In-product Feedback
UI/UX Design, 2022 - Guild Education
Guild Education provides education benefits to employees of their clients, such as Chipotle, Walmart, or Disney. Employees are able to take advantage of these benefits and go back to school with their employer paying for their education or with tuition reimbursement.
In order to provide space for users to give feedback on their experience with Guild Education's service, I iterated, tested, and designed an experience for users to give feedback in the product.
I collaborated with a User Voice representative and our Product Manager to design this solution. Adding this experience resulted in our product team gathering feedback to look for trends, catch bugs, and get suggestions for improvement.
Main Problems
We don’t consistently know when users are confused or are having difficulty navigating Guild throughout the experience.
We are not collecting any self reported user issues: bugs, or requests for new features
We don’t know when users have a great experience with Guild products.
I focused on creating a modular solution that could easily be implemented across the product and easily hidden/shown when needed.
Design Options
I designed 3 options for the location of the feedback link:
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In the footer (blue)
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At the bottom of the page (red)
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On the side (yellow)
However, I wanted to test each of them to ensure users could find them if they wanted to give feedback. View my research case study for more details on the testing and results.
Final Design
Based on user testing, I continued with designing the feedback link on the bottom, defining the specs of the module and mocking up examples of how to implement it on key pages before handing it off to developers.
Doing this project helped me learn how to design a scalable module that could be implemented long after the project was finished without me there. It gave me the opportunity to communicate the design needs through the final files and annotations so anyone could use them.
In the end, this module led to a Slack channel that collected the user feedback coming in, and product managers were able to triage feedback and identify larger improvements to address in their future roadmaps.
