- Date: October 29, 2023
- Categories: B2CResearch & Data-Driven
INTRODUCTION
Role
- Role: Product Designer
- Company: CVC
- Team: B2C • Mobile App
- Country: Brazil
Challenge
The APP team struggled to recruit users for research, relying on unstructured Store comments, which provided limited and unreliable insights for product decisions.
Solution
Implemented an in-app feedback form at key touchpoints to capture direct user insights, enabling data-driven improvements.
Impact
- Feedback Collection: Increased from 0% to 5%+.
- User Insights: Gathered over 3,000 responses monthly.
- Decision-Making: Provided data to refine the product roadmap.
DISCOVERY
Most Commented Words on APP Stores
The design solution offers an optional qualitative option, allowing users to provide comments, which are collected and sent to a Mixpanel dashboard for in-depth analysis and insights. This additional qualitative option enhances our understanding of user experiences and preferences, empowering us to refine and optimize our products more effectively.
Benchmark
In a brief period, we transitioned from approximately 50 unproductive comments in the Apple and Android Stores to receiving 3,000 productive feedback responses per month (on Mixpanel). This substantial increase in valuable feedback has played a pivotal role in driving improvements and enhancing our products, enabling us to better address user needs and refine our offerings effectively.
Feedbacks / review score
The design solution incorporates an optional qualitative feature, enabling users to provide comments. These comments are systematically collected and forwarded to a Mixpanel dashboard, facilitating in-depth analysis and providing valuable insights into user experiences and preferences, enhancing our ability to refine and optimize our products effectively.
Triggers to Open Feedback Forms
The design solution includes a quantitative option, capturing both scores and tagged feedback from users. This data is systematically transferred to a Mixpanel dashboard, enabling comprehensive analysis and insights. This approach enhances our ability to understand user preferences and needs, facilitating effective product refinement and optimization.
FINAL SOLUTION
Structure
This design flow emphasizes both negative feedback (scores 1 to 4) and positive feedback (score 5). Tags accompanying reviews will prompt users to specify what they liked for positive reviews and highlight the main problems mentioned in Apple and Google Store comments for negative reviews. This approach ensures the collection of specific insights to effectively address user experience issues.
Dual Feedback Analysis Solution
The design solution offers both quantitative and qualitative options. In addition to capturing scores and marked tags from users, the system collects comments, which are then transferred to a Mixpanel dashboard for comprehensive analysis and insights. This dual approach ensures that we not only gather numerical data but also gain valuable insights from user comments, enabling us to refine and optimize our products effectively.
Enhanced User Feedback Analysis
The design solution also incorporates an optional qualitative feature, enabling users to provide comments. These comments are systematically collected and forwarded to a Mixpanel dashboard, facilitating further analysis and providing deeper insights into user experiences and preferences. This additional qualitative option enhances our ability to understand user needs and preferences, enabling us to refine and optimize our products more effectively.
Results Dashboard
In a short period, we’ve made significant progress, transitioning from around 50 unproductive comments in the Apple and Android Stores to receiving 3,000 pieces of productive feedback per month (on mixpanel). This substantial increase in valuable feedback has been instrumental in driving improvements and enhancing our products.