Feedback Module
UX RESEARCH | UX/UI DESIGN | USER TESTING | PROTOTYPING
Timeline: 2021 - 2024
Overview: The Haven feedback tool is designed to enhance employee development by providing structured, accessible methods for peer feedback, self-assessment, and feedback requests. Developed to address the common challenge organizations face in delivering consistent, meaningful feedback, Haven empowers users with streamlined feedback cycles that support productivity and align with company goals. By fostering an environment where feedback is easy to request, give, and view, the tool promotes ongoing employee growth and engagement. Recognizing the need for an intuitive and efficient way to provide and receive feedback, we designed a feedback module for Betterworks’ performance management software platform. This case study outlines the design process, challenges faced, and solutions implemented to create a user-centered feedback module.
Problem
The product faced inconsistencies, a lack of clear design guidelines, scaling challenges, and inefficient cross-functional collaboration, all of which hindered both design quality and team productivity. Accessibility considerations were often overlooked, leading to potential usability barriers for diverse user groups. Additionally, the original design was a patchwork solution where developers combined components and modules without cohesive planning, resulting in a fragmented and inconsistent user experience. These issues made it difficult to maintain a cohesive user experience, streamline workflows, and deliver a tool that met the diverse needs of employees, managers, and HR professionals.
Goal
The goal was to create design consistency, establish a common language between teams, improve efficiency, and future-proof the design process for sustainable growth. This would ensure a cohesive experience and streamline workflows as the product and team evolved.
Design Process
The design process focused on iterative user-centered methodologies to address core challenges and refine the module. It involved mapping detailed user flows, creating personas to align with diverse user needs, and developing low-fidelity wireframes for quick validation. Through continuous prototyping and client testing, the process ensured the feedback tool was intuitive, accessible, and aligned with user expectations.
Competitive Analysis
A competitive analysis was essential for this case study as it provided insights into industry standards, identified gaps in existing solutions, and highlighted opportunities for differentiation. This research informed design decisions, ensuring the feedback tool addressed user needs while standing out in a crowded market.
Persona Development
Based on these insights, Persona Development focuses on defining the roles (Individual Contributor, Admins, Managers, Super Admins) with distinct feedback requirements. These personas provide insights into the varying needs, goals, and challenges of tech sales roles from individual contributors to executive-level management.
User Journey Mapping
User journey mapping was vital for understanding how each persona interacted with the feedback tool at various stages, such as requesting, giving, and reviewing feedback. This process clarified current workflows, identified pain points like limited visibility and complex processes, and ensured a seamless experience. It also helped align the module's features with the specific needs and expectations of different user roles, fostering a tailored and intuitive interaction for each persona.
Prototyping and User Testing
User testing with clients ensured that terminology, architecture, and new layouts were intuitive and aligned with their mental models. These major elements—terminology, architecture, and layout—were prioritized in testing to identify and address potential usability issues early in the design process. Additionally, testing across different user personas—Individual Contributors, Managers, and Skip-Level Managers—allowed us to validate that the module effectively met the unique needs and workflows of each group. It was also crucial to test the visibility settings to ensure each persona could only view what was appropriate for their role, maintaining privacy and clarity.
View Prototype here.
Result
The feedback module fostered a culture of continuous improvement by streamlining communication and providing actionable insights. The final solution includes flexible feedback management features, visibility controls, and an intuitive system for accessing historical feedback, with key features like customizable templates and scheduled cycles. Results and impact metrics show increased feedback engagement, with positive user feedback on customization. By prioritizing user needs and iterative testing, we delivered a feature that enhanced the overall performance management experience.