Microfeedback: real-time, instant feedback on Chase internal products
Project Overview
What is Microfeedback?
Microfeedback surveys are small, quick, and targeted feedback questions that users can answer while they are interacting with software. Users can submit feedback in-flow in seconds- these questions can be in many forms, including rating scales and quick polls.
My Role
I served the role of a Senior UX Designer while working with two other lead designers. My significant contributions included researching microsurvey design practices and common questions, writing a list of questions, and designing our module.
Project Background
In the Service Product Group within Chase, we designed microfeedback surveys (as microservice, plug-and-play modules) for our internal products. After implementation within our group, we will expand this service to all Chase products.
Timeline
January 2023 - Present
Challenge
There was no current mechanism for the Service Product Group to collect instant, mass amounts of data about product success. We didn’t have access to how the call center and branch bankers view our internal apps without doing extensive legwork.
Skills & Tools
Concept Design & Exploration, Synthesis, Competitive Analysis, Internet Research, Copywriting, User Flows, Ideation, Sketching, Wireframing, Interaction & Visual Design, User Interviews on the Concept, Prototyping, Figjam, Figma
Solution
Microfeedback is a way to consistently get data to drive development, based on constant feedback loops of human-centered design. Our product team would have mass amounts of real-time qualitative and quantitative data from the call center and branch bankers.
Goal & Outcome
Short-term goals include gathering responses, mid-term goals include action from responses, and long-term goals include using microfeedback as a regular touchpoint, benchmarking products, and expansion of Microfeedback to other Chase teams.
Process Overview
1. Research
Internet research on microfeedback best practices
List of common microsurvey questions
Competitor analysis of other microfeedback designs
Examination of Chase’s design system
Examination of the first product module for microfeedback
2. Synthesis & Ideation
Compilation and synthesis of research
Design of Form Factors- the types of potential microfeedback designs
Sketches
User flow
3. Design
Microfeedback questions
Lo-fi wireframes of multiple forms
Hi-fi wireframes
Hi-fi final design and copy of ease-of-use MVP question and in-line survey in the first module
4. Prototype & Test
Hi-Fi Figma prototype
Concept questions to potential users
