Getfeedback
Redesigned a CX platform leading to a 68M acquisition
Gallery
Facilitated a design sprint, performed user testing, and delivered a more intuitive user experience while retaining the simplicity users loved, contributing to GetFeedback’s acquisition by SurveyMonkey.
Overview
GetFeedback, a survey platform acquired by SurveyMonkey, struggled with dated navigation and underutilized features. As Lead UX/UI/Service Designer at Yeti, I led a UX redesign to improve usability, scalability, and engagement while preserving its intuitive simplicity.
Challenge
Poor navigation and information architecture (IA) buried features and hindered onboarding. My goal was to create a scalable IA, intuitive navigation, and elevate “lost” features while integrating CX best practices and exploring future concepts like notifications.
Approach
Pre-Research: Conducted stakeholder interviews and user research to identify navigation and feature pain points.
Design Sprint: Led a cross-functional sprint to ideate, prototype new IA, and map user journeys.
User Research: Validated prototypes via usability testing, focusing on navigation, survey table views, and onboarding.
Actions
Redesigned IA and Navigation: Built a scalable left-hand navigation to enhance feature discoverability.
Surfaced Best Practices: Added a dedicated section with links to templates and CX guidance.
Improved Onboarding: Designed zero-data states and CTAs for better user engagement.
Customer Journey Mapping: Created maps to validate a CX-focused pivot, noting minimal competition.
Design Thinking Advocacy: Trained the team on design sprints and user validation.
Results
Enhanced Usability: New IA and navigation improved user experience, validated by feedback like, “I love the best practices dropdown; it simplifies CX complexity.”
Scalable Design: Laid groundwork for future features like notifications.
Strategic Clarity: Journey maps informed a validated product roadmap, exciting executives.
Cultural Impact: Embedded design thinking, empowering iterative processes.
Impact
The redesign boosted usability, feature visibility, and scalability, contributing to GetFeedback’s acquisition by SurveyMonkey by delivering an intuitive, user-centered platform.
User testing participant 2
"I like the Best practices a lot, CX has a million best practices that no one person can possibly know so I love this best practices drop down a lot."
