Product Designer
Designing a Scalable and Intuitive B2B Anti-Piracy Platform for Redflag AI
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Company Background
Redflag AI leverages an AI-powered smart crawler that automates the detection and takedown of piracy and copyright infringement. It continuously scans the web for unauthorized content, prioritizes high-risk infringements, and automates the DMCA enforcement process, reducing manual effort and accelerating response times.
Project Description
I took on my first major project with the challenge of redesigning their B2B SaaS platform tailored to our clients in the entertainment, publishing and sports broadcasting industry.
The goal of this redesign was to take a poorly functioning anti-piracy application (one that was only being used by 1 out of 15 clients) and turn it into a scalable, self-service platform that could empower all of our clients across the entertainment, publishing, and sports industries. By focusing on addressing pain points and the aim was to create a tool that is capable of handling complex piracy tasks at scale, even for a non-technical user.
Team
Head of Product
Jillian W.
Head of Product Design
Aeri (Me)
Head of Engineering
Alex B.
Frontend Developer
Thor N.
PM & Client Success
Wilson H.
Backend Engineer
Robbie S.
Challenges and Initial Hurdles
The primary objective of this project was to transform a platform that initially required heavy manual intervention into a self-service solution capable of scaling with our rapidly expanding client base. Clients needed the ability to independently run searches and initiate takedowns of pirated content without relying on our team for support.
The platform was designed by a team of engineers that relied on technical jargon used by the smart crawler. Everyday users found it to be confusing and inaccessible.
While the platform was primarily used on desktops because of the data-heavy workflows, mobile view was crucial for executives that needed to respond to piracy alerts and take action on-the-go.
As the number of clients grew, running manual searches for hundreds or thousands of titles became unsustainable. We also needed to shift from developing custom features for individual clients to designing features that were broad and versatile enough to meet the needs of all users.
We had to balance offering diverse features with maintaining a streamlined, consistent user interface. Clients often had specific requests for features tailored to their unique needs. However, not all custom features are feasible to implement for all users.
To address this, we evaluated features to determine whether it could be generalized into a core product enhancement or if it should remain a custom solution specific to that client. Customizations that added complexity without offering broad value across industries were carefully considered. In such cases, we had to weigh the long-term maintenance costs and potential technical debt that custom solutions could introduce.
For features that didn’t have broad applicability, we offered alternatives or treated them as client-specific add-ons, ensuring that the platform remained scalable and efficient for all users while still meeting individual client needs.
Project Goals and Success Metrics
The primary objective of this project was to increase user adoption of the Redflag AI platform by empowering clients to independently create searches for piracy and copyright infringements. By transforming the platform into a self-service solution, we aimed to enhance user engagement and reduce reliance on manual support from our team.
Success Metrics
#1. User Adoption Rate: We tracked the percentage of clients actively using the self-service features within the platform, aiming for a target of at least 75% adoption within the first 3 months post-launch.
#2. Search Creation Metrics: We monitored the number of searches initiated by clients themselves, with a goal to achieve a significant increase in self-initiated searches, indicating a greater level of comfort and proficiency with the platform.
#3. Reduction in Support Requests: We measured the decrease in support tickets (including those from our own team) related to search creation and reporting, which would suggest that clients were more empowered and less reliant on our team for assistance.
By focusing on these metrics, we could ensure that the redesign not only met the immediate needs of our clients but also set the stage for sustainable growth and improved operational efficiency within Redflag AI.
Gathering Insights with User Interviews
It was clear that a deep understanding of our clients’ unique needs would be crucial to the success of the platform. Given the company’s small size and limited resources, I had to be strategic in how I approached the research phase. Fortunately, I was provided with the opportunity to participate in client calls.
These conversations became an invaluable resource in guiding the direction of my design. Through these interviews, I gathered key insights into the day-to-day challenges they faced in detecting and responding to copyright infringement.
Uncovering Pain Points from User Interviews
Clients needed a way to create piracy searches in bulk. Our platform's individual search creation was too time-consuming.
Pain Point #1: Volume
Analysts needed a way to quickly create reports for executives instead of digging through the noise.
Pain Point #2: Reporting
Understanding our Users with Personas
At Redflag AI, understanding the unique needs of our high-profile clients was critical in shaping the product. I created a user persona for each of the industries we serve, each with their own desired solution.
One of the most influential personas was Kate, the VP of Content Protection at a major entertainment studio. Her persona represents one of our key partners, Motion Picture Association (MPA) representing industry giants such as Universal Pictures, Paramount Pictures, Warner Bros., Walt Disney Studios, Sony Pictures, and Netflix. Kate’s responsibilities include safeguarding thousands of titles across various distribution platforms, from streaming services to social media. She needed a solution that could streamline complex search and takedown operations while providing her with detailed reporting to ensure compliance and effectiveness.
Similarly, David, the Head of Asset Protection at a leading publishing company, shared his pain points in managing digital piracy across multiple publications. For him, the challenge was balancing speed and accuracy in tracking illegal copies of books and articles online. This informed my decision to prioritize the platform’s ability to handle massive datasets and perform quick, automated searches.
In the sports broadcasting sector, Rick, the CTO of a global sports broadcasting service, emphasized the importance of real-time alerts for live events. When illegal streams of major sports events were detected, immediate action was critical. This feedback reinforced the need for mobile accessibility, allowing executives to log in and act quickly, even while on the move.
Lastly, Tina, a piracy analyst responsible for day-to-day monitoring and enforcement, provided key insights into the detailed, data-heavy workflows she navigates. Her work involves filtering through vast amounts of data to find infringements, which shaped my design focus on user-friendly dashboards and customizable reports.
Ideating Solutions and Early Concepts
Crazy Eights on Figjam
Discussing solutions from Crazy Eights exercise
Quickly sketching key screens before wireframing on Figma
Wireframing, Design System, and Component Library
We’ve all experienced apps that feel like their mobile versions were an afterthought: apps like Google Sheets on mobile often feel cramped, awkward, and frustrating to use. While most users would interact with the platform primarily on desktop due to the data-heavy nature of their work, mobile usability was still critical. Executives and decision-makers needed real-time mobile access to act on alerts, even when they were away from their desks.
This insight informed my decision to adopt a mobile-first design approach, despite the desktop being the primary platform. The rationale was straightforward: it’s easier to scale up a design from mobile to desktop, ensuring a clean and streamlined user experience across devices. By starting with mobile, I could ensure that the core features and functionality were accessible and intuitive in their most compact form. This made it easier to expand the interface for larger desktop screens without sacrificing usability.
Snippet of style guide
Snippet of component library
Prototype of the Redesign
Dashboard - Content Protection Hub:
The Content Protection Hub serves as the central dashboard, offering clients a comprehensive view of piracy insights and takedown activities across their digital assets. Users can tailor reports to highlight metrics most relevant to their company, allowing them to focus on the data that matters most.
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Dashboard
"I need a way to track exactly what matters to me without digging through endless reports."
Custom reporting and alerts for smarter anti-piracy decisions
Feature: Custom reporting and alerts.
(Hover on desktop to see what pain point it addresses)
Creating a Search
The Create A Search interface is designed for ease and efficiency, allowing users to quickly set up targeted searches for piracy and copyright infringements. With a straightforward step-by-step process, users can input individual search criteria or take advantage of the Bulk Search option to initiate multiple searches at once.
Create a Search
HAPPY HOUR
5pm-8pm
DAILY
“I don’t have time to create individual searches for every title when I have thousands to track.”
Generate thousands of piracy searches to maximize efficiency
Feature: Bulk search.
(Hover on desktop to see what pain point it addresses)
Managing Search Results
This view enables users to easily monitor and manage their active and past searches. Users can see an overview of when each search was conducted, the number of infringements found, and the current status.
Managing Search Results
Search Details
This screen provides a comprehensive view of an individual piracy search, allowing users to monitor key infringement metrics, analyze detailed visualizations, and manage their search settings. Users can set custom alerts, pause or resume searches, and gain actionable insights to streamline their anti-piracy efforts.
Details of a Search
Understanding User Behavior Through Data
A successful redesign isn’t just about aesthetics. It’s about making sure users can complete their tasks efficiently and with minimal friction. To ensure the redesigned platform met user needs, we took a data-driven approach shortly after the launch. By analyzing user behavior at multiple touchpoints, we identified patterns in how users navigated the platform, where they encountered difficulties, and what features provided the most value.
We gathered data through usability surveys, heatmaps, and direct user feedback, allowing us to evaluate both the effectiveness and experience of our design. By analyzing both behavioral data (what users do) and feedback (what users say), we identified key takeaways that shaped our next iteration.
Quantitative Data to Measure Usage & Efficiency
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Usability Surveys: Users found the redesigned platform more intuitive in creating and managing piracy searches on their own.
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Heatmaps: Showed high engagement with key piracy tracking tools but revealed that certain features were underutilized.
Qualitative Data to Understand User Pain Points
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Open-Ended Survey Responses: Users highlighted areas where the platform could help their workflows be more efficient.
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User Interviews: Confirmed that the redesign significantly streamlined workflows, making it easier for teams to monitor and act on piracy threats efficiently.
Key Takeaway:
Users found the piracy search feature powerful but reported that setting up an effective search required too much trial and error. Formatting errors in bulk search CSV uploads often forced them to go back and fix their files, creating frustration and slowing down their workflow.
Next steps to address it:
We’ll improve the CSV upload process by providing clearer formatting guidelines in the template and implementing smart error handling that highlights specific issues, reducing guesswork and frustration.
Next Iteration
Measuring Impact of the Project
87%
User Adoption
Only 7% of clients actively used the platform prior to the redesign. After the redesign, user adoption surged, with 87% of clients logging in at least once a month to access and review their piracy reports.
65%
Created Searches
Searches created by clients increased by 65% within the first three months as they gained confidence and familiarity with the new search functionality.
41%
Less Support Requests
Support requests related to search creation and reporting dropped by 40% after the redesign.