Reviews Collection Flow
How might we make reviews more human?
OVERVIEW
⚠️ PROBLEM
Reviews lack written and visual content
🧭 GOAL
Make it easy and worth-while to leave high quality reviews
🤝 TEAM
Product Manager: Tony Chen
UX Writer: Michelle Je
Engineer: Sergei Ten
Data Scientist: Maggie Shi
🧑💻 ROLE
Lead Designer:
Was the sole product designer on the Post-Purchase team.
🗓 TIMELINE
Mar - May 2023
🏁 STATUS
Launched at 100%
01
THE PROBLEM SPACE
Reviews don't feel human
USER PROBLEM
Reviews lack content
Most reviews on our products don't contain any writing, photos, or videos
BUSINESS PROBLEM
Less content = fewer purchases
Products with no review content are half as likely to be purchased
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SOLUTION
Create a better way to encourage and collect higher quality reviews
02
EXPLORATIONS
Finding the right solution
STEP 1
Simplify the experience of leaving a review
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First we focused on reducing the number of steps to leave a review into 1 simplified screen
STEP 2
Incentivize higher quality reviews
1. Adding clear incentive reminders
2. Adding incentives for social good
3. Providing feedback once points are earned as positive reinforcement
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03
FINAL EXPERIENCE
What did we create?
04
LAUNCH & RESULTS
How did it perform?
After launching our new collection flow we saw very positive results in the quality of new reviews, the way reviews were received, and in conversion on items from the new flow.
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