AskHumans AI
Product Design / Research / Prototyping / Mobile
In today's dynamic business landscape, the Net Promoter Score (NPS) is not always the most effective solution for creating or analyzing studies. While NPS has been a widely adopted metric to gauge customer loyalty and satisfaction, its singular reliance on numerical ratings oversimplifies the complexity of customer sentiments. Modern consumers express their feedback in various forms, including nuanced comments and detailed responses, which NPS fails to capture adequately. Moreover, the static nature of NPS limits its ability to adapt to the evolving needs of businesses seeking a more comprehensive understanding of customer experiences. The "one-size-fits-all" approach of NPS overlooks the intricacies of diverse industries and fails to provide actionable insights tailored to specific contexts. With the emergence of advanced technologies like artificial intelligence, there is a growing recognition that more sophisticated and adaptable solutions, such as sentiment analysis tools, offer a deeper and more nuanced understanding of customer feedback, enabling businesses to make informed decisions and foster continuous improvement.
In my role as the Lead Product Designer/UX for the transformative "AskHumans" project, our mission was to redefine the conventional Net Promoter Score (NPS) system by harnessing the power of artificial intelligence. Our user-centered design approach guided us through a meticulous discovery phase, where we delved into the intricacies of organizational needs and user expectations.
During the discovery design phase, we conducted extensive user research, interviews, and usability testing to comprehend the unique challenges faced by organizations in interpreting customer feedback. This process was fundamental in shaping the project's direction, allowing us to uncover insights that informed the development of the AI-driven system. We collaborated closely with stakeholders, ensuring a holistic understanding of business objectives, and incorporated feedback loops to refine our design iterations.
The result, "AskHumans," transcends the limitations of traditional NPS scores. Instead of relying on numerical metrics, our system analyzes recorded or typed answers, assigning sentiment levels ranging from negative to positive. The user interface, crafted with precision during the design phase, reflects a seamless blend of functionality and aesthetics. The platform not only interprets sentiments but also offers an innovative feature to create strategic responses based on respondent feedback.
One standout feature is the ability to generate comprehensive reports infused with AI insights. These reports provide users with actionable recommendations, allowing for a swift and effective response to customer feedback. By embracing AI, "AskHumans" optimizes the time required for users to gain a profound understanding of responses, enabling them to make informed decisions and implement strategic actions.
"AskHumans" stands as a testament to the success achievable through a robust user-centered design process. By putting users at the forefront of our approach, we have not only met but exceeded organizational goals, delivering a cutting-edge solution that redefines how businesses interpret and act upon customer sentiments.
Creates studies that generate results
A standout feature of the "AskHumans" product is its versatile study creation functionality, which redefines how organizations gather valuable insights from their users. With this feature, users can design studies with incentives, incentivizing meaningful and comprehensive feedback. The flexibility extends to the submission process, where participants have the option to provide typed responses or record their feedback, allowing for a diverse range of user interactions. What sets this feature apart is the organization's ability to tailor the study experience further. Users can opt to enable video recording for respondents who prefer expressing themselves visually, bringing a personal touch to the feedback process. Additionally, the platform supports the creation of slides within the study, offering a structured and visually engaging way to collect information. This multi-faceted approach not only enhances user engagement but also empowers organizations with rich and varied data, ensuring a more holistic understanding of user sentiments and preferences.
