Customer Feedback

Customer Feedback

Web Design

All

Interaction Design

Prototype

User Flow

EASE / CVG Airport

See it Live

During my time at Differential, I had the opportunity to work as the designer of EASE, a product to help streamline airport operations. During this cycle of work, the EASE product team worked together to create a Customer Feedback tile to bring external customer feedback, specifically from Twitter, into the single dashboard view so that users can have all their data in one place.

Web Design

All

Interaction Design

Prototype

User Flow

Bringing Scattered Data Into a Single View

EASE was a product that was created with CVG airport so our team was constantly improving the product with new features for them and future airport clients. From interviews with users, we heard that some airport workers check X (Twitter at the time) for feedback from customers. Customers frequently tweet and mention @CVGairport when things go wrong. With access to this feedback, the airport employees had a chance to make things right. An example of this is someone tweeted a photo of a spill in a concourse and tagged @CVGairport. This alerted the housekeeping team so they could clean it up and improve the experience of travelers. This feature was mostly for customer feedback on things the airport could improve on, but it was also rewarding for employees to see positive feedback as well.

The idea was to bring that stream of customer feedback from twitter into EASE, in an attempt to bring all the data into a single view for the users of EASE. It would also have a sentiment analysis, so EASE could measure the sentiment of the feedback data being pulled. The user could view tweets and their attachments from the EASE dashboard as well as an expanded view. We were also trying to keep this feature flexible for any other forms of feedback or social media feedback from the user that could be brought in, in the future.

AS A USER...

I want to be able to see customer tweets mentioning @CVGairport inside of EASE so I can be informed of customer feedback within a single view.

Balancing Visual Hierarchy

While designing this feature, there was a lot of detail and thought that went into the visual hierarchy of the information presented in the customer feedback tile. I didn’t want the tile to look too visually crowded as it was text heavy content.

When designing the expanded tile, there ended up being some differences with the initial sketch. Because the expanded window was more wide than tall, the tweets and "at a glance" data best filled the space when laid out horizontally. I kept the optimal number of characters per line when creating the width of the column with tweets.

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Final Design

The new tile showed the tweets from customers tagging @CVGairport so the users are aware of their customers' experiences and can therefore take action based on that data. The settings of the customer feedback tile allowed the user to filter the tweets by sentiment and hide/show attachments in the tile view. I worked alongside developers to get this feature shipped. Value was added for users who previously had to sift through Twitter to gather customer feedback. Now they can easily see feedback from customers in a single dashboard view, along with all the other valuable data in EASE.

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