Project Overview
Many marginalized daters on Hinge face unique challenges that impact their ability to connect authentically and safely. They often feel unseen due to limited ways to express their identities and find meaningful matches. They feel uncomfortable when subjected to invasive questions or comments that fetishize or objectify them. Most critically, they feel unsafe when encountering harassment, privacy concerns, and real-world risks. These barriers create an exclusionary dating experience—one that Hinge must address to foster a more inclusive and secure environment for all users.
Solution
To create a more inclusive and secure dating experience, our team explored solutions that give users greater control over how they express their identities and connect with others. By introducing more inclusive and flexible gender expression options, trans and non-binary daters can represent themselves more authentically. Ensuring that trans daters feel confident their matches are aware of their identity fosters greater transparency and trust. Additionally, allowing users to indicate their openness to dating trans people in preferences can lead to more meaningful, intentional matches while reducing the risk of uncomfortable or unsafe interactions. These changes would make Hinge a safer, more welcoming space for all users.
Impact
Shipped ‘Match Note’, a new feature designed for users to privately share details about themselves with matches before starting a conversation. Press Release
My Role
User Research, UX/UI Design, Prototyping
Redefining Accessibility in Lending: Designing a Seamless Agent-Assisted Application Experience
In February 2022, I joined Ally Financial as a Senior UX Designer, supporting the Lending division, which provided B2B2C financing solutions across multiple industries. This division offered a diverse suite of lending products designed to meet the needs of both businesses and their consumers. While I had not previously designed for a financial institution, I welcomed the opportunity to broaden my expertise in a highly regulated industry. Navigating complex financial systems and diverse user needs challenged me to grow as a designer, enhancing my adaptability, problem-solving abilities, and strategic approach to UX.
Upon joining Ally Lending, I became involved in the design of a new agent-assisted application (3A) experience, which required borrowers to complete key actions—such as accepting disclosures and signing agreements—directly on their devices. However, a major challenge quickly emerged: a significant portion of the target audience either lacked an email address or preferred not to provide one, preventing them from progressing through the 3A flow in a compliant manner.
This email dependency created a critical barrier, as document consent, authentication, and signing were all tied to email communication. Additionally, Customer Care teams faced operational inefficiencies due to existing systems that did not support seamless or accurate document review for applicants in these scenarios. The challenge was twofold: design an inclusive, compliant application experience that allowed borrowers without email addresses to complete their applications while also equipping Customer Care teams with the necessary tools to review and process documents efficiently, ensuring timely and accurate funding.
Bridging the Digital Divide: Research & Competitive Insights in Lending
Prior to my arrival, the team conducted preliminary business research to assess the challenges and opportunities within the lending space, with a particular focus on the Digital Divide—the gap between individuals who have ready access to digital technology and those who do not. The research aimed to:
Identify key Digital Divide trends affecting potential borrowers
Understand how systemic barriers impact digital loan applications
Evaluate how reimagining the non-digital loan application process could enhance Ally Lending’s competitive position
Key Digital Divide Trends
Demographics: The Digital Divide predominantly affects older adults, rural populations, and low-income individuals, limiting their ability to complete digital financial transactions.
Systemic Barriers: The primary drivers of the Digital Divide stem from broader systemic issues, including digital literacy gaps and the availability of necessary technological infrastructure.
Unseen, Unsafe, and Unmatched: Understanding the Trans Dating Experience on Hinge
After immersing myself in the insights uncovered by the Hinge Labs team, I felt well-equipped to step into my role as a co-interviewer during our user research sessions. As we listened to trans and non-binary daters share their experiences, distinct patterns began to emerge—patterns that underscored the unique challenges they face on the platform.
Three key themes surfaced repeatedly: safety concerns, false reports based on gender identity, and the need for filtering features to foster more compatible matches.
🟣 Feeling Unsafe: Disproportionate Safety Reports
Trans and non-binary users reported feeling unsafe at a significantly higher rate than other demographics. Many of their reports stemmed from the need to follow up on in-app complaints against other users, highlighting an urgent need for stronger trust and safety mechanisms.
“...I deleted Hinge a while ago because I didn’t think it met my needs as a trans person.”
—Trans Woman, 27
🟣 Feeling Unseen: False Reports for Gender
One of the most alarming findings was that trans daters were 12% more likely to be reported than their cisgender counterparts, with the most common reason being: "Profile is fake, spam, or scammer." This false reporting not only created frustrating barriers to engagement but also sent a disheartening message—that their identities were being questioned or erased.
“...I get cussed out almost immediately… those are the issues that would come up because I'm incapable of identifying myself properly to people who misidentify me..”
—Trans Non-Binary Dater, 28
🟣 Feeling Uncomfortable: The Need for a Trans Filter
Many trans daters expressed the desire for a feature that allows them to filter potential matches by whether someone is open to dating a trans person. This would help foster more compatible matches while also mitigating awkward or uncomfortable interactions with those who may not be accepting or affirming of their identity.
These insights painted a sobering picture of the trans dating experience—not just in terms of usability, but in how product design can inadvertently reinforce exclusion. With these findings in hand, our next step was clear: to design solutions that would make Hinge a space where trans users don’t just exist, but truly belong.
Raising the Bar for Inclusive Dating
For many trans daters, online dating can feel dehumanizing when others fail to see beyond their identity. Despite these challenges, many trans users have a positive affinity toward Hinge and don’t necessarily expect the platform to solve the broader issues rooted in dating culture. But what if we went further? What if we raised the bar for how we design for our most marginalized and vulnerable daters—creating a space where they feel truly seen, respected, and safe?
Exploring More Inclusive Ways to Express Identity
What if we introduced more inclusive options that empower trans daters to express their identities more fully?
As a starting point, I explored potential solutions that strike a balance between visibility, safety, and user control. These concepts include multi-select options and different UI approaches, such as pill-style selections versus checkboxes, to offer more flexibility in how users share their identities. These explorations aim to create a more affirming and seamless experience for trans daters on Hinge.
Building Confidence Through Transparency
What if trans daters could feel more confident that their matches understood their identity?
One solution my team and I explored is a pre-match confirmation feature that ensures users are aware they are matching with a trans dater. This added step provides trans users with greater assurance, comfort, and security, helping to reduce the likelihood of being unmatched after disclosure.
To address varying comfort levels, we also considered offering multiple options based on user preferences. Insights from GLAAD’s feedback on safety and privacy reinforced the need for flexible solutions that allow trans daters to share their identity in ways that feel secure and empowering.
Expanding Preferences for More Intentional Matches
What if daters could express their openness to dating trans people within their preferences?
To create a more customized and inclusive experience, we explored adding expanded gender identity options and allowing users to specify the types of people they’re interested in. Rather than a simple yes-or-no choice, we aimed to develop a more nuanced approach—one that encourages openness while respecting individual preferences. This solution would help foster more authentic, intentional connections and reduce uncomfortable or mismatched interactions.
These design explorations aim to make Hinge a more inclusive, affirming, and secure space for trans daters. By expanding identity expression, fostering transparency, and refining preferences, we can help create more authentic and intentional connections. While these solutions won’t solve every challenge rooted in dating culture, they represent meaningful steps toward a more equitable online dating experience.
Designing for Belonging: Lessons in Inclusive UX
I am incredibly grateful to the entire design and research team at Hinge for this opportunity. The weeks I spent working alongside my colleagues were not only insightful but also deeply collaborative and purpose-driven.
From the start, this process challenged me to think critically about how design can foster inclusion—not just in theory but in real, tangible ways that impact people's lives. Through countless conversations, research deep dives, and iterative design explorations, I saw firsthand how small design choices can either reinforce exclusion or break down barriers to belonging.
One of the most valuable lessons I’ll carry forward is the power of co-creation—listening to those most impacted, engaging with advocacy groups like GLAAD, and working across disciplines to ensure that every decision was rooted in empathy and real-world needs. Designing for inclusivity isn’t just about offering more options; it’s about thoughtfully crafting experiences that make people feel seen, respected, and safe.
This experience has reinforced my belief that UX design can be a force for meaningful change, and I’m excited to bring this mindset into every project I take on moving forward.
Next Steps: Advancing Inclusion and Safety on Hinge
High-Impact Priorities: Clear Next Steps
Trauma-Informed Reporting – Update reporting features to be trauma-informed, providing clarity on the process and outcomes.
Gender Expression Enhancements – Ensure daters have inclusive and flexible options to fully and visibly express their gender.
Medium-Impact, Lower Lift: Actionable Improvements
LGBTQ+ Centered Onboarding – Implement insights from our trans usability audit and LGBTQ+ competitive analysis to improve the onboarding experience for LGBTQ+ daters.
Educational Moments – Collaborate with product and marketing to introduce educational moments that foster a healthier ecosystem for LGBTQ+ daters.
Further Exploration Needed: Ongoing Research & Iteration
Addressing Disparate Dating Journeys – Conduct deeper analyses to understand and mitigate biases in browsing behaviors.
Expanded Gender Filters – Further research and iteration to evaluate the benefits and risks of expanding gender filter options.
Mitigating Uncomfortable Encounters – Continue research and prototyping interventions to reduce uncomfortable interactions and improve safety.