Automated dispute resolution system for social media, reducing the case overload and time-to-resolution.
Pex’s Automated Content Recognition technology helps Copyright Owners to get paid for their IP on social media platforms, catching copyright violations and blocking or monetizing content before it’s published. Unfortunately, for Content Creators relying on Fair Use and Copyright Exceptions, it means months of lost revenue during the disputes, and for Copyright Owners – additional human resources to monitor and resolve cases.
A 5-minute questionnaire allowing Content Creators to qualify their content automatically or escalate the case to a Copyright Expert review will reduce the number of disputes needing to be reviewed by Copyright Owners and shorten the time-to-resolution from months to less than 30 minutes.
As a Lead Designer, I worked on a fully staffed pod, including a PM, 5 BE engineers, a FE engineer, and a legal advisor.
Miro, Figma, SurveyMonkey, AirTable
Apr 2021-Apr 2022
After talking to Copyright Owners, Dispute Reviewers, and Content Creators, we isolated the number of disputes in the Copyright Owner’s queue as the main reason for the long time to resolution. Many of disputes were also poor quality – containing little to no information about the content, the reason behind the use, or containing profanity. With the help of Copyright Experts and Copyright owners, we also identified the qualities of content that can qualify for a Fair Use copyright exception.
Copyright Expert interviews
Copyright Owners and Content Creator interviews
disputes reviewed and analyzed
We needed to make it as narrow as possible while allowing legitimate Content Creators to publish under the Fair Use or Copyright Exception.
To give Creators their best chance, we set rules that assumed they had qualified for the copyright exception. After evaluating their copyright knowledge level and content, we’d deduct points and potentially move them to block or human review.
Based on user interview data and discussions with our AI/ML team, we determined that qualifying content for Fair Use based strictly on the fingerprint/matching data is impossible. We needed to include steps to evaluate Content Creators' level of copyright knowledge and deter bad actors.
copyright quiz questions designed and tested
question quiz determined as an optimal starting point
respondents should be able to score at least 3 points
From research, we knew we needed to take in a lot of user data. I created a prototype for each option using SurveyMonkey to get a feel for the user experience.
A prototype (made with off-the-shelf tools) explains the required functionality better than any Figma files.”
To determine the optimal length of the quiz, we tested it with 72 respondents. The results showed that we can expect to filter out around 40% of initial disputes:
Because we tested the main flow and the copyright quiz using the SurveyMonkey prototype, we could move into Interaction and visual design with great confidence. Still, we started with low fidelity and slowly built the system one iteration at a time. In addition to working on this project, I also played a pivotal role in establishing Pex’s new design system. ADR was going to be the first project to use it in full capacity.
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ADR was going to be the first project to use the newly established design system at Pex. I did a lot of explorations to find an effective visual treatment within the constraints of the base design system, Tailwind UI.
Our innovative Automated Dispute Resolution system empowers Content Creators with immediate feedback on their disputes. In the rare case of an unfavorable decision, they may request a human expert review. We launched the system on a medium size platform in April 2022 for a pilot study, and it played a pivotal role in signing important Copyright Owners.
disputes/week during the pilot study
time-to-publish reduction for the Fair Use content
reduction of disputes to review for Copyright Owners
Designing an atomic design system to recharge the iconic brand
Stakeholder workshops ∙ Atomic design system ∙ Responsive design ∙ UI design
