Reputation
Product / UX design / UI collaboration
UX/UI Designer
Users can track feedback across many third-party review sites
Research / User Interviews / UX/UI Designer
Reviews is a product under the Reputation platform that allows users to monitor and manage customer reviews. Users can track feedback across many third-party review sites, request customer reviews, and understand and analyze why they receive particular feedback. This project focuses on how reviews are used across the Reputation platform.
When receiving hundreds of reviews from many third-party review sites, it was essential to create a cohesive design without losing important elements of the reviews while still making it clear which site it came from. Therefore, not only did I have to design for the data received from the third-party site, but I also needed to include Reputation sentiment analysis which assists with analyzing and understanding customer feedback.
After collecting information from user interviews, I understood how the users are responding to reviews and what information is needed for them to accomplish that.
It is important to users that their customers are happy and gives positive feedback, so they need to know if that is not the case so they can address the issue. Therefore, I wanted a quick and simple way for users to sort through reviews that they feel are most important to respond to and help them easily digest what kind of feedback they receive.
In the Inbox, users can respond to reviews, social comments, and direct messages from multiple platforms all in one place. The user can quickly sort through them and filter to prioritize what they would like to respond to. Users can also learn about the customer and view if they have a history of interacting with the company.
The Reviews Feed allows the user to dial in on reviews and analyze the feedback they have been receiving from customers. They can do this by looking at the charts and seeing the sentiment trend, negative to positive reviews rate, average star rating, and trending categories. The user can also see the percentage of reviews they respond to, giving them the information they need to serve their customers better.
After testing with users, they appreciated the commonalities between the Inbox and the Reviews Feed. In addition, users liked the additional information offered in the Reviews Feed to help them use the reviews to analyze feedback and improve their average star rating.
