FRAMER

EchoPulse

Helping businesses leverage customer feedback to improve their products or services.

The Situation

We knew that we needed a tool that would help us understand what our customers think and understand the why behind everything we do.

Overview

EchoPulse is a comprehensive platform designed to streamline the process of managing and analyzing customer feedback and reviews for businesses of all sizes. The platform aims to provide a user-friendly experience for businesses to gather, organize, and gain insights from customer feedback, ultimately helping them improve their products and services.

Problem Statement

Businesses often struggle to effectively manage and analyze the vast amount of feedback and reviews they receive from customers across various channels. There is a need for a centralized platform that not only collects feedback but also provides tools for analysis and action

Project Goals

The goals of this project are as follows:

To create a user-friendly platform for collecting and organizing customer feedback from multiple channels.
To provide robust analysis tools to derive actionable insights from feedback data.
To enable businesses to respond to feedback promptly and efficiently.

To improve overall customer satisfaction and product/service quality.

My Design process

The Process:

I started with the Research Phase to better understand the stakeholders, users and project goals. I did this by:

Conducting interviews with business owners and managers to understand their pain points and needs regarding feedback management.

I carried out competitive analysis by analyzing existing feedback management platforms to identify strengths, weaknesses, and areas for improvement.

I moved to the Design Phase to establish the structure and organization of the platform's content. To achieve this, I did the following:

a. Information Architecture:

I developed a hierarchical structure for organizing feedback data, including categories such as product/service, sentiment, and priority level.
I implemented a tagging system to label feedback with relevant keywords for easy retrieval and analysis.

b. Wireframing and Prototyping:

I created wireframes for the platform's key features, including feedback submission forms, dashboard, and analytics tools.

I iterated on the design based on feedback from usability testing sessions with target users.

c. Visual Design:

I designed a clean and intuitive user interface with a focus on readability and ease of navigation.

I incorporated a neutral color scheme with accents to highlight important elements such as actionable feedback items.

Proposed Results

Increased efficiency in feedback management, with businesses able to centralize and organize feedback from multiple channels.
Improved insights into customer sentiment and preferences, enabling businesses to make data-driven decisions to enhance their products and services.
Enhanced customer satisfaction through timely responses to feedback and proactive measures to address issues.

Positive feedback from users praising the platform's ease of use and effectiveness in improving their feedback management processes.

Prototype

Link to the prototype.

My Learnings

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