What is User Feedback?

user feedback

User feedback is collecting opinions of real users about their experience of using the product that designers want to create or already created.

After people use the product, they share what they like about it or what was confusing. Such information helps designers understand the user’s perception of the product and make it more enjoyable and useful for the people who use it.

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What is User Feedback?

User feedback in UX design is direct user input about a product’s design, functionality, and overall experience. This feedback informs product managers about what works, what doesn’t, and potential improvements.

Rather than relying on assumptions or theoretical models, UX or product designers use this feedback as a foundation to refine and enhance designs, ensuring they align with user needs and expectations.

Why is User Feedback Important?

User feedback guides the design process, ensuring the team’s solutions align with user needs and expectations. Here are several reasons why feedback is essential:

  1. Informed Decisions: Instead of relying on guesswork, designers use real insights from users to make design decisions, keeping the process rooted in reality.
  2. Enhanced Usability: User feedback highlights areas where users struggle, allowing designers to promptly address and rectify usability issues.
  3. Elevated Customer Experience: When designers understand users’ likes, dislikes, and preferences, they can craft delightful experiences that resonate with the target audience reducing churn while increasing retention.
  4. Promotion of Inclusive Design: Diverse feedback ensures that design solutions cater to a wider audience, making products more accessible and inclusive.

When to Ask for User Feedback

User feedback is not a one-time event; it’s a continuous process that guides and influences the design process from the initial concept to the final product. Here are some typical scenarios at various stages of the UX design process:

  1. Ideation Stage: Initially, designers seek feedback on general concepts or ideas to identify potential user needs and pain points. It’s about understanding users and framing the correct problems to solve.
  2. Prototyping Stage: When rough drafts or prototypes exist, designers gather user responses to validate or challenge their design assumptions. This stage aims to minimize usability issues early, saving resources and time.
  3. Testing Stage: Designers implement user feedback to refine prototypes, improving usability and functionality. The goal is to catch any remaining issues before a broader rollout.
  4. Post-launch Stage: Collecting user feedback is crucial even after the product launch. Combined with a UX audit, this feedback reveals real-world usage patterns and issues that may not have surfaced during testing. Insights gathered here drive future iterations and enhancements.

How to Collect User Feedback

These are the common types of user feedback methods designers use throughout the design process.

User interviews

When: During the ideation and prototyping stages.

User interviews dive deep into users’ needs, behaviors, and experiences. Designers engage in one-on-one discussions to gain insights beyond surface-level responses, uncovering nuanced details that quantitative methods might miss.

Surveys and questionnaires

When: During the ideation and post-launch stages.

Surveys and questionnaires offer a way to efficiently gather feedback from larger user groups. Designers pose targeted questions to pinpoint specific areas of interest or concern, making it easier to chart refinements.

Usability testing

When: During the prototyping and testing stages.

Usability testing allows designers to observe users interacting with a product or prototype. This method offers a clear view into where users struggle, succeed, or get confused, giving designers actionable feedback to enhance functionality and flow.

Feedback buttons and forms

When: Utilized post-launch.

In-app feedback buttonsNet Promoter Score (NPS), Customer Satisfaction Score (CSAT), etc.–and feedback forms embedded within a product offer users an easy avenue to share their thoughts in real-time. This continuous feedback loop helps designers address pain points and make iterative improvements.

Analyzing user behavior

When: Across all stages, especially post-launch.

Understanding user behavior through in-product tracking and analytics tools (Hotjar, Google Analytics, etc.) becomes vital. By observing how users navigate, what features they use most, and where they drop off, designers gain a holistic view of user patterns, informing design choices and revealing areas for improvement.

How to Analyze and Incorporate User Feedback

user search user centered

Step 1. Prioritizing user feedback:

Prioritizing user research requires a systematic approach to figure out what to tackle first:

  • Weigh feedback against your product roadmap and objectives. Not all feedback aligns with the project’s intended direction or vision.
  • Consider the volume and frequency. If multiple users highlight the same issue, it demands immediate attention.
  • Evaluate the impact. Assess if addressing the feedback will significantly enhance the user experience or if it’s a minor tweak.

Spotting patterns in user feedback is essential for refining UX design effectively:

  • Group similar feedback. Clustering product feedback into categories can help understand broader user sentiment and needs.
  • Use analytics tools. User behavior metrics can reinforce or challenge identified patterns along with direct feedback.
  • Engage with the team. Regular feedback sessions with the design and development teams can help connect the dots and unveil deeper trends.

Step 3. Iterating Based on User Feedback

Once you’ve prioritized feedback and identified patterns, it’s time to incorporate feedback:

  • Make changes rooted in user requirements. Ensure that your iterations address the genuine concerns and needs of your users.
  • Test your changes. Before fully implementing adjustments, test them using a prototyping tool with a subset of users to validate their effectiveness.
  • Continuously collect feedback from customer support, interviews, social media, feature requests, and user reviews. The feedback loop doesn’t end with one round of changes. Keep the channels open for users to share their thoughts on the new iterations.

Tips for Asking the Right Questions

Open-ended vs. closed-ended questions

Open-ended questions allow users to express their feelings, perceptions, and experiences in their own words. These questions delve deeper, extracting qualitative feedback that helps designers grasp the ‘why’ behind user behaviors.

For example, instead of asking, “Did you find the navigation easy?” (a closed-ended question), you could ask, “How did you feel about the navigation experience?” This framing allows users to elaborate, share nuances, and provide richer feedback.

Avoiding leading questions

Leading questions nudge users towards a particular response, contaminating genuine feedback. They often introduce bias, making it challenging for designers to capture unbiased opinions. It’s vital to phrase questions neutrally to ensure the feedback remains unbiased by any presuppositions.

For example, instead of asking, “Do you think our new homepage looks better?” a neutral question would be, “How do you feel about the changes to our homepage?”

Encouraging honest feedback

Creating an environment where users feel comfortable sharing both positive and negative feedback is crucial. Assure users that their opinions, whether good or bad, are valuable and will improve the product. It’s beneficial to emphasize that constructive criticism is welcome.

For example, instead of asking, “How was your experience with our platform?” you could frame it as, “We’re looking for ways to improve. Could you share what you liked and where we can improve?”

Being specific in queries

Precise questions can lead to more actionable insights. Vague questions might leave users confused or unsure about how to answer. You can extract detailed feedback that directly informs your design decisions by targeting specific aspects or functionalities of your design.

For example, rather than asking, “Do you like our website?” a more specific query might be, “What are your thoughts on the checkout process on our website?” This framing narrows the focus and prompts users to think about that feature.

Example of User Feedback in UX Design

A music streaming app was facing consistent drop-offs on its sign-up page. User conversion remained suboptimal despite an intuitive interface and a compelling value proposition. The UX team initiated user interviews and usability testing sessions to get to the root of the issue.

During these sessions, a recurring theme emerged: users felt overwhelmed by the many data fields they had to fill in on the registration page. Additionally, they were uncertain about how the company would use or share their data, leading to trust concerns.

The product team took several steps to incorporate this feedback:

  1. Simplified the Sign-up Process: The team reduced the number of mandatory fields during onboarding, asking only for essential information. They moved secondary user details to the profile completion stage post-sign-up.
  2. Added Tooltips and Information: Designers added tooltips to input fields explaining why the company needed specific data and assured users of its confidentiality.
  3. Implemented Progressive Disclosure: Instead of presenting all information at once, designers used progressive disclosure techniques. The interface shows users just enough content to complete the immediate task, offering more details when requested–i.e., accordions, dropdowns, popups, etc.

Post-implementation, the app saw a significant rise in successful sign-ups, with a 30% increase in conversions from the registration page. Feedback loops with real users highlighted the pain points, and the swift incorporation of this feedback led to tangible improvements in user experience and conversion rates.

Incorporating Feedback With UXPin

UXPin’s advanced design features enable design teams to create prototype experiences that look and feel like the final product. These immersive prototypes elicit high-quality, actionable feedback for designers to make accurate adjustments and fixes during the design process.

With UXPin’s Comments, designers can share feedback from users and stakeholders and assign them to specific team members for action. As designers make changes, they can resolve comments for further testing and iterating.

Collect accurate feedback with UXPin’s advanced prototypes to enhance your product’s user experience faster than traditional design tools. Sign up for a free trial to build your first interactive prototype with UXPin.

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by UXPin on 22nd August, 2023

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