Overview

The Protections org is looking to implement an in-product CSAT(customer satisfaction) Survey to get a better understanding of how buyers/sellers are using their products and to effectively capture feedback.

Problem Statement

Currently, we capture buyer CSAT(customer satisfaction) using the post-txn(post transaction) claim survey which is managed by GCI and is sent to 40% of the claim population 5 days after the claim is closed. However, this survey has the below constraints:

• Survey questions cannot be modified to capture CSAT for specific post-txn changes
• The targeted user groups cannot be altered since this survey populates data for some exec dashboards
• Survey does not target all protections flows

Goals & Objectives

We want to surface this survey at the end of a protections flow (e.g., dispute outcome page) for dWeb/mWeb/Native and other key touchpoints in the flow. This survey should pop up upon page load and should not be accessible through an entrypoint (i.e., if user closes out of or submits the survey, they cannot access it again). We wanted to base the survey design off of our current SEEK survey for consistency but with extended functionality.

Research

We wanted to base the survey design off of our current SEEK survey but with extended functionality.

Initial Wireframes

Looked at what we currently had in Green Sheets Dynamics compared to the updated version in Salesforce to get an idea for what we needed to update on the Dynamics platform.

Revisions

After discussing the initial wireframes with stakeholders, we agreed on a few revisions that would improve the usability of the CSAT Survey. These changes include:

• Attempted to use a modal created by DSA team but realized we need further customizations that would require us to either edit the modal’s current functionality or create a custom modal that would be managed by the protections team.
• These customizations include reducing white space at the bottom of the modal to fit the content and allowing the survey to surface from the bottom on mWeb and native instead of taking up a full page.
• Changed rating feature to stars instead of radio buttons for better recognition and consistency
• Update title to one that would better capture the user’s attention to want to take the survey

Final Wireframes

We created a survey that is able to efficiently capture CSAT and is able to scale to all post transaction use cases.

The Results

Our main goal with this project was to be able to easily capture user feedback in a way that would be seamless and inviting. I feel that we were able to successful accomplish this after taking time to consider how the user may react to certain scenarios. After implementing the newly designed CSAT Survey, we saw a significant boost in engagement and actionable feedback:

• 70% increase in survey response rate compared to the previous design
• 30% reduction in bounce rate from the survey entry point
• 4.8/5 usability rating from internal testing participants

The redesign focused on minimal disruption, clear language, mobile responsiveness, and progressive disclosure to keep users engaged without interfering with the shopping experience.

Through this project I learned the importance of placement when it comes to obtaining useful information from the user.