UI Design
High Impact
Project Summary
Team
2 Product Managers & 3 Front-End Engineers
Timeline
3 months ( 2 in 2023, 1 in 2025)
Problem Statement
While users were completing the reviews, the experience was slow and confusing. This resulted in reduced customer satisfaction score and made it harder to attract new users.
My Role
I worked on the project in 3 phases; 1st was the redesign, 2nd was to integrate AI while writing reviews and the 3rd was making the experience suitable for mobile web.
Impact
We were able to retain our existing customers.The average CSAT score collected over this experience increased from 3.38 to 4.56 in the first quarter of the release.
Timeline
Background & Why Now?
The review writing experience allows users to give feedback to themselves, peers, and managers. It helps in gathering useful feedback for compensation and promotion discussions. The entire performance review process is a collection of various steps -
Compiling customers’ complaints
We began bucketing the primary issues users raised in queries and NPS comments concerning the review writing experience.
🤔
😮
😕
😣
Insights from user-recordings via Posthog
We also went through user-recordings on Posthog to understand the major issues. Some of which were
Posthog - Recording Findings
Designing a better form
One thing while working in the B2B2C space was that the client (HRs) had their users (Employees & managers) who would use this product. Hence, our aim was how might we create a seamless experience for them.
Versions 2 & 3 - AI Feedback & Support for Mobile Web
Impact
73%
Conclusion & Learnings
This project was a pivotal journey for me in my start, where I had full ownership.
I discovered that design is not just about aesthetics; it’s about genuinely addressing user challenges, even through small UI tweaks. Sales was empowered to present the product against our competitors. The next steps to this is to transform the review writing process into an engaging experience that resonates deeply with employees.
❋ Thank you for reading. ❋