Trustpilot reviews on Shopify
Improving how eCommerce businesses on Shopify collect and showcase Trustpilot reviews. 👜
TL;DR
💼 Background
The Trustpilot Shopify app was initially listed on the Shopify app store to acquire new business users. In the first couple of months, the app received several reviews. Most of the reviews were negative and mentioned topics like pricing, login errors and some other usability issues.
🌪 The challenge
Negative reviews were a pointer that we needed to iterate on the current app. Hence, the goal of the project was to analyse these reviews, run discovery sessions and tackle the issues negatively impacting the experience of users.
🏗 What I did in this project
Led user story mapping workshops with Engineers and the Product manager.
Evaluated competitor platforms to benchmark features and user journey.
Led research across the project’s lifecycle to understand the workflow of existing business users, jobs to be done (JTBD) and test prototypes.
Prioritised improvements and features in collaboration with the Product manager and Tech lead.
Analysed research findings and tagged insights into user pain points, needs, wants, and motivation to inform decisions.
Leveraged Shopify's Polaris Design System to deliver polished interfaces and collaboratied with developers to evaluate tech feasibility.
Partnered with UX writers to refine the voice and tone of the interface copy.
Collaborated with the Product marketing team to update the app store listing.
Proposed strategies to continuously collect feedback from users and improve the app rating.
Created product illustrations and solicited feedback from other designers.
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Deep dive
Discovery & Research
Insights
Visual design
UX copy
Measuring impact
Key Learnings