Project Brief
I worked as UX Designer on a small team within Our Date — and was responsible for working on the experience of customer support and feedback.
Our primary project goal was as follows: Create the user journey of customer support for the Our Date web-app.
ROLE
User Experience Designer
RESPONSIBILITIES
Work as a team to design customer support and feedback experience for users
Conduct research and gather data to influence design decisions
TOOLS⚒️
Figma
Miro
Figjam
What is most IMPORTANT to users?
The first task we tackled was to determine the stages in which customer support would be necessary throughout the date planning journey. With market research and internal testing, we decided what questions are most important to ask users in each survey type.
As the date plan questionnaire team did external testing, it was discovered that it would be valuable for us to ensure the customer’s satisfaction at three different points in their experience with Our Date.
From this, we determined below that these points were important to include support for users:
Covering the User Journey
The next task was to synthesize our learnings, creating the user journey, and delivering site specifications and recommended user flow.
Collecting Customer Feedback
Feedback not only drives your business to new heights but also uncovers unexpected opportunities, helps you retain customers, and brings in new business
More positive customer experience leads to a better reputation, and ultimately, an increase in profits.
My team and I have noted the importance of collecting omnichannel feedback. This gives customers the opportunity to provide feedback easily and seamlessly, across a wide range of channels, without them having to switch to another platform.
Three ways we’ve tested collecting feedback are through email, survey, and free-text feedback
Email Feedback Flow - Created by me
Free-text Feedback Flow - Created by me & teammate
This free-text flow is also our way of incorporating chatbot with the web-app for customer support to our users. Gathering feedback will be one way chatbot will be utilized.
WHAT’S NEXT?
Testing with Beta users
Working with our AI and engineering team on data collection.
Expanding chatbot and it’s possibilities on Our Date.
Creating a full customer support flow with chatbot.
Thank you for reading!
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