Praiseworthy, individual feedback management
Praiseworthy (ex Fosubo) shut down in 2019.
This SaaS was a B2B platform to manage individual collaborators' feedback from businesses' customers.
How did it work?
Through an SMS, Businesses' customers received a survey to evaluate the services provided by the person who attended them.
It included NPS, CSAT, and a comment.
Employees were able to check the feedback received at the platform and read others' feedback when it was positive, write comments and give praises to their coworkers, reinforcing the positiveness.
Negative feedback was only available to managers, so they took action and gave employees tools to improve their service. Our CEO trained businesses' store managers to treat these cases better.
Every employee had their own NPS score, and they loved to be competitive in a positive way to improve it.
How did I learn from users?
At first, the platform had a simple dashboard view with cards to show the feedback, didn't have any social feature.
The cards contained each question's result score, the overall score, and the comments.
Through data from Mix Pannel, we discovered some issues in the funnel of use of the product that we wanted to check qualitatively as well.
A poor amount of users was taking action in the Alert view (negative feedback), and it was worrying because the product invited to close Alerts to mark them as resolved.
I went to some businesses to interview users. I realized they had only one computer available at stores, and our platform was only working on the desktop version by that time. The issues I found were:
- Users forgot their passwords because they didn't use them constantly.
- They weren't active users because they needed to sign in every time they wanted to use the platform.
- In terms of usability, it was hard to use.
- The most engaged users were managers because they received a summary email with all the feedback.
After the research, we decided to re-design the application, prioritizing the mobile version. We re-thought the product with a social view, with interactions between employees to reinforce the positiveness. We built a product that looked like Facebook's workplace before it existed.
The one and only designer in the Startup.
As the only designer, I helped improve the experience, created email templates, created marketing content, etc. It was exhausting but fun, and I've got to learn a lot of things about the business and the overall customer experience.
I even designed the new logo
And stickers!
