Customer feedback feeds are difficult to digest and therefore, unactionable.
Web/standalone application for customer insights visualization displaying sentiment frequency and team responsibility.
MVP features include:
Top 3 sentiments on load
On hover tooltips
Data upload tool
Customer feedback feeds
With an overwhelming amount of customer feedback across iOS, Android and browser, it was difficult to visualize recurring sentiments.
Being able to make this feedback digestible and actionable, teams could then prioritize fixes that would improve Citi’s overall digital experience.
Understanding the data and how it could be visualized, I researched different types of graphs ending up with a bubble chart that lends itself well for the type and amount of data being analyzed.
As part of the design process, I proceeded to start sketching rough ideas taking into consideration how the data would be consumed for our specific purposes.
A first round of designs included a left rail that would display recurring sentiments, organized by number of related comments.
A second round refined the concept and visual direction.
When a final direction was agreed upon, designs were delivered for development.
We worked closely with a team of developers adhering to a strict timeline and assuring that what was developed matched the designs provided.
The MVP implemented displayed information for multiple platforms, included customizable categories, highlighted top 3 sentiments on load, on hover tooltips and a data upload tool.