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End of Grading Survey Modals

March 9, 2017 at 6:40pm

End of Grading Survey Modals

March 9, 2017 at 6:40pm

I thought I would kick the channel off with a small design project. I'm working on some modals that appear once users have finished grading an assignment. The goal for these modals is to get a sense of how a particular feature or grading in general went for the grader. In general, these have been a great way to get users who had a poor experience reconnected with our help team and back on the path of being a happy user.

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Design Decisions

  • No close button on first modal to help encourage feedback. While its pretty easy to understand that clicking outside the modal closes it, we wanted the only focus to be on giving a star rating.
  • Collect feedback from not only poor ratings but also high ratings. We used to ask 4/5 star ratings to share about their experience on FB or Twitter but it turned out to be too much of an ask (only one person has done it in the last 6 months). While it was a good experiment to see how social graders would be, it didn't really turn out.
  • Even if graders didn't give any feedback we wanted to give them something to kinda conclude their grading session so we decided to surface some personal statistics.
  • Make it easy to "vote" on commonly requested features. Its kind of like the end of your Lyft ride where there are a few presets that you can quickly select. We wanted to bring that design pattern here so that I would be easy for graders to give feedback while perhaps sparking new ideas for other feedback.

Questions

  • What has been your experience with designing surveys? What tricks have you found to be effective in collecting in app feedback? How often do you surface surveys?
  • What do you think of the design decisions above?
  • I'm kinda struggling with the alignment of the checkboxes. The copy and content in the modal is all centered but centering the checkboxes feels pretty strange. Perhaps I should just left align everything underneath the star rating?

Thanks for taking the time to read through this and I would love to hear your thoughts below!


March 9, 2017 at 9:05pm
What's the frequency of this? Make sure it's not annoying for frequent users.
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Its at the end of the grading session (grades sent to students) and the grader won't get a survey if they have already had one in the last 3 months. So its about once or twice a semester right now.
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March 10, 2017 at 11:19am
Is this 3 different options? Our are you planning to use them all? I like the "Vote for improvements and/or suggest your own" - should be relevant for those that didn't like it as well. I prefer thumps up vs thumps down or something like that compared to 5 stars. Quite random how many stars you might give. Either you like it or you don't. When you can support improvements suggestions and recommend your own as well that should be enough. I agree that you should left align the text beneath the stars, above the checkboxes.
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March 10, 2017 at 5:29pm
Ah! I should have clarified. The modal on the left is what you see first. If you rate <4 stars you get the modal on the top right. If you rate 4/5 stars you get the modal on the bottom right. The reason for the difference between 4 & 5 stars is that people who rate 5 over 4 are more likely to be promoters of the product. The copy that appears when you hover over each star (I'm going back to paper - for a 1 star rating) not only helps the users understand what each star rating means but helps in communicating to us how we reach out to that user after the survey. Often we will end up skyline with 1 star users for a personal touch.
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(waaaa I sumbitted my text via mobile and it ate the rest of my pharagraph. I'm retyping on desktop).
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If you rate less than 4 stars you are taken to the top right modal. Where the copy says "Sorry to hear that. What can we do better?"
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Rating a 4 or 5 you get to vote for improvements and provide other feedback.
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Interesting feedback about the Thumbs up/down. We have found the 5 star rating extremely helpful in prioritizing our users and the language that we use to reach out to them. In particular, those that rate 5 stars we often give them information how to spread the word about our product and link to a handout. 4 star users often have one or two features that would "make it perfect" for them and we often comply and then push them to promote a bit more. Or when a user votes 1 star we know be really careful when we reach out to the user and we often have a Skype session to completely understand their pain points.
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I also agree that 5 stars by its self could be difficult to really know what the difference between 3 and 4 stars and we do this by including some copy underneath each star. For example, when you hover over 1 star the copy "I'm going back to paper" appears allowing the grader to easily select a star that reflects their mood.
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One thing I hadn't considered until your feedback Nora is also putting common complaints that users could select when they vote <4 stars, making it super simple to mark things that went wrong. I'm not sure how this would effect the user's mood, but its something definitely to consider.
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Thanks so much for the feedback Nora!
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March 10, 2017 at 11:48pm
Nice :) I like that you help them out by giving a statement for the amount of stars. I understand that you appreciate the variation of 1-5 stars, but from a users perspective I'm not convinced they actually think it through that much. Depending on the complexity of your service. A lot of the services that ask you to give them a rating from 1-5 should be switching to 👍🏻👎🏻 in my opinion. I'm glad my feedback was helpfull 😊
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