Reputation.com Survey

Rating and Review Dashboard

dashboard2.png
 
 


Overview

Reputation.com helps businesses monitor and improve their online reputation. The survey builder is designed to create surveys for customer, product, and brand experience to collect feedback across the customer journey via email, websites, and SMS.

My Role

  • Heuristic Evaluation


  • Wireframe


  • UX/UI Design


  • Prototyping



Strategy

The experience users have with a company’s digital product can have a big impact on how they feel about that brand. During some preliminary research, I found a reoccurring dissatisfaction amongst users who were using the Reputation.com’s survey dashboard. Some of the feedbacks we received was “The dashboard is confusing to use and it requires so much clicking - so much wasted space.” This also happened to be my first time using the dashboard so it felt like a true first-time user experience. 

I decided to identify the usability issues and propose a redesign. I used jacob Nielsen’s usability heuristics and focused on ten heuristics. This is how i would identify opportunities for change.


 
 

Heuristic evaluation

 
heuristic_original.jpg

heuristic_original2.jpg

heuristic_evaluation3.jpg

 

Dashboard card design iterations

 
dashboard-cards2.png
 
 
card2.jpg
 

Survey builder platform

 
survey-builder2.jpg
 

The survey builder can create, test and modify multiple surveys in just a few clicks. Mix and match multiple question types, and create a seamless, personalized path for each respondent with advanced branching and display logic.

 
survey-builder3.jpg
 

They survey tool can quickly and easily customize surveys to generate high response rates through email and SMS.

Feedback & insights

I received positive feedback on my presentation for the redesign. It was conveyed that i had a thorough investigation of the usability and in applying the heuristics correctly, i was well-reasoned in my articulation of the proposed redesign.  

On a personal note, i enjoyed completing this exercise because it provided me with an opportunity to solely focus on improving usability without needing to update all the ui and branding components of an existing product. These guidelines gave me a surprising amount of freedom and creativity.