Customer Feedback System
As the founding designer of a voice based feedback system, my role was to transform an innovative idea into a user-friendly and impactful product. From defining the problem to crafting a solution, I worked closely with the founders and engineers to deliver a product that meets the needs of businesses seeking actionable insights from voice feedback.
Listenn.in
Listenn.in is a tool that analyzes voice feedback to give businesses actionable insights into customer sentiment, tone, and key words. It empowers businesses to make data-driven decisions and enhance customer service.
As the founding designer, my role revolved around product planning and strategy, ideation, and crafting an intuitive design experience.
I conducted a thorough study to understand user requirements and existing systems for collecting and analyzing customer feedback.
Traditional feedback systems rely on textual analysis and lacks emotions and sentiment.
Research
Conducted interviews with customer service managers and product leads
Analyzed existing tools to identify gaps
Collaborated with data scientists to explore sentiment analysis capabilities
Key Insights
Real-time analysis
Capture emotions
Data visualization
In-built integration
Tone to emotion mapping
Extracting patterns
Challenges & Solution
1. NLP Complexity:
Worked closely with data scientists to ensure accurate sentiment mapping.
Simplified output visualization for end-users.
2. Balancing Simplicity and Depth:
Designed an interface that caters to both basic and advanced users.
3. Iterative Refinement:
Incorporated user feedback into multiple design iterations.
4. Enterprise-Specific Interfaces:
Tailoring interfaces to meet diverse enterprise needs proved challenging.
Designed modular and customizable layouts to address varying requirements
Expected Impact
This project is in the development stages. So here I am projecting the expected impacts.
Higher participation in the feedback system
Easy refinement of the problems for business
Scaleable design for easy expansion and customization
Reflection
Though this project had a great impact on me as I was involved in product strategy and planning as well. But these are my core reflections from the project.
Instead of generalizing, empathy towards users can lead to user-centric solutions.
Cross-functional collaboration is the key to technical feasibility.
User testing ensures product-market fit.