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SUMMARY

RX (Respondent Experience) is our B2C platform designed to connect users with surveys that match their profiles. Serving over 800 supply partners across 130 countries, the platform facilitates the completion of more than 200 million surveys annually.

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However, our existing platform was outdated and not optimized for mobile, the drop-off rates were high and we needed to incorporate GDPR requirements to be compliant. I was brought on to redesign the experience, making it more modern, user-friendly, and mobile-first. My goal was to simplify the interface, integrate best practices in survey design, and ultimately improve usability to boost completion rates while reducing drop-offs.

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IMPACT 

Due to resource constraints, much of this project is currently on hold. However, even with this limitation, we've seen significant progress. Since launching the updated consent page, we've successfully reduced the drop-off rate by around 6%, which is a notable improvement.  By updating this page and making it GDPR compliant, we are slowly increasing the user's trust, creating positive interactions, and an improved experience when it comes to our portion of the journey. 

DETAILS

Timeline: Dec 2021 - Feb 2022

Role: Lead designer​

Responsibilities: Mobile research, UX design, visual design, validation, annotations

Tools:

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Keyboard
7c. Grid
8b. Open Type
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DESIGN PROCESS

Research and analysis​

Approach​

  • Conducted in-depth analysis of the overall process to understand how the product integrates with the full cycle of a panelist’s journey

  • Performed a comprehensive UX audit of the current experience to identify areas for improvement

  • Carried out market research to gain insights into mobile usage trends, the survey landscape, and user psychology

  • Conducted an extensive competitive analysis, evaluating competitor interactions, UX decisions, and visual design choices

  • Audited the current qualification questions and answers, including both standard and custom questions

  • Performed thorough desk research on survey best practices, leveraging studies from the U.S. Census Bureau and WBA to inform design decisions

Outcome

 

  • Developed a map of the user journey across three different interfaces (our platform is only one piece of the puzzle)

  • Compiled a comprehensive market research report

  • Produced a competitive analysis categorized into three key areas: interactions, UX decisions, and visual design

  • Created an initial list of question-and-answer styles based on best practices and insights

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