Widget redesign
Businesses can leverage customer feedback to its fullest.
Project Overview
They use them from like-minded purchasers, to make decisions about the products they buy and the companies they engage with.
"More reviews = more conversions. Don’t believe us? Products with five or more reviews have significantly higher conversion rates than those with none." - Spiegel Research Center, 2021
The problem
- Still using the old designs.
- Reviews are not properly shown.
- User is confused which is button or not.
- Users cannot tell if the review is for the product or the company
The solution
The solution that is to redesign the widget by conducting user research, check what the latest trends are and run some A/B test and future proof it as a white label widget that can adapt to any partners identity.
User research
Listen to your customers and know which data to analyse when it comes to looking for brand opportunities.
The process
Currently the product review widget it does not stand out, does not align with the new guidelines of Feefo and has no design connection with the client.
To create a positive emotional engagement, you must have a friendly presence in your design—to show users you know them.
Reinforce this with happy customer testimonials and pictures of your office/team. Your design should look different from competitors’. It should also feel different, as a reliable, pleasurable part of users’ lives. Attractive designs that accommodate users’needs and feelings give the impression they work better, too. Whatever the emotions the design conjures in users, these feelings will affect the bottom line. Even a minor oversight can trigger the wrong impression overall.
Emotional Design
Inject a signature mascot
A face/mascot for users to identify with that suits a brand/organization/industry (e.g., MailChimp’s Monkey, Freddie). Engages users as a character.
The tone
Craft copy with the right tone to inspire or accommodate emotions. Write appropriate terms/phrases (e.g., Slack’s “You’re here! The day just got better.” greeting). Use fonts and styles that suit the desired image.
Designs
Once the visual designs were ready, then the developers started to build the components, but with the deadline approaching and a brand new design system we wanted to start testing.
With a completed UAT, which included device and cross-browser testing we launched them and by keeping a close look we made mobile look different in regards the fields positioning, depending the size of the screen the user has.
Next steps
- Pets are funny - set up competitions for customers to film funny pet moments while eating or funny photos.
- Video reviewing with pets.
- Implement TIK TOK.
- AI summary of the comments and responses. Feefo's AI Replies feature represents a significant advancement in feedback management, offering businesses a streamlined and efficient way to engage with customers. By harnessing the power of the latest technology advancements, Feefo has introduced a tool that not only saves time but also enhances the quality and relevance of responses. However, it's essential for users to remember the importance of proofreading and customisation to ensure that every interaction reflects their brand's standards and values.
