Scenario 11: Reporting Inappropriate Content and Tracking Resolution

Requirement Scenario: Reporting Inappropriate Content and Tracking Resolution

Actor

Registered User: Aylin (A concerned community member)

User Persona

• Name: Aylin
• Situation: Aylin is a regular user of the platform who values the community's focus on healthy eating and respectful discussions. While browsing the forum, she encounters a post that contains spam promoting unrelated diet pills and makes false claims about weight loss. She wants to report this content to maintain the platform's quality and protect other users from misinformation.
• Goal: Aylin wants to report the inappropriate post, track the status of her report, and ensure the community guidelines are upheld through proper moderation action.

Preconditions

1. Aylin is logged into the Affordable & Healthy Eating Hub platform. (Requirement 1.7.2)
2. An inappropriate post exists in the forum that violates community guidelines.
3. The reporting system is functional and accessible. (Requirement 1.4.8)
4. Community Moderators are available to review reports. (Requirement 1.8.6)
5. The report tracking system is operational. (Requirement 1.4.11)

Main Flow

1. Aylin browses the forum to discover new nutrition tips and recipes. (Requirement 1.4.4)
2. Aylin encounters a suspicious post titled "Lose 10kg in 2 Weeks - Miracle Diet Pills!" that appears to be spam.
3. Aylin reads the post content and identifies multiple red flags:
   • Promoting commercial diet pills unrelated to the platform's purpose
   • Making unrealistic and potentially harmful weight loss claims
   • Contains affiliate links to external websites
   • Uses aggressive marketing language
4. Aylin clicks the "Report Post" button on the post to initiate the reporting process. (Requirement 1.4.8)
5. The system displays a report form with predefined report categories.
6. Aylin selects the report reason: "Spam" from the available options:
   • a) Spam – Irrelevant, repetitive, or promotional content not related to nutrition
   • b) Misinformation – False or misleading health claims that could be harmful
   • c) Inappropriate Content – Including hate speech, offensive language, promotion of unhealthy practices, or unauthorized advertisements (Requirement 1.4.8)
7. Aylin also checks "Misinformation" as a secondary reason since the post makes false health claims.
8. Aylin provides additional details in the description field: "This post is promoting diet pills with unrealistic weight loss claims. It contains affiliate links and is clearly spam. The health claims are misleading and potentially dangerous."
9. Aylin submits the report.
10. The system acknowledges the report immediately and displays: "Thank you for helping keep our community safe. Your report has been submitted and will be reviewed by our moderation team within 48 hours." (Requirement 1.4.9)
11. The system creates a report record and assigns it to the moderation queue for triage. (Requirement 1.4.9)
12. Aylin navigates to her profile to access the "Reported Posts" section. (Requirement 1.4.11)
13. Aylin views her report status showing:

• Reported Post: "Lose 10kg in 2 Weeks - Miracle Diet Pills!"
• Report Date/Time: [Timestamp]
• Status: "In Review"
• Reason: Spam, Misinformation (Requirement 1.4.11)

14. Within 24 hours, a Community Moderator accesses the moderation dashboard to review pending reports. (Requirement 1.8.6)
15. The moderator views the report details including:

• Report reason: Spam, Misinformation
• Reporting user: Aylin
• Timestamp: [Date/Time]
• Aylin's detailed description
• The original post content (Requirement 1.8.7)

16. The moderator reviews the reported post and confirms it violates multiple community guidelines:

• Commercial spam unrelated to platform purpose
• Misleading health claims
• Unauthorized advertising

17. The moderator decides to remove the post from the forum. (Requirement 1.4.10.b, 1.8.8.a)
18. The moderator issues a warning to the user who posted the spam content. (Requirement 1.4.10.a, 1.8.8.b)
19. The system records the warning in the violating user's account with the rationale: "Post removed for spam and health misinformation. Further violations may result in account suspension." (Requirement 1.2.12)
20. The system updates Aylin's report status to "Resolved" with the action taken. (Requirement 1.4.11)
21. Aylin receives a notification that her report has been resolved.
22. Aylin checks her "Reported Posts" section and sees:

• Reported Post: "Lose 10kg in 2 Weeks - Miracle Diet Pills!"
• Status: "Resolved"
• Action Taken: "Post removed for spam and misinformation. User warned."
• Resolution Date: [Date/Time] (Requirement 1.4.11)

23. The system logs all moderation actions including report details, moderator ID, actions taken, and timestamps for accountability. (Requirement 1.8.9, 2.4.12)
24. The entire process from report submission to resolution was completed within 24 hours, well within the 48-hour SLA. (Requirement 1.4.9, 2.1.4)
25. A week later, Aylin notices another suspicious post from the same user trying to promote similar products.
26. Aylin reports this second violation using the same process. (Requirement 1.4.8)
27. The moderator reviews the user's moderation history and sees the previous warning. (Requirement 1.8.9)
28. Due to repeated violations, the moderator bans the user's account to protect the community. (Requirement 1.4.10.c, 1.8.8.c)
29. The system records the ban with full rationale visible to the banned user. (Requirement 1.2.12)
30. Aylin's second report is resolved with the user banned, and she receives notification of the outcome.

Outcome

• Aylin successfully reported inappropriate content that violated community guidelines. (Requirement 1.4.8)
• The system acknowledged Aylin's report within 48 hours, maintaining transparency and communication. (Requirement 1.4.9)
• Aylin could track her report status throughout the moderation process in her "Reported Posts" section. (Requirement 1.4.11)
• A Community Moderator reviewed the report with detailed context, including the reporting user's description and timestamp. (Requirement 1.8.7)
• The moderator took appropriate action by removing the spam post and warning the violating user. (Requirement 1.4.10, 1.8.8)
• The violating user can view the warning in their account with clear rationale for the action. (Requirement 1.2.12)
• The moderation resolution was completed within 24 hours, exceeding the 48-hour SLA requirement. (Requirement 2.1.4)
• The system maintained comprehensive logs of all reports and moderation actions for accountability. (Requirement 1.8.9, 2.4.12)
• After repeated violations, the user was permanently banned, demonstrating escalating consequences for guideline violations. (Requirement 1.4.10.c)
• The platform's community quality was maintained through effective user reporting and moderation.
• Aylin's proactive reporting protected other users from spam and health misinformation.
• The transparent reporting and resolution process built trust in the platform's commitment to community safety.
• The fair and transparent moderation process upheld community guidelines while respecting diverse perspectives. (Requirement 1.8.15)

Mockups

[Mockup 1: Forum Post with "Report Post" Button Visible]
[Mockup 2: Report Form with Reason Selection and Description Field]
[Mockup 3: Report Confirmation Message]
[Mockup 4: User Profile - "Reported Posts" Section with Status]
[Mockup 5: Moderator Dashboard - Report Queue with Details]
[Mockup 6: Report Details View in Moderation Dashboard]
[Mockup 7: Moderation Action Interface - Remove Post and Warn User]
[Mockup 8: Updated "Reported Posts" Showing "Resolved" Status]
[Mockup 9: Violating User's Account - Warning Notification]
[Mockup 10: Moderation History Showing Previous Warning]