Optimized the survey experience to achieve a 50% increase in total completions, reaching a 75% success rate.
DESCRIPTION
Surveys for JSM is an app for the Atlassian product Jira Service Management, whose main function is to collect customer responses through open-ended questions, NPS, CSAT, and CES.
With this app, you can easily and intuitively create, customize, and configure surveys, and then quickly begin collecting responses.
The analysis of the responses is also easy to read, as it includes a page of colorful charts displaying the results.
ATLASSIAN ENVIRONMENT
The entire app design had to adhere to the Atlassian design system framework. Decisions had to be made to align with the system's guidelines, but there was also room to propose new features and solutions.
About the app
HOW IT ALL STARTED
I received the app working correctly, but with minimal usability considerations.
It resembled a text-based page, with the option to turn survey questions on or off, an automation setting enabled, and the ability to add languages.
From that point, together with the project manager and the engineering team, we gradually improved the app, streamlining it and adding features.
THE BIGGEST CHALLENGE
We tirelessly searched for users to test with, but we weren't very successful in finding them. We did test, but not with as many people as we would have liked.
What did we do? We asked for feedback from real customers and from the regular testers who downloaded the app.
RESULTS
The app is currently intuitive and easy to use. It has different tabs to configure various aspects, such as choosing questions, configuring the email sent to users to answer the survey, or customizing it by adding the company logo.
