Praiseworthy, individual feedback management
(formerly Fosubo)
Praiseworthy was an individual feedback management platform. It highlighted positive customer feedback collected through SMS surveys. Employees could read their feedback and praise their coworkers with likes in the platform’s feed. Negative feedback was visible only to managers, helping them take action and support employee improvement. The platform measured NPS for each store and salesperson. We also trained managers to give employees positive reinforcement.
How did we learn from users?
I began by interviewing stakeholders—the CEO, CTO, business owners, and employees—to understand the product and how they used it.
Our customers were primarily companies like Verizon. Managers and general managers initially engaged with the platform because they cared about NPS, but employees did not. They often forgot their passwords and relied on email reports to read their feedback.
Mixpanel data suggested that fewer people were responding to negative feedback. Interviews revealed that these alerts were difficult to address within the platform, even though employees were using the information to resolve issues in their stores.
We redesigned the web platform, replacing the old dashboard with a social feedback experience. Its look and feel resembled Facebook’s Workplace, although we released ours first.
Being the only designer in the startup
I created marketing materials for social media and customer communications. I also put together a book of customers’ best feedback as a gift for business owners.
“We learned how important positive reinforcement is at work. Creating a positive culture made employees happier.”
