Case Overview

SberbankOnline is an app with an audience of about 70 million users. In November 2022, I joined Sberbank in the Risk Ecosystem product as a full-time product designer. The team consisted of 1 product designer (me), product owner, analyst, delivery lead and 5 developers.

At first, the product and I decided to go from less to more, namely to create an MVP of the feedback section and then as we get data and metrics, improve it, add features. So I did the MVP of the section first. Then the business faced a marketing problem - to sell the product internally, to achieve the business goal of getting an entry point into another internal product. Then I suggested the opposite approach, to first design a full-fledged concept of the section (but without fantasy, but containing already collected hypotheses, in which most are sure).

The Problems

  1. Through unmoderated testing, a critical business process issue was identified, namely respondents not clicking on the Push notification to view additional information and as a consequence, do not see the leave a review functionality. (The main entry point of our product is on the transaction screen, and the push notification leads there).
  2. Users leaving reviews in the app can't find them, much less manage them.
  3. Users are not motivated to leave reviews repeatedly.

The Solution

Create a tool that allows users to manage their reviews.

The Đ¡hallenge

Develop a product section with an entry point in the Profile, in which the user can see the list of places available for evaluation, as well as the list of reviews that they have already sent.

<aside> đŸ‘€ The creation of a section with gamification elements was labeled as nice to have.

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Hypotheses

  1. A product will get more reviews if users see all the places to rate in one place.