SAAS Survey data platform
Survey Data Dashboard
You want to know how to improve the experience and retention of your customer base but…
You don’t have contact details for 20%
Your survey fatigue rules exclude another 20%
Average response rates of 10%
You only hear from 6% of your customers that share critical insights of their experience…
Timeline
7 weeks (while managing multiple concurrent projects)
Background
Disposition Reporting was the merging of 2 different companies aquisitions: BrandXP and MaritzCX. There where clients in both companies that were accustomed to the experiences provided and during the launch of XI, InMoment tried to reconstruct these dashboards of data into a feature known as "Campaign Insights". This feature lived in the survey builder part of our platform. During 2023, our product team wanted to move this feature to be a part of the Field Reporting Platform - That's where I come in!
Our internal experts had a ton of feedback from the beginning of the project, so that is where we started by analyzing and refining their feedback. Once we came up with a hypothetical solution, we started to iterate on what we were able to enhance quickly. The over all issue was the way our team wanted to build out features did not align with what development's capabilities were at that time.
Research & Planning
As a result of this project's continuous analysis, flexible OKRs and dynamic user personas, we were able to establish clear baseline objectives to help move the needle in turning ambiguity into actionable insights. The triad (design, product and development) came together to discuss, existing features of previous software, Implementation of XI's Campaign Insights (XI survey app's initial version of disposition reporting) and gaps identified by feedback customer service managers had received from clients.
Design & Prototyping
Utilized the previous design of the existing features of previous software, Implementation of XI's Campaign Insights (XI survey app's initial version of disposition reporting) and started iterating off those designs.
Implementation
Leveraged agile development methodologies to build the widgets dashboard using high-charts API. Prioritized feature development based on user feedback and technical feasibility. Implemented QA teams to analyze user behavior and optimize interaction recommendations.
Testing & Optimization
Met with InMoment internal experts to hear concerns and validate what was talked about in the hand-off meeting. Using FullStory and help from our dev teams, we found insights in the platform's interaction data. After merging this with data from the internal interviews, we reviewed sessions from our top client's custom dashboards.
We needed to think pretty far ahead to have a clear idea of what steps needed to happen first. This involved a lot of back and forth with dev teams, product and other design teams. Our biggest hurdle was to overcome intended data visualizations and if it would connect well with other parts of our platform for a seamless experience.
Intelligent Filtering
AI algorithms analyze user preferences, tags, and snippets of feedback to generate optimized data sets that fit your favorite view.
Customized Dashboard Widgets
Data visualization options that align with your company preferences. Keep all levels informed in a consistent, fully customizable way. Add or remove widgets as information changes and preferences change.
Drill-Thru the Sample Data
Customizable settings allow users to tailor 'drill-thru' preferences and priorities to their unique needs. Making collected data sets from user surveys more actionable for all levels of the business. From Management to Executive levels.
We learned more about setting up lines of communication across different teams. The real 'win' was enhancing a pre-existing feature to not only function properly in a new part of the platform, but have impactful insights on the default view.
Increased Efficiency
Users report significant time savings and improved productivity through optimized survey campaign data views and insights.
Positive User Feedback
High user satisfaction ratings and positive reviews highlight the app's intuitive interface and powerful AI capabilities.
Growing User Base
The app quickly gained traction among individuals and businesses worldwide, with a steady increase in user adoption and engagement since moving into the Field Reporting section of the platform.