Helping product builders understand the 'Why' behind Customer Feedback
We partnered with  a customer feedback and analytics platform to enable product builders to deeply understand their customer feedback quickly and help them prioritise what was important to solve.
  • UX Audit
  • User Interviews
  • Task Flow Optimization
  • Navigational structure Redesign
  • Wireframing
  • Visual Design

Launched key analytics capabilities to find and process feedback in bulk

Key analytics capabilities

Key analytics capabilities

Added a chart builder which allows to visualize feedback by different metrics with comparisons and different visualizations.

2nd most used
feature on the product within 2 months
Revamped Search and Query Builder

Revamped Search and Query Builder

The ability to search for feedback had severe usability issues and was the most complained about on the product. We redesigned it making it sleeker, scalable and more usable. The feature didn’t receive any major complaints post the revamp.

Revamped core features and introduced new ones to enable the user to complete their workflows

Making relationships of core components clear

Created a simplified representation of the core tenets of the product so that the parent child relationship is clearer across the product.

Extended support to various feedback types

Added customized support for Audio Recordings, forum threads, Support conversations, Manual file uploads etc. Each feedback type has a specific representation and actions.

Feedback Monitoring

Created completely customizable dashboards and subscription workflows which allows users to be on top of their areas of interest.

Prioritise important metrics

Made the feedback analytics easily understandable and priorotizable. Like accompanying it with it’s impact to the company’s ARR

Enabled GenAI across the product to help comprehend feedback

Enabled GenAI across the product to help comprehend feedback

Chatbot with trust and explainability

Allowing users to ask AI about their customer’s feedback. The generation of responses are inspectable and are user modifiable.

40% users
transitioned to AI driven workflows

AI bot which supports multi modal outputs

Allowing users to ask AI with support for Text, chart or records as the response.

AI bot which supports multi modal outputs

Making consumption of feedback easier

The aI bot has been percolated in many parts of the products so that feedback and feedback lists can be summarized and consumed faster

Making consumption of feedback easier