Jupiter | Platform

Increasing responses of NPS survey by 14%

Overview

Embarked on a mission to revamp the Net Promoter Score (NPS) survey for Jupiter, our goal was to elevate user interaction and enrich feedback quality. We tackled the inherent biases and inefficiencies in the existing survey design, ensuring a more neutral and effective feedback mechanism.

My Role

Responsible for research, conceptualisation, design and delivery

My Team

2 designers, 1 Illustrator, 1 product manager, and 1 engineer

Timeline

2 weeks

Problem

1

Negative bias due to anchoring effect

The current NPS rating response screen includes a slider to select or drag to provide the response to the question ‘How likely are you to recommend Jupiter to a friend or a colleague?' as highlighted in the image. The default position at '0’ leads to a negative bias by the anchoring effect.

2

Lacked context and failed to capture true emotions

The survey randomly appeared for user after app open which lacked context of which user journey we wanted to collect feedback on and the whole purpose of NPS. Also the ratings lacked capture user's true emotion as the numbers were not associated to emotion.

"What approach can we adopt to make the survey process more interesting and precise, so as to boost the rate of completed surveys"

Solutions

We eliminated the anchoring bias, made the feedback mechanism more representative of the user's voice, and ensured the survey was contextually placed within the user journey for more accurate feedback.

1

Eliminated anchoring bias

We removed the slider interaction and eliminated anchoring bias.

2

Placed within the user journey for accurate feedback

When the user's experience is fresh, they are in a better position to share the exact emotions and perceptions with high accuracy of the responses.

3

Mirroring user's emotion

Each rating was associated with some emoji which helps the user in confirming what they're rating

14 % increase

in filling out the initial rating

12% increase

in filling the questionnaire presented after the rating

Process

1

Our journey began with a deep dive into competitor NPS surveys, from which we distilled key principles that guided our redesign.

2

We did various iteration and created a Pro's and Con's list of each iteration

Evaluation

Through guerrilla testing, we swiftly gauged the effectiveness of our redesign, ensuring it met our objectives despite the tight timeframe.

Reflections

Through this project I learnt a lot about the importance of surveys to gauge user's feedback and how to target them in the right place to get accurate responses which can be used to improve product.

Jupiter | Platform

Increasing responses of NPS survey by 14%

Overview

Embarked on a mission to revamp the Net Promoter Score (NPS) survey for Jupiter, our goal was to elevate user interaction and enrich feedback quality. We tackled the inherent biases and inefficiencies in the existing survey design, ensuring a more neutral and effective feedback mechanism.

My Role

Responsible for research, conceptualisation, design and delivery

My Team

2 designers, 1 Illustrator, 1 product manager, and 1 engineer

Timeline

2 weeks

Problem

1

Negative bias due to anchoring effect

The current NPS rating response screen includes a slider to select or drag to provide the response to the question ‘How likely are you to recommend Jupiter to a friend or a colleague?' as highlighted in the image. The default position at '0’ leads to a negative bias by the anchoring effect.

2

Lacked context and failed to capture true emotions

The survey randomly appeared for user after app open which lacked context of which user journey we wanted to collect feedback on and the whole purpose of NPS. Also the ratings lacked capture user's true emotion as the numbers were not associated to emotion.

"What approach can we adopt to make the survey process more interesting and precise, so as to boost the rate of completed surveys"

Solutions

We eliminated the anchoring bias, made the feedback mechanism more representative of the user's voice, and ensured the survey was contextually placed within the user journey for more accurate feedback.

1

Eliminated anchoring bias

We removed the slider interaction and eliminated anchoring bias.

2

Placed within the user journey for accurate feedback

When the user's experience is fresh, they are in a better position to share the exact emotions and perceptions with high accuracy of the responses.

3

Mirroring user's emotion

Each rating was associated with some emoji which helps the user in confirming what they're rating

14 % increase

in filling out the initial rating

12% increase

in filling the questionnaire presented after the rating

Process

1

Our journey began with a deep dive into competitor NPS surveys, from which we distilled key principles that guided our redesign.

2

We did various iteration and created a Pro's and Con's list of each iteration

Evaluation

Through guerrilla testing, we swiftly gauged the effectiveness of our redesign, ensuring it met our objectives despite the tight timeframe.

Reflections

Through this project I learnt a lot about the importance of surveys to gauge user's feedback and how to target them in the right place to get accurate responses which can be used to improve product.

Jupiter | Platform

Increasing responses of NPS survey by 14%

Overview

Embarked on a mission to revamp the Net Promoter Score (NPS) survey for Jupiter, our goal was to elevate user interaction and enrich feedback quality. We tackled the inherent biases and inefficiencies in the existing survey design, ensuring a more neutral and effective feedback mechanism.

My Role

Responsible for research, conceptualisation, design and delivery

My Team

2 designers, 1 Illustrator, 1 product manager, and 1 engineer

Timeline

2 weeks

Problem

1

Negative bias due to anchoring effect

The current NPS rating response screen includes a slider to select or drag to provide the response to the question ‘How likely are you to recommend Jupiter to a friend or a colleague?' as highlighted in the image. The default position at '0’ leads to a negative bias by the anchoring effect.

2

Lacked context and failed to capture true emotions

The survey randomly appeared for user after app open which lacked context of which user journey we wanted to collect feedback on and the whole purpose of NPS. Also the ratings lacked capture user's true emotion as the numbers were not associated to emotion.

"What approach can we adopt to make the survey process more interesting and precise, so as to boost the rate of completed surveys"

Solutions

We eliminated the anchoring bias, made the feedback mechanism more representative of the user's voice, and ensured the survey was contextually placed within the user journey for more accurate feedback.

1

Eliminated anchoring bias

We removed the slider interaction and eliminated anchoring bias.

2

Placed within the user journey for accurate feedback

When the user's experience is fresh, they are in a better position to share the exact emotions and perceptions with high accuracy of the responses.

3

Mirroring user's emotion

Each rating was associated with some emoji which helps the user in confirming what they're rating

14 % increase

in filling out the initial rating

12% increase

in filling the questionnaire presented after the rating

Process

1

Our journey began with a deep dive into competitor NPS surveys, from which we distilled key principles that guided our redesign.

2

We did various iteration and created a Pro's and Con's list of each iteration

Evaluation

Through guerrilla testing, we swiftly gauged the effectiveness of our redesign, ensuring it met our objectives despite the tight timeframe.

Reflections

Through this project I learnt a lot about the importance of surveys to gauge user's feedback and how to target them in the right place to get accurate responses which can be used to improve product.

Jupiter | Platform

Increasing responses of NPS survey by 14%

Overview

Embarked on a mission to revamp the Net Promoter Score (NPS) survey for Jupiter, our goal was to elevate user interaction and enrich feedback quality. We tackled the inherent biases and inefficiencies in the existing survey design, ensuring a more neutral and effective feedback mechanism.

My Role

Responsible for research, conceptualisation, design and delivery

My Team

2 designers, 1 Illustrator, 1 product manager, and 1 engineer

Timeline

2 weeks

Problem

1

Negative bias due to anchoring effect

The current NPS rating response screen includes a slider to select or drag to provide the response to the question ‘How likely are you to recommend Jupiter to a friend or a colleague?' as highlighted in the image. The default position at '0’ leads to a negative bias by the anchoring effect.

2

Lacked context and failed to capture true emotions

The survey randomly appeared for user after app open which lacked context of which user journey we wanted to collect feedback on and the whole purpose of NPS. Also the ratings lacked capture user's true emotion as the numbers were not associated to emotion.

"What approach can we adopt to make the survey process more interesting and precise, so as to boost the rate of completed surveys"

Solutions

We eliminated the anchoring bias, made the feedback mechanism more representative of the user's voice, and ensured the survey was contextually placed within the user journey for more accurate feedback.

1

Eliminated anchoring bias

We removed the slider interaction and eliminated anchoring bias.

2

Placed within the user journey for accurate feedback

When the user's experience is fresh, they are in a better position to share the exact emotions and perceptions with high accuracy of the responses.

3

Mirroring user's emotion

Each rating was associated with some emoji which helps the user in confirming what they're rating

14 % increase

in filling out the initial rating

12% increase

in filling the questionnaire presented after the rating

Process

1

Our journey began with a deep dive into competitor NPS surveys, from which we distilled key principles that guided our redesign.

2

We did various iteration and created a Pro's and Con's list of each iteration

Evaluation

Through guerrilla testing, we swiftly gauged the effectiveness of our redesign, ensuring it met our objectives despite the tight timeframe.

Reflections

Through this project I learnt a lot about the importance of surveys to gauge user's feedback and how to target them in the right place to get accurate responses which can be used to improve product.

Jupiter | Platform

Increasing responses of NPS survey by 14%

Overview

Embarked on a mission to revamp the Net Promoter Score (NPS) survey for Jupiter, our goal was to elevate user interaction and enrich feedback quality. We tackled the inherent biases and inefficiencies in the existing survey design, ensuring a more neutral and effective feedback mechanism.

My Role

Responsible for research, conceptualisation, design and delivery

My Team

2 designers, 1 Illustrator, 1 product manager, and 1 engineer

Timeline

2 weeks

Problem

1

Negative bias due to anchoring effect

The current NPS rating response screen includes a slider to select or drag to provide the response to the question ‘How likely are you to recommend Jupiter to a friend or a colleague?' as highlighted in the image. The default position at '0’ leads to a negative bias by the anchoring effect.

2

Lacked context and failed to capture true emotions

The survey randomly appeared for user after app open which lacked context of which user journey we wanted to collect feedback on and the whole purpose of NPS. Also the ratings lacked capture user's true emotion as the numbers were not associated to emotion.

"What approach can we adopt to make the survey process more interesting and precise, so as to boost the rate of completed surveys"

Solutions

We eliminated the anchoring bias, made the feedback mechanism more representative of the user's voice, and ensured the survey was contextually placed within the user journey for more accurate feedback.

1

Eliminated anchoring bias

We removed the slider interaction and eliminated anchoring bias.

2

Placed within the user journey for accurate feedback

When the user's experience is fresh, they are in a better position to share the exact emotions and perceptions with high accuracy of the responses.

3

Mirroring user's emotion

Each rating was associated with some emoji which helps the user in confirming what they're rating

14 % increase

in filling out the initial rating

12% increase

in filling the questionnaire presented after the rating

Process

1

Our journey began with a deep dive into competitor NPS surveys, from which we distilled key principles that guided our redesign.

2

We did various iteration and created a Pro's and Con's list of each iteration

Evaluation

Through guerrilla testing, we swiftly gauged the effectiveness of our redesign, ensuring it met our objectives despite the tight timeframe.

Reflections

Through this project I learnt a lot about the importance of surveys to gauge user's feedback and how to target them in the right place to get accurate responses which can be used to improve product.

Jupiter | Platform

Increasing responses of NPS survey by 14%

Overview

Embarked on a mission to revamp the Net Promoter Score (NPS) survey for Jupiter, our goal was to elevate user interaction and enrich feedback quality. We tackled the inherent biases and inefficiencies in the existing survey design, ensuring a more neutral and effective feedback mechanism.

My Role

Responsible for research, conceptualisation, design and delivery

My Team

2 designers, 1 Illustrator, 1 product manager, and 1 engineer

Timeline

2 weeks

Problem

1

Negative bias due to anchoring effect

The current NPS rating response screen includes a slider to select or drag to provide the response to the question ‘How likely are you to recommend Jupiter to a friend or a colleague?' as highlighted in the image. The default position at '0’ leads to a negative bias by the anchoring effect.

2

Lacked context and failed to capture true emotions

The survey randomly appeared for user after app open which lacked context of which user journey we wanted to collect feedback on and the whole purpose of NPS. Also the ratings lacked capture user's true emotion as the numbers were not associated to emotion.

"What approach can we adopt to make the survey process more interesting and precise, so as to boost the rate of completed surveys"

Solutions

We eliminated the anchoring bias, made the feedback mechanism more representative of the user's voice, and ensured the survey was contextually placed within the user journey for more accurate feedback.

1

Eliminated anchoring bias

We removed the slider interaction and eliminated anchoring bias.

2

Placed within the user journey for accurate feedback

When the user's experience is fresh, they are in a better position to share the exact emotions and perceptions with high accuracy of the responses.

3

Mirroring user's emotion

Each rating was associated with some emoji which helps the user in confirming what they're rating

14 % increase

in filling out the initial rating

12% increase

in filling the questionnaire presented after the rating

Process

1

Our journey began with a deep dive into competitor NPS surveys, from which we distilled key principles that guided our redesign.

2

We did various iteration and created a Pro's and Con's list of each iteration

Evaluation

Through guerrilla testing, we swiftly gauged the effectiveness of our redesign, ensuring it met our objectives despite the tight timeframe.

Reflections

Through this project I learnt a lot about the importance of surveys to gauge user's feedback and how to target them in the right place to get accurate responses which can be used to improve product.