CSAT/NPS Survey Creator

About the product

During my time at Verint, I had the opportunity to work on a variety of products, one of which was the "Agent Workspace". This particular product was designed to assist customer service teams from various industries, ranging from airlines to meal kit providers to make-up retailers. The goal was to connect them with multiple, real-time social media platforms used by their customers, creating powerful connections that would enhance the customer experience.

The focus of this case study is on how we improved the UI with UX-driven design thinking on the "Self Service" app on Agent Workspace. The project took us about a month to complete, and the team was made up of myself, a product manager, and three engineers. We launched the updated version in the Fall of 2022.

The Problem

CSAT and NPS surveys are crucial methods used by many businesses to measure customer satisfaction and care. The Self-Service app allows users to create these surveys for their needed social media platforms. However, this service was not easily available on the platform. Instead, it is located in the command center where it did not instruct users on how to use it efficiently.

This service needed to be moved into the same space as the other built applications. Additionally, it was important for me to understand what each social media CSAT/NPS survey offered to our users and what the differences and similarities are between them. This would help build a consistent and clear interface for an effortless user journey.

WHATSAPP USER JOURNEY EXAMPLE

Designs

After finalizing the user journey outlines for each survey, I proceeded to design the UI. Thanks to the rebranded components of other applications found on the platform, I was able to use a design system to create the screens and make slight adjustments where necessary.

I ensured that the user journey flow was natural and sensible to not just our users but their end users also. Additionally, I included help and instructions where needed due to the difficulty of using multiple social media platforms. The previous design forced users to leave the Agent Workspace platform entirely to seek information, but I made sure to provide answers and instructions within the application to avoid disrupting users' tasks and journeys, which could lead to frustration.

FIRST THINGS FIRST:

WHAT IS THE TASK?

OLD DESIGN

The Approach

To begin the design, I first identified the purpose and goals of each survey and the survey app through user journey mapping so that I could create the appropriate UI elements.

It was important to ensure that the correct hierarchy was established, from app login to survey completion, with minimal pain points. For instance, we had to develop a UI screen that could display the requirements for the four social media survey channels that shared the same criteria, whilst also showing the other three that had their own separate rules.

This discovery was the most crucial aspect of the user journey, which I strived to make as effortless as possible through design.

The rules and similarities designated for each survey were beyond our control, so it was important to create an intuitive interface to navigate through them. From here, I was able to design the correct story order for each channel screen, making it so users could build surveys with ease.

Hierarchy, storytelling steps that are used throughout the users usage of the app included:

Building a new or editing a current survey?

Is it CSAT or NPS?

What channels could it be used on?

What is the surveys name?

What business profile/s is it being used on?

What language?

Any personalized messages?

The survey question itself

Any privacy policy links?

Save and finished!