Cint Survey

OVERVIEW

The legacy survey platform has an outdated UI, restricted visual customization options, lacks exciting features, and functions only on desktop, which limits mobile accessibility. Primary users—those looking for quick ways to earn money online or eager to share opinions—are frustrated by cumbersome profiling, monotonous designs, screening out of surveys, or dropping out of surveys that are far longer than anticipated. The goal was to create a modern, mobile-friendly platform that enhances user satisfaction, and introduces engaging features to foster long-term user loyalty.

Research & Discovery

PAIN POINTS

I wrote scripts and conducted discovery interviews with 16 suppliers and partners to validate and understand the product teams assumptions. I then synthesized the data in an affinity map to thematically analyze the data. The largest pain points are:
  1. 60-100% of suppliers obtain their traffic from mobile, but the survey platform is designed for desktop.
  2. Panel partners want more visual customization, the survey platform looks the same for hundreds of different panels and confuses survey participants.
  3. The legacy platform has over 100 profiling questions.  9/12 suppliers specifically mentioned duplicate pre-screener questions and  3/4 partners mentioned the long profiling process as a major pain point in the user experience.
  4. Active participants are low, and users aren't taking surveys.

PERSONAS

Reward Chaser
Has signed up at one or more sites to take surveys for direct payment or other monetary rewards like gift cards, discounts, or promotions at retailers. They make it their business to take surveys —some may even treat it as their job, or at least a source of supplemental income. They hate long surveys with low incentives and wants to get rewarded or paid for all interactions on the platform.
The Opinion Sharer
Believe their voice and opinions are valuable. These respondents are the ones most likely to fill out a customer satisfaction survey, a customers feedback form or leave a review on every product they buy on Amazon. These respondents want to be heard and seen as someone important in their community.  
The Time Passer
Downloaded one or more game or puzzle apps and plays them regularly, usually while commuting, waiting, or in their downtime.  They dislike when there are no surveys available and loves when there are other side goals to achieve  Its important to take these personas into consideration for the new designs to ensure I'm addressing user pain points and user needs.

COMPETATIVE MATRIX

Ideate

WIREFRAMES

Solution

If you remember our personas, some users just want something quick to fill the time. With the slider mechanism, they can dictate how much time they have.

To appease our panel partners and help panelists differentiate panels, partners can select multiple branding colors.  They can also add their own illustrations in select parts of the portal to make each survey platform feel more individualized, branded and distinguishable.

I worked with the product manager to reduce the profiling questions to the most important and used so users don't have to endure cumbersome profiling. I added a progress bar as an added gamification element to drive engagement and profile completion. The more full a profile is, the more likely a user can be matched to a survey they can complete. This in turn drives completion rates and user satisfaction as they will be earning more rewards.

iPhone mockup displaying a survey platform with streaks


Users can earn Xp points by performing certain tasks  in the portal, such as taking surveys, finishing their profile and referring a friend. XP points cumulate to earn users spots in different leagues, and users can see where they stand in the leader board. This will hopefully tap into users competitive nature and drive engagement as well as give users a sense of community. I also added streaks to motivate users to come back, increasing retention.

Optimized messaging at the end of the survey give users the option to jump right into another survey to encourage engagement. Users also have a chance to rate the survey. This not only helps maintain healthy survey supply but makes opinionated users feel like they are contributing.