Real-Time Feedback Aggregation and Insights Dashboard

Creating a Versatile and Intuitive User Interface

As the lead designer, I was responsible for developing wireframes, visual UI designs, and a working prototype populated with sample data. The design was crafted to be easily adaptable across various devices, from an Apple TV display in a corporate headquarters to a tablet in individual store locations, ensuring a seamless experience regardless of the viewing platform.

Customizable Insights and Visual Cues

The dashboard was meticulously designed to display scores across different business locations, highlight projected trends, and offer customizable filters and settings based on local data. For instance, if a location showed a downward trend exceeding a certain threshold, a notification system would be triggered to alert the relevant stakeholders.

Color-coded exclamation marks were used to draw attention to critical areas, enabling managers to quickly identify issues. When a manager examined the details, the dashboard provided clear visualizations of past records and comparisons of category performance across different locations. The color scheme was carefully selected for legibility and to accommodate the various categories of data, allowing for a more intuitive user experience. Additionally, individual customer review histories were logged, enabling the system to suggest tailored after-support based on specific circumstances.

Optimizing On-the-Go Access for Shop Staff

To enhance usability for shop staff, tablet access was prioritized, ensuring that employees could quickly access key metrics and insights. The design allowed for preset filter combinations tailored to each store’s specific needs, enabling staff to easily monitor performance and address issues in real-time. This streamlined approach ensured that critical data was always within reach, supporting more efficient and informed decision-making on the floor.

Enhancing Customer Engagement Through Messaging Apps

Leveraging messaging apps for feedback collection offers significant benefits for both customers and business owners. It keeps customers engaged without requiring them to visit websites or download additional apps, making the feedback process more seamless and accessible.

Integrating Facebook Messenger’s Bot Framework

In April 2016, Facebook introduced a bot framework for its Messenger platform. After researching the potential applications of this technology, I identified that incorporating the framework into PLEY would provide substantial advantages. The key benefits included eliminating the need for customers to install separate apps and establishing a new communication channel for businesses.

Takuma Kakehi

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Prototypes were developed to showcase how users could easily provide feedback through the Messenger app. Customers were prompted with questions regarding their visit, including location, time, and overall experience. Responses were facilitated through quick replies, allowing for effortless interaction. For more specific feedback, customers had the option to type out detailed responses.

Feedback was gathered on a 1 to 5 rating scale, starting with general questions like “How was the atmosphere?” or “How were the staff?” If a customer provided a low rating, subsequent questions became more detailed, addressing issues like “Was the food overcooked?” or “Was the portion size too small?”

Personalized Follow-Up and Engagement

Based on the severity of the feedback, businesses could offer coupons or other after-support options. In cases requiring more attention, a human staff member could step in to provide personalized assistance. Additionally, initiating this dialogue through the business’s Facebook page helped drive customer engagement, potentially increasing the company’s follower base and enhancing overall brand loyalty.