Goal

To assess and enhance usability, customer satisfaction, and user sentiment through structured Voice of Customer (VoC) programs, including UMUX Lite, Net Promoter Score (NPS), and Customer Satisfaction Score (CSAT). These insights informed product improvements and user experience strategies.

Approach

I implemented a multi-channel feedback strategy by launching:

• UMUX Lite Surveys to measure perceived usability and usefulness.

• NPS Surveys to evaluate customer loyalty and likelihood of recommending the product.

• CSAT Surveys to gauge user satisfaction with support interactions and feature experiences.

These surveys were deployed in-app, post-interaction, and during usability testing to track trends over time and across different user personas.

My Role

I was responsible for:

• Designing surveys to align with business and user experience goals.

• Launching surveys using third-party tools (e.g., AppCues, Looker).

• Continuously monitoring and analyzing performance across personas and product features.

• Developing insights and recommendations reports for stakeholders to drive product improvements.

Process

• Established baseline scores for usability, satisfaction, and loyalty.

• Tracked trends across different user groups and product workflows.

• Correlated findings to identify key drivers of satisfaction and usability issues.

• Communicated insights to product, engineering, and leadership teams for action.

Key Findings & Impact

1. Usability and customer satisfaction are closely linked.

   • Users with higher usability ratings were more likely to recommend the product (higher NPS).

2. New users start with high usability ratings, but scores drop over time.

   • Indicates onboarding gaps and increasing complexity in workflows.

3. Users rely heavily on session replays, suggesting gaps in analytics tool usability.

   • Led to prioritizing improvements in data navigation and feature accessibility.

4. Support interactions are well-rated, but feature clarity remains a challenge.

   • Resulted in updates to documentation, in-app guidance, and UI refinements.

Next Steps & Strategic Impact

• Improve onboarding and feature discoverability to sustain long-term usability.

• Enhance workflow navigation to reduce complexity and improve analytics tool adoption.

• Refine survey methodologies for continuous usability and satisfaction tracking.

By integrating VoC programs, I created a data-driven approach to usability improvement, ensuring product changes align with real user needs and expectations.