Kavuri | Designer. Developer.

Product Name

MTA - Custromer Feedback

Project Description

A self-service feedback tool allows you to report problems, seek help with issues, and suggest improvements. The report will be saved in Salesforce's database and send messages directly to the appropriate department for assistance.

The Problem Statement

The current feedback collection process at MTA is inefficient and lacks effective user engagement. The existing feedback form, which is the only channel for collecting feedback across all MTA services, presents significant challenges for users to submit their input in a comprehensive manner. The form's extensive number of fields and dropdown menus makes it cumbersome and time-consuming for users to complete, resulting in a low response rate and limited feedback data. This hinders MTA's ability to gather valuable insights and make informed decisions to improve the overall service quality and user experience.

My Approach

In my approach, I first created a current state flow diagram to thoroughly understand the existing use cases and services within MTA. This allowed me to gain a comprehensive overview of the end-to-end feedback collection process.

Following this, I led collaborative brainstorming and sketching sessions with the business owners and developers. The purpose of these sessions was to explore the underlying technology powering the feedback mechanism, as well as identify potential opportunities for performance improvements.

By engaging the key stakeholders in these ideation activities, I was able to gather valuable insights into the user needs, pain points, and the technological capabilities of the existing system. This collaborative approach ensured that the problem statement was grounded in the real-world challenges faced by both the users and the organization.

The combination of mapping the current state and conducting interactive workshops with the business and technical teams has set a strong foundation for developing effective solutions that can address the core issues and enhance the overall feedback collection process at MTA.

Existing forms

Current workflow

Proposed workflow

Roles & Responsibilites

Review and understand all existing systems to identify the issues, pain points, wish lists through interviews, surveys with stake holders
Identify design problems and devise elegant solutions

Tools

Figma, Monday.com, Mural,

The Solution

After documenting patterns and pain points, I conducted a card-sorting exercise. This collaborative activity organized the information into logical groupings, enabling users to navigate and provide feedback. Based on the card-sorting insights, I proposed a multi-step feedback form. This structured approach would guide users through steps to provide input effectively, ensuring information reaches the appropriate teams. The proposed solution incorporated a user-centric design to enhance the feedback form's user experience. The multi-step process would simplify the submission workflow, minimize confusion, and increase the likelihood of users completing the form.

What i learned

The key takeaway from this project was learning how to leverage Figma's variable functionality to create an interactive prototype. By understanding how to pass dynamic values through Figma variables, I was able to build a more engaging and responsive prototype that could adapt to user interactions.

Moving forward, I will continue to explore the depth of Figma's variable system and find innovative ways to incorporate this technique into future projects. Mastering the use of variables has proven to be a valuable skill that enhances my ability to design and present interactive, high-fidelity prototypes to stakeholders and end-users.