1. KORU@Facebook Challenge
Adam Wiener Derrick Ly
Hilary Maloney Rose Hidalgo
Team Post

2. Research
Problem
Statement
Goals
Solution

3. ● Social Media websites
● Retail Websites
● Facebook platforms
● Likes and Dislikes
Competitive Analysis

4. I don’t really
know if I’ve
encountered a
bug
Feedback is
important
“Report a Problem”
is hard for users to
find
My report won’t
make a
difference

5. Effort
Reward
Savvy
Engagement

6. Engagement
Facebook’s Product Development team
can increase the quality and volume of
bug reports by solving any of the
following attitude disparities between
users and developers: reward, effort
and savvy.

7. Bridging the gap
○ Two-way conversation
and core values
○ Personal connection
fosters better
communication
○ Better relationship,
better reports.
Reward

8. Facebook core values & reward
○ Social value Continue the conversation
○ Move fast Respond immediately
○ Be open Transparent and grateful

9. Improved Support Inbox
● Live word frequency/phrase analysis for incoming
bug reports
● Generate automated response
○ Relevant information
○ Human connection

14. Android beta channel analysis
● Start with users
○ Language and location: Asia/Americas/Middle East
● What are they saying?
○ Word frequency and word pairing
○ High signals
■ Can’t post, can’t upload photo/video, can’t send
message
● Read through a subset (100/500)

15. Android beta channel conclusions
● Users don’t write good reports (50%)
● Language barrier (60%+)
● Better way to steer feedback to proper forum
TOO
SHORT
胡言
乱語
NOT A
BUG