- Date: January 29, 2024
- Categories: Mobile APP
INTRODUCTION
Problem
The APP team at CVC encountered significant hurdles in recruiting users willing to participate in research, making it nearly impossible to gather vital feedback about the APP. This limitation impeded the team’s ability to understand user experiences and preferences effectively. Historically, feedback was primarily sourced from Store comments, but this method often proved inefficient and unreliable for obtaining meaningful insights.
Objective
To address this issue, a parallel initiative was conceived to facilitate the collection of user feedback. The proposed solution was the implementation of a feedback form that users would encounter upon exiting or completing an experience within the APP. This form would serve as a direct channel for gathering user opinions and suggestions, thereby enabling the team to make data-driven improvements.
Key Results (OKRs)
Achieve a feedback collection rate of 5% or higher, starting from a baseline of 0%, through the introduction of the new feedback form.
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.