Ease of use is our top priority, this doesn't stop at our consumer facing products! With the launch of our internal management tool, the operations team were reporting some issues they had. To ensure the team had the best possible experience, we launched an NPS survey to track their issues & confidence in the tool.
I used an NPS survey to gather user feedback as it was a quick & easy way to indentify problems. The survey also gave us a metric which the team could use to see our impact and also report to the company. After analysing the results, we had a list of problems which needed to be solved so that the team could use the CMS while we finished refactoring it.
The first problem we tackled was the team not knowing which flag corresponded to which country. When the tool first launched, we were live in a lot less countries. Introducing a tooltip on hover meant the team didn't have to get a geography degree.
The team were also having issues viewing information about codes for offers. We introduced a code management section to the view modal which was more suitable for their needs.
Having similar offers live on different platforms (we call them publishers) was causing confusion for the team. By allowing them to filter by publisher, they could easily identify which offer they were looking for.
In the 3 months since we first sent out the survey, we saw an increase in confidence by 125%. The amount of issues the team were reporting to engineering also decreased and allowed them to carry on with remaining work for the refactor.