How’s your experience so far?
We’d love to know!
❁
2022
❁
UX DESIGN
❁
2022
❁
UX DESIGN
❁
2022
❁
UX DESIGN
❁
2022
❁
UX DESIGN
❁
2022
❁
UX DESIGN
❁
2022
❁
UX DESIGN
❁
2022
❁
UX DESIGN
❁
2022
❁
UX DESIGN
❁
2022
❁
UX DESIGN
❁
2022
❁
UX DESIGN
Company size
300 employees
Industry
Ecommerce - Loyalty
PROBLEM
WHAT WE HAVE?
Our app was functioning well, but we had a significant problem - we couldn't make that known in the app stores, both in the Apple Store and the Play Store. Therefore, we had to take an action plan to identify and address the issue we were facing.
Hence, we had a major problem with our storefront appearing unfavorably due to the low rating (3.0) and the user comments reflecting numerous errors in the app's functionality.
So, what should we do?
Here, we started formulating hypotheses about this trend, with the majority leaning toward one conclusion: users who left comments or reviews in the store likely did so out of frustration with a malfunction or issue, seeking a platform to voice their concerns.
While these comments were valuable for user feedback and app improvement, their predominantly negative nature projected an unfavorable image to potential downloaders.
Find people willing to leave their comments and vote positively for the app.
To provide space for
expressing frustration
with the app.
We had to create a space for people to express themselves freely, allowing them to comment on whatever they wanted. At the same time, it should facilitate the selection of topics related to the issues people were experiencing, making it easier to categorize problems into different areas. However, it was important to leave a space that allows for open-ended input.
As well, we found it positive that during moments of happiness or reward, users are more likely to be content and inclined to give a positive vote or comment. Our app implemented a points system awarded when the user made a purchase, making this moment crucial for the user to provide positive feedback.
Get to work
With the paths already marked and ideas defined, we established the flows in which the user would be able to provide feedback. One was "proactive", and the other was passive or "winning user", offering the option to provide feedback or not.
We also decided that the same provider who was giving us the feedback service will create a bot on Slack to send us negative feedback in real time. This will allow us to have it in real-time, and in case there is any bug for the users, we can report it quickly.
We also established that this modal would not appear every time the user earns points, as it could overwhelm them. Therefore, we decided that the modal should not appear within a 4-month period in case the user has chosen to skip the survey.
Comments on the app store
SUMMARY
The implementation of this new system unquestionably yielded the anticipated benefits, propelling us from a rating of 3.1 to 4.2 within 6 months. Additionally, a significant increase in the number of responses was observed post implementation, rising from 490 to 2600. This represents a percentage increase of 430%.
The key takeaway for the entire team was the realization that the essence of product design lies in a deep understanding of the user and recognizing their current stage. With even minimal changes, we were able to satisfy both user and product needs.
CARPOOLEAR APP
DISCOVERY - 2022
Research and redesign of the journey creation flow based on user needs for a carpooling app.
CARD REDESIGN
UI DESIGN - 2023
The main component of the product listing needed to be renewed to align with the new needs that thee-commerce had.