Embedded Files
Breathing new life into a classic feedback collection methodÂ
Challenge
Customer and employee experience surveys are ubiquitous, but so is survey fatigue. Can surveying be done in ways that resemble a natural conversation, while maintaining quality insights and improving response rates?
Context
Rapid prototyping (by creating functional proof-of-concepts) for both, periodical employee satisfaction surveys and in-the-moment customer experience use cases of clients.
My Role
Survey Configuration, Question Design, UX Design Mockups, Conversation Flows, Storytelling Demo Materials
Solution Detail
Showcasing the integration of a chatbot-styled interface with a survey engine
Introducing context-sensitive follow-up questions based on recognized intents in previous free-text responses
Leveraging quick-response options, speech-to-text capabilities and push notifications (mobile app)
How to get there
Working together as an interdisciplinary team (developers, designers, service leads) along the Design Thinking methodology and with short design and development cycles
Co-innovating with client on relevant use cases, identifying relevant persona, as-is and to-be journey, business processes
Understanding the deficiencies of existing feedback collection methods (traditional, periodic surveys) before re-conceptualizing as a conversational experience that adequately compensate for these deficiencies
Key Takeaways
A functional prototype (as opposed to PowerPoint presentations or conventional sales pitches) goes a long way in showcasing the power of experience management using state-of-the-art technology.
Plus, the client gets a concrete and tangible result to share with a wider (internal) stakeholder group. Additionally, brief storytelling demo videos showing the prototype in action create a lasting impression of what was achieved.
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