Increasing
Increasing
Increasing
Increasing
Increasing
Increasing
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Overview
Overview
The project focused on redesigning the Net Promoter Score (NPS) survey for Jupiter, aiming to enhance user interaction and feedback quality. It addressed issues in the existing survey's design, such as bias in rating selection and inefficiencies in capturing detailed feedback.
The project focused on redesigning the Net Promoter Score (NPS) survey for Jupiter, aiming to enhance user interaction and feedback quality. It addressed issues in the existing survey's design, such as bias in rating selection and inefficiencies in capturing detailed feedback.
My Responsibilities
My Responsibilities
Responsible for research, conceptualisation, design and delivery
Responsible for research, conceptualisation, design and delivery
My Team
My Team
2 Designers, 1 Product Manager and 2 Engineers
2 Designers, 1 Product Manager and 2 Engineers
Timeline
Timeline
2 Weeks (Early 2023)
2 Weeks (Early 2023)
Problems with survey question page
Anchoring Effect- The default position at '0’ leads to a negative bias due to the anchoring effect.
Intrusive nature of the survey - The bottom sheet is too intrusive and impacts the user journey within the app in a negative way
Counterintuitive Interaction- component used to show reasons for a particular product is counterintuitive as reported by the users. (Data collected during user calls, informal interview with the users)
Problems with survey question page
The component used to show reasons for a particular product is counterintuitive as reported by the users. (Data collected during user calls, informal interview with the users)
Business Goals
Business Goals
In addition to the experience level fixes the primary success metric defined by the business was to increase the number of responses.
In addition to the experience level fixes the primary success metric defined by the business was to increase the number of responses.
Observations and Insights from secondary research
Observations and Insights from secondary research
I started off by researching NPS across companies working in different domains which included amazon, booking.com, Ferns and Petals, housing.com and cred. This was to learn more about best practices to do for NPS
It’s better to prompt an NPS question after a meaningful interaction. i.e. after making a payment, or after investing
When the customers’ experience is fresh, they are in a better position to share the exact emotions and perceptions with high accuracy of the responses. I personally experienced NPS across various consumer facing products
I started off by researching NPS across companies working in different domains which included amazon, booking.com, Ferns and Petals, housing.com and cred. This was to learn more about best practices to do for NPS
It’s better to prompt an NPS question after a meaningful interaction. i.e. after making a payment, or after investing
When the customers’ experience is fresh, they are in a better position to share the exact emotions and perceptions with high accuracy of the responses. I personally experienced NPS across various consumer facing products
Explorations and Ideations
Explorations and Ideations
I started off by researching NPS across companies working in different domains which included amazon, booking.com, Ferns and Petals, housing.com and cred. This was to learn more about best practices to do for NPS
I started off by researching NPS across companies working in different domains which included amazon, booking.com, Ferns and Petals, housing.com and cred. This was to learn more about best practices to do for NPS
Proposed solution
Proposed solution
I started off by researching NPS across companies working in different domains which included amazon, booking.com, Ferns and Petals, housing.com and cred. This was to learn more about best practices to do for NPS
I started off by researching NPS across companies working in different domains which included amazon, booking.com, Ferns and Petals, housing.com and cred. This was to learn more about best practices to do for NPS
What went live
What went live
I started off by researching NPS across companies working in different domains which included amazon, booking.com, Ferns and Petals, housing.com and cred. This was to learn more about best practices to do for NPS
I started off by researching NPS across companies working in different domains which included amazon, booking.com, Ferns and Petals, housing.com and cred. This was to learn more about best practices to do for NPS
Problems with survey question page
The component used to show reasons for a particular product is counterintuitive as reported by the users. (Data collected during user calls, informal interview with the users)
