We partnered with a customer feedback and analytics platform to enable product builders to deeply understand their customer feedback quickly and help them prioritise what was important to solve.
- UX Audit
- User Interviews
- Task Flow Optimization
- Navigational structure Redesign
- Wireframing
- Visual Design
The Engagement
Launched key analytics capabilities to find and process feedback in bulk
Key analytics capabilities
Added a chart builder which allows to visualize feedback by different metrics with comparisons and different visualizations.
2nd most used
feature on the product within 2 months
Revamped Search and Query Builder
The ability to search for feedback had severe usability issues and was the most complained about on the product. We redesigned it making it sleeker, scalable and more usable. The feature didn’t receive any major complaints post the revamp.
Revamped core features and introduced new ones to enable the user to complete their workflows
Enabled GenAI across the product to help comprehend feedback
Chatbot with trust and explainability
Allowing users to ask AI about their customer’s feedback. The generation of responses are inspectable and are user modifiable.
40% users
transitioned to AI driven workflows
AI bot which supports multi modal outputs
Allowing users to ask AI with support for Text, chart or records as the response.
Making consumption of feedback easier
The aI bot has been percolated in many parts of the products so that feedback and feedback lists can be summarized and consumed faster
Source: https://www.copods.co/case-studies/customer-feedback-analytics-platform