report.
Clicking Mark as spam triggers a confirmation modal and then a toast.
The copy is repetitive, but doesn’t say that the message will be moved to the user’s spam folder and the sender will be reported and blocked.
Current: Flow to mark a message as spam
Clicking Report shows the user options that include The user sent spam.
In the next step, the top option is already selected. The user can choose to also block the user.
Current: Message reporting flow
Updated inbox message reporting flow
Users now have a single, clearer entry point: Report an issue
The updated flow makes reporting easier while capturing more detailed input when Spam is selected.
Users can now specify the type of spam from a dropdown, adding helpful context that aligns with DSA requirements and supports more effective handling by Trust & Safety.
The block step was clarified by removing the preselected checkbox and presenting both options clearly.
A new confirmation screen thanks users and confirms their report was submitted for review.
Copy throughout reinforces the purpose of each step to keep users focused and informed.
Updated: Message reporting flow
Review of changes
Impact
The redesigned flow aligns with DSA requirements while making it easier for users to report issues with clarity and confidence.