CES Survey Implementation
Enhancing user feedback through real-time experience measurement
Context
This initiative emerged after my UX teammate delivered a major redesign of our photobook configurator. While the company collected monthly survey data, we lacked direct, real-time feedback specific to our website experience. To address this gap, I initiated the implementation of a Customer Effort Score (CES) survey to capture immediate user insights and help our team make informed design iterations.
Process
I began by researching different types of on-site feedback mechanisms to determine which survey format and question type would best align with our goals. After defining the objectives, success metrics, and survey scope, I presented the proposal to leadership and key stakeholders, integrating their feedback into the plan.
Once approved, I designed the CES survey interface and collaborated with developers to define the optimal placement and trigger conditions within the photobook configurator, ensuring minimal disruption to the user flow.
Outcomes
The implementation provided us with instant, actionable feedback that had not been available before. By continuously monitoring both positive and negative responses, our team gained valuable insights into user pain points, enabling data-driven improvements and an ongoing enhancement of the configurator experience.
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