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In-product Feedback Click Tests

UX Research, 2022 - Guild Education

Guild had limited opportunities to gather user feedback on their product experience. To enhance the product, we needed timely insights into user confusion, frustration, or satisfaction.

We wanted to implement a solution across the product, with options to hide it on specific pages during rollout.

We addressed two main issues:

  1. Lack of awareness about user confusion or navigation difficulties within Guild.

  2. Absence of self-reported user issues, including bugs and feature requests.


This user test evaluated which feedback link design was most visible to users.

My goals were to find the most visible and easily implementable option for users to give feedback on their experience and to understand where users would expect to find that action.

Initial Tests

Over the course of two unmoderated tests, I executed a click test via UserZoom with 100 people to understand if they could find the button to give feedback on the product.

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I designed 3 options for the location of the feedback link: 

  1. In the footer (blue)

  2. At the bottom of the page (red)

  3. On the side (yellow)

However, I wanted to test them each to make sure users could find them if they wanted to give feedback.

I asked participants:

  • Where would you click to give feedback on the following website?

  • How easy was it to complete the task?

  • Where would you expect to find a feedback link?

Analysis

After centralizing all the data into Google Sheets, I calculated the success rates of each version and compared it to how easy it was for users to find the feedback button.

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In the results, I was looking for which option had the higher success rate.

Blue version (link in footer)

Success rate

Test 1: 40% success

Test 2: 38% success

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Ease of use rating

Test 1: 68% easy/very easy

Test 2: 62% easy/very easy

Red version (link at the bottom)

Success rate

Test 1: 42% success

Test 2: 32% success

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Ease of use rating

Test 1: 82% easy/very easy

Test 2: 60% easy/very easy

Yellow version (link on the side)

Success rate

Test 1: 14% success

Test 2: 22% success

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Ease of use rating

Test 1: 46% easy/very easy

Test 2: 50% easy/very easy

When asked "Thinking of typical websites or desktop apps that you use, where would you expect to give feedback or submit an idea for the product? Why?", 50% of participants expected a feedback link to be near the bottom of the page, like near a "Contact us" button.

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This also aligns with user preference, where the versions where the link was near the bottom were the most preferred and the most successful.​

Findings and Conclusion

Both behaviorally and preferentially, the options where the feedback button was near the bottom of the page performed the best (Red and Blue versions).

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Based on how the footer behaves the same on every page regardless of login status, I recommended that we include a feedback CTA on the page content itself at the bottom. This also allowed for more modularity in the feature itself.

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Below are images of the specs I designed for the module for any developer on any squad to implement and an example of where it would live on the Student Dashboard.

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This research and design led to a larger initiative of getting direct user feedback and analyzing it to find trends to help inform product roadmaps and catch major bugs.

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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.

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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.

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