User feedback form
User feedback form
User feedback form
User flow Feedback form UX Writing
User flow Feedback form UX Writing
User flow Feedback form UX Writing
Role
Role
Role
UX/UI designer
UX/UI designer
UX/UI designer
Timeline
Timeline
Timeline
February 2022 - Ongoing
February 2022 - Ongoing
February 2022 - Ongoing
TL;DR
TL;DR
TL;DR
I designed a feedback survey to be more human-centered by incorporating dynamic behavior based on the user's response, to better empathize with them. Additionally, I emphasized that providing opinions is a way to help improve the experience for other users as well
Asking for feedback is not hard, Getting users to give feedback is
Since I started working here, our product team has never directly asked users what they think about our app. Now, it's my job to master the art of creating the most engaging feedback form ever.
Let's be honest, when was the last time you were willing to give app feedback without expecting something in return? It was probably a long time ago, right? Most people tend to ignore requests to answer questions that aren't relevant to them.
How I managed to do it
When I'm designing the whole interaction, I always keep asking myself what I would say and how I would introduce myself if I had the chance to talk to a user face-to-face asking for their feedback.
I'd start by sending an automatic email to users after they complete their session to thank them for using our service. In the email, I'd let them know how their feedback can help improve our service and assure them that their feedback will make a difference. I'd also mention that the feedback form takes only three minutes to complete. By doing this, we can connect with our users, encourage their feedback, and show them how much we value their opinions.
When a user enters the feedback form, I like to start with a friendly greeting that explains the purpose of the form. Then, I ask a few easy multiple-choice questions, like "How did you hear about us?" or "Have you used any mental health services before?" This helps us learn more about our users and how we can improve our service to meet their needs.
After asking a few easy multiple-choice questions, I like to ask users to rate our service on its usability. This helps us understand how we can improve the user experience with minimal effort on their part.
Personalize the feedback form based on the user's score
If they give a score below 3, I'll show a message that says 'We're sorry to hear that' and ask them what went wrong. It's important to make sure users feel heard and that their feedback is valuable. If they give a score above 3, I'll show a message that says 'We're glad to hear that' and ask them what they liked about our service. This helps us identify what we're doing well and how we can improve.
For the final part of the form, I like to ask some open-ended questions, like 'How could we improve to better meet your needs?' and 'Do you have any additional comments for us?' This gives users the opportunity to share any feedback they may have missed or provide more in-depth insights about their experience.
The results
After almost a year after launching the feedback form, we like to regularly review user feedback to see how people are feeling about our app. It's always great to read positive comments, but we also pay close attention to the constructive feedback. These insights can be incredibly helpful when we're brainstorming new features and improvements. Overall, we're committed to using user feedback to make our app even better.
What I learned and wish I could explore more
Out of the 743 people who were invited to complete the feedback form, we received a total of 412 responses with an 80% completion rate. However, we noticed that the drop-off rate on the form introduction page was quite high, with 31% of people dropping off at this stage. This suggests that the long introduction text we used may not have been the best approach to start the form.
Asking for feedback is not hard, Getting users to give feedback is
Since I started working here, our product team has never directly asked users what they think about our app. Now, it's my job to master the art of creating the most engaging feedback form ever.
Let's be honest, when was the last time you were willing to give app feedback without expecting something in return? It was probably a long time ago, right? Most people tend to ignore requests to answer questions that aren't relevant to them.
How I managed to do it
When I'm designing the whole interaction, I always keep asking myself what I would say and how I would introduce myself if I had the chance to talk to a user face-to-face asking for their feedback.
I'd start by sending an automatic email to users after they complete their session to thank them for using our service. In the email, I'd let them know how their feedback can help improve our service and assure them that their feedback will make a difference. I'd also mention that the feedback form takes only three minutes to complete. By doing this, we can connect with our users, encourage their feedback, and show them how much we value their opinions.
When a user enters the feedback form, I like to start with a friendly greeting that explains the purpose of the form. Then, I ask a few easy multiple-choice questions, like "How did you hear about us?" or "Have you used any mental health services before?" This helps us learn more about our users and how we can improve our service to meet their needs.
After asking a few easy multiple-choice questions, I like to ask users to rate our service on its usability. This helps us understand how we can improve the user experience with minimal effort on their part.
Personalize the feedback form based on the user's score
If they give a score below 3, I'll show a message that says 'We're sorry to hear that' and ask them what went wrong. It's important to make sure users feel heard and that their feedback is valuable. If they give a score above 3, I'll show a message that says 'We're glad to hear that' and ask them what they liked about our service. This helps us identify what we're doing well and how we can improve.
For the final part of the form, I like to ask some open-ended questions, like 'How could we improve to better meet your needs?' and 'Do you have any additional comments for us?' This gives users the opportunity to share any feedback they may have missed or provide more in-depth insights about their experience.
The results
After almost a year after launching the feedback form, we like to regularly review user feedback to see how people are feeling about our app. It's always great to read positive comments, but we also pay close attention to the constructive feedback. These insights can be incredibly helpful when we're brainstorming new features and improvements. Overall, we're committed to using user feedback to make our app even better.
What I learned and wish I could explore more
Out of the 743 people who were invited to complete the feedback form, we received a total of 412 responses with an 80% completion rate. However, we noticed that the drop-off rate on the form introduction page was quite high, with 31% of people dropping off at this stage. This suggests that the long introduction text we used may not have been the best approach to start the form.
Asking for feedback is not hard, Getting users to give feedback is
Since I started working here, our product team has never directly asked users what they think about our app. Now, it's my job to master the art of creating the most engaging feedback form ever.
Let's be honest, when was the last time you were willing to give app feedback without expecting something in return? It was probably a long time ago, right? Most people tend to ignore requests to answer questions that aren't relevant to them.
How I managed to do it
When I'm designing the whole interaction, I always keep asking myself what I would say and how I would introduce myself if I had the chance to talk to a user face-to-face asking for their feedback.
I'd start by sending an automatic email to users after they complete their session to thank them for using our service. In the email, I'd let them know how their feedback can help improve our service and assure them that their feedback will make a difference. I'd also mention that the feedback form takes only three minutes to complete. By doing this, we can connect with our users, encourage their feedback, and show them how much we value their opinions.
When a user enters the feedback form, I like to start with a friendly greeting that explains the purpose of the form. Then, I ask a few easy multiple-choice questions, like "How did you hear about us?" or "Have you used any mental health services before?" This helps us learn more about our users and how we can improve our service to meet their needs.
After asking a few easy multiple-choice questions, I like to ask users to rate our service on its usability. This helps us understand how we can improve the user experience with minimal effort on their part.
Personalize the feedback form based on the user's score
If they give a score below 3, I'll show a message that says 'We're sorry to hear that' and ask them what went wrong. It's important to make sure users feel heard and that their feedback is valuable. If they give a score above 3, I'll show a message that says 'We're glad to hear that' and ask them what they liked about our service. This helps us identify what we're doing well and how we can improve.
For the final part of the form, I like to ask some open-ended questions, like 'How could we improve to better meet your needs?' and 'Do you have any additional comments for us?' This gives users the opportunity to share any feedback they may have missed or provide more in-depth insights about their experience.
The results
After almost a year after launching the feedback form, we like to regularly review user feedback to see how people are feeling about our app. It's always great to read positive comments, but we also pay close attention to the constructive feedback. These insights can be incredibly helpful when we're brainstorming new features and improvements. Overall, we're committed to using user feedback to make our app even better.
What I learned and wish I could explore more
Out of the 743 people who were invited to complete the feedback form, we received a total of 412 responses with an 80% completion rate. However, we noticed that the drop-off rate on the form introduction page was quite high, with 31% of people dropping off at this stage. This suggests that the long introduction text we used may not have been the best approach to start the form.