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TrustLoop
November 2023 - April 2023
Background: Trustloop is a reputation management software that faced significant usability challenges with its previous platform. Customers struggled with cumbersome feedback collection processes, limited review visibility, and an unhelpful dashboard.
Role: Lead Designer
Team: 1 Product Manager, 1 Marketer, 3 Developers
solution 01
Rebuilding the Survey Builder
When customers give a rating of less than 5 stars, they are redirected to a survey that prompts them to give feedback on the product. In the old survey builder, users could not preview the survey’s appearance, which hindered their ability to set it up effectively.
unclear page purpose
old survey builder
confusing settings options
no survey preview
STREAMLINED SETUP AND ENHANCED USABILITY
The new interface visually represents how the survey would appear on their website, enabling users to preview and adjust settings in real time.
EMPLOYING THE ENDOWMENT EFFECT
I added complete customization capablility to the feedback survey. Now, users can edit each question card and customize the survey from start to finish.
A DELIGHTFUL CUSTOMER EXPERIENCE
Previously, customers faced a cumbersome feedback process akin to filling out a lengthy Google Form. A typeform-like survey enhances the likelihood of users leaving internal feedback by providing a user-friendly and engaging interface.
solution 02
Designing a Dashboard
Before I created the dashboard, the only way for users to see new customer reviews was to download them as a csv file. It was time-consuming and lacked real-time analytical capabilities.
unhelpful display of reviews
before the dashboard
no filtering / organization
no real-time insights
REVIEWS THAT INFORM DECISIONS
The new design allows users to see their most recent reviews at a glance. It includes a histogram showing the distribution of their ratings and an AI analysis of customer sentiment. Additionally, users can filter their reviews by time and platform to see when and where each review was left.
solution 03
Onboarding Overhaul
To get the most out of TrustLoop, users must complete 3 main tasks. Without an onboarding, users had to search around the site to figure out how to use the product, and rarely completed the tasks before giving up :|
tasks
2. claiming a trustlink
3. survey setup
1. syncing outside reviews
REDUCING COGNITIVE LOAD
We made it easy for users to import their reviews through web scraping, extracting data from websites through their provided APIs. Designing the UI for this was super fun because I got to make complicated tech simple to non-technical users.
DESIGN PATTERN: INVESTMENT LOOPS
By building a personalized feedback survey, users invest their effort in setting themselves up for a future reward (more 5-star reviews). With the anticipation of a future reward, the likelihood of users coming back is greater.
THE IKEA EFFECT BUT MAKE IT DIGITAL
When users partially create something, they value it way more. To leverage this effect, I had users personalize their feedback surveys in the hopes that they feel more connected to it and want to use it regularly.
V1 Launched! 🚀
want to know what users are thinking without a damaging review?
check out TrustLoop for yourself and take charge of your reputation ->
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