Background

Autodesk Account provides services for users to manage their products and deployments. As the platform is relatively new, the product team keep finding opportunity areas through survey data. However, the response rate was relatively low (0.6 - 0.9%) which lack the data for the product team.

Goal

The goal was to enhance user engagement in surveys and streamline the data flow from users to internal teams so that the team can leverage the data more effectively.

Related Initiative

Autodesk was trying to expand it’s channels that the end users reach Autodesk.

What are the challenges?

I translated business requirements into design challenges from user perspective so that the team can navigate the following steps better

Designing a feedback experience for users to collect actionable feedback for the product team

· Final Design · Autodesk Feedback Experience · Final Design · Autodesk Feedback Experience · Final Design · Autodesk Feedback Experience · Final Design · Autodesk Feedback Experience · Final Design ·

On-Demand 📥 Feedback

End users can access feedback whenever they want and when they're
motivated to provide it.

Intuitive ✨ Feedback

End users can easily discover feedback for the newly deployed feature and provide feedback with a single click

Experience · Explore · Autodesk Feedback Experience · Explore · Autodesk Feedback Experience · Explore · Autodesk Feedback Experience · Explore · Autodesk Feedback Experience · Explore ·

Initial Challenge

How might we increase the the survey engagement of the customers to help the product team to improve the product?

Research Questions

Users and Stakeholders

Who are our users and
what’s their goals?

There were multiple users who utilize the data from the end users. I decided to focus on the product manager and end users, who are the main users of the data and providers of the data.

Survey Analysis

When do the end users provide feedback?

The next question was to figure out when end users are motivated to provide feedback. I conducted survey analysis with the existing survey data and discovered two types of feedback. I decided to focus on user experience issues, since technical issues are covered by the engineering team with their own analytics.

Problems

What problems do the product team have using data to improve their product?

I also looked into how product managers utilize the data through interviews so that I can improve their data experience by resolving the problems they experience.

Assumptions

What key assumptions do we have about the current feedback experience?

Since I was unable to collaborate with the user researcher due to scheduling conflicts, I made key assumptions based on the insights I found, which are crucial for the project ahead.

Experience · Define · Autodesk Feedback Experience · Define · · Autodesk Feedback Experience · Define · Autodesk Feedback Experience · Define · Autodesk Feedback Experience · Define · Autodesk Feedback Experience · Define ·

Design Principles

What is the good survey experience?

Based on the key assumptions I defined, I formulated design principles to ensure they match the expectations of the end-users.

Success Metrics

How can I measure the success?

With the analysis of the current situation and input from the product manager, I define the success metrics.

Autodesk Feedback Experience · Design · Autodesk Feedback Experience · Design · Autodesk Feedback Experience · Design · Autodesk Feedback Experience · Design · Autodesk Feedback Experience · Design · Autodesk Feedback Experience · Design · Autodesk Feedback Experience · Design · Autodesk Feedback Experience · Design · Autodesk Feedback Experience · Design · Autodesk Feedback Experience · Design ·

Design Decisions

How can I nudge the end users with low toxicity?

Toxicity of the survey request is one of the main issues based on the product manager's feedback. On the other hand, nudging the end users to provide feedback was the other issue. I ideated two major ideas to address these challenges.

Option 1: Nudging feedback when in trouble

Option 2: Hover and feedback

We chose the hover pop-up because:

1. Detecting users in trouble can impact other contexts, potentially causing annoyance to customers.
2. Customers are less likely to leave feedback when they can successfully complete their tasks.

Iteration- Internal

How can I collect the data that stakeholders need?

Collecting data for the product manager to utilize more effectively was one of the focuses of the project. During the stakeholder review, I added a scoring section for assessing the seriousness of the problem.

Iteration - External

How can we increase the user satisfaction?

Maintaining user satisfaction and retention rate was one of the challenges. I identified two patterns indicating that end users seek assistance from Autodesk.

When should we provide the end users with the option to give feedback?

"When to provide the feedback option" was also a challenge. I provided scenarios for both positive and negative feedback and decided to move forward with providing feedback options only when end users have a negative experience.

Experience · Deliver · Autodesk Feedback Experience · Deliver · Autodesk Feedback Experience · Deliver · Autodesk Feedback Experience · Deliver · Autodesk Feedback Experience · Deliver · Autodesk Feedback Experience · Deliver ·

Impact

14% increase in user engagement compare to the current feedback survey in the usability test

Key Takeaways

01 Two Sided Mission

The survey experience involved complex engagement from users, making it crucial to determine whom to focus on. In this project, I learned how to identify major users based on input from stakeholders and research. Deciding on primary users is a milestone in navigating high-ambiguity problems.

02 Quick decision making with assumptions

I couldn't meet users before the project due to scheduling conflicts with the user researchers. Thus, I explored available data and made key assumptions essential to the project based on the collected data, enabling us to move forward quickly.

Autodesk Account provides services for users to manage their products and deployments. As the platform is relatively new, the product team keep finding opportunity areas through survey data. However, the response rate was relatively low (0.6 - 0.9%) which lack the data for the product team.

The goal was to enhance user engagement in surveys and streamline the data flow from users to internal teams so that the team can leverage the data more effectively.

Autodesk was trying to expand it’s channels that the end users reach Autodesk.

I translated business requirements into design challenges from user perspective so that the team can navigate the following steps better

On-Demand 📥 Feedback

Intuitive ✨ Feedback

How might we increase the the survey engagement of the customers to help the product team to improve the product?

Who are our users and
what’s their goals?

There were multiple users who utilize the data from the end users. I decided to focus on the product manager and end users, who are the main users of the data and providers of the data.

When do the end users provide feedback?

What problems do the product team have using data to improve their product?

I also looked into how product managers utilize the data through interviews so that I can improve their data experience by resolving the problems they experience.

What key assumptions do we have about the current feedback experience?

Since I was unable to collaborate with the user researcher due to scheduling conflicts, I made key assumptions based on the insights I found, which are crucial for the project ahead.

What is the good survey experience?

Based on the key assumptions I defined, I formulated design principles to ensure they match the expectations of the end-users.

How can I measure the success?

With the analysis of the current situation and input from the product manager, I define the success metrics.

How can I nudge the end users with low toxicity?

Toxicity of the survey request is one of the main issues based on the product manager's feedback. On the other hand, nudging the end users to provide feedback was the other issue. I ideated two major ideas to address these challenges.

How can I collect the data that stakeholders need?

Collecting data for the product manager to utilize more effectively was one of the focuses of the project. During the stakeholder review, I added a scoring section for assessing the seriousness of the problem.

How can we increase the user satisfaction?

Maintaining user satisfaction and retention rate was one of the challenges. I identified two patterns indicating that end users seek assistance from Autodesk.

When should we provide the end users with the option to give feedback?

"When to provide the feedback option" was also a challenge. I provided scenarios for both positive and negative feedback and decided to move forward with providing feedback options only when end users have a negative experience.

Sale Management Software

Innerside

SAP Maintenance Chatbot

Autodesk Account provides services for users to manage their products and deployments. As the platform is relatively new, the product team keep finding opportunity areas through survey data. However, the response rate was relatively low (0.6 - 0.9%) which lack the data for the product team.

The goal was to enhance user engagement in surveys and streamline the data flow from users to internal teams so that the team can leverage the data more effectively.

Autodesk was trying to expand it’s channels that the end users reach Autodesk.

I translated business requirements into design challenges from user perspective so that the team can navigate the following steps better

On-Demand 📥 Feedback

Intuitive ✨ Feedback

How might we increase the the survey engagement of the customers to help the product team to improve the product?

Who are our users and what’s their goals?

There were multiple users who utilize the data from the end users. I decided to focus on the product manager and end users, who are the main users of the data and providers of the data.

When do the end users provide feedback?

What problems do the product team have using data to improve their product?

I also looked into how product managers utilize the data through interviews so that I can improve their data experience by resolving the problems they experience.

What key assumptions do we have about the current feedback experience?

Since I was unable to collaborate with the user researcher due to scheduling conflicts, I made key assumptions based on the insights I found, which are crucial for the project ahead.

What is the good survey experience?

Based on the key assumptions I defined, I formulated design principles to ensure they match the expectations of the end-users.

How can I measure the success?

With the analysis of the current situation and input from the product manager, I define the success metrics.

How can I nudge the end users with low toxicity?

Toxicity of the survey request is one of the main issues based on the product manager's feedback. On the other hand, nudging the end users to provide feedback was the other issue. I ideated two major ideas to address these challenges.

How can I collect the data that stakeholders need?

Collecting data for the product manager to utilize more effectively was one of the focuses of the project. During the stakeholder review, I added a scoring section for assessing the seriousness of the problem.

How can we increase the user satisfaction?

Maintaining user satisfaction and retention rate was one of the challenges. I identified two patterns indicating that end users seek assistance from Autodesk.

When should we provide the end users with the option to give feedback?

"When to provide the feedback option" was also a challenge. I provided scenarios for both positive and negative feedback and decided to move forward with providing feedback options only when end users have a negative experience.

Sale Management Software

Innerside

SAP Maintenance Chatbot

Who are our users and
what’s their goals?