PROJECTS

Review Trackers

ReviewTrackers helps businesses track, monitor, and act on their online reviews. As the sole product designer at the company, I led efforts to redesign the dashboard, the look and feel of the desktop and mobile application, and design new features through customer interviews, user research, and collaboration with product and engineering teams.


Dashboard

The main dashboard was completely redesigned to allow for an easier snapshot of relevant data. This was accomplished through hours of customer interviews, user testing sessions, and design iterations.

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1

Brainstorm and Strategy

While we know the dashboard needed a facelift, we wanted to make sure every change or update we made would improve life for the user. We involved product managers, engineers, customer success, and sales people in the initial brainstorms to collect ideas and feedback on current and requested features by customers and prospects.

2

Card Sorting with Customers

Then, in order to understand the features and data that were relevant to our customers, we performed an unmoderated card sorting activity which allowed them to rank the items in order of most to least important to them. 

3

User Interviews

We then followed up with our customers to further understand their rankings and do a deeper dive into how they used the product and utilized reviews at their organization.

4

Design Iterations

The "fun" part - we experimented with many different designs and layouts to gauge feedback and usability with internal and external stakeholders. We continued iterating until it was time to start testing. 

5

User Testing

First, we tested the designs with clickable prototypes with existing customers to get actionable feedback. Then, we built a working beta so customers could use the new dashboard with real data to get a better understanding of how it uniquely impacted them.

6

Launch...and Keep Iterating!

Once we were satisfied with the updates we made during the beta phase, we rolled out the new dashboard to all users. We continued to observe data and recordings of user sessions to make more informed updates and iterations.

Dashboard iterations through testing stages

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Competitors

A new feature on the platform allowed users to track their competitors automatically based on their Google profiles. The platform could crawl the competitors' review profiles and report back on interesting reviews and trends.

SaaS UI track competitors

Data Visualization

Because there could be upwards of 12 locations being represented in a graph, we performed extensive usability tests to ensure all colors and visuals passed WCAG compliance.
We even did thorough testing with several color blind users to ensure color contrasts were strong enough.

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Review History

Sometimes, people will go back and update their reviews after speaking to a customer service representative after a negative experience.
Users needed a way to track and visualize when those changes occurred so they could see how successful their responses were.
To solve that, we introduced review history. When clicking into an individual review, users could see the history of that review, including the highlights of any changes the reviewer made as well as an analysis of their sentiment.

Review Detail Page

The in-depth detail page for reviews was completely redesigned to allow for easy scanning of the rating and review content, while allowing for the addition of keywords, tags, notes, and status changes.
The updates and features - such easy left/right arrow keyboard support to make browsing and responding to reviews faster - were based on extensive user interviews and testing to understand how we could optimize users' workflows.

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Amplify

Amplify is a custom embeddable widget that can be placed on customers' websites to build trust and increase SEO.

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Alex Carroll Design
Alex Carroll Design