Praiseworthy

ABOUT

Praiseworthy was started by a former food truck owner.  There was no way to address negative experiences before they were made public, and the company was started to help small businesses get better insight into their employees' work and ensure the best experience for their customers. In the last two years, Praiseworthy has grown from only a 7 store client, to now over 1,000 stores, surveying over 2 million customers per year.

Praiseworthy's clients are mostly small business and franchises who buy memberships to Praiseworthy's service for better transparency into the experiences of their customers.  Through a responsive web app, customers are prompted with a brief survey about their experience, and bad reviews for an employee are flagged as "Alerts" with notification emails sent to district and store managers.

 

PROJECT CHALLENGE

While district and store managers, Praiseworthy's biggest clients, loved getting real-time feedback notifications through e-mail, actual engagement with Praiseworthy's app was low.  Managers could not see aggregate data by store, district, or region at a glance, and had little incentive to log into Praiseworthy's app since they receive alerts via e-mail.  The project challenge involved identifying current pain points and the most important metrics for district and store managers, creating a responsive dashboard with useful aggregate data, and updating the style to be cleaner with the hope that this would increase engagement and improve user experience.

 

BEFORE

 
 
 
 

AFTER

 

RESEARCH

Conducted need-finding interviews with regional, district, and associate managers, to learn how they currently use Praiseworthy and what information is the most important to them. Some main insights:

  • Important Metrics- NPS (net promoter score, out of 10) and Praise Power (overall customer satisfaction including metrics such as employee knowledge, promptness, and kindness) are the most important metrics to managers.  They also want to be able to see trends for these metrics over time and filter by store, region, and employee.

  • Alerts- Managers and up usually take quick action on alerts, typically logging in to add comments and close the alert
  • Employee Ranking- Managers like to see the lowest performing employees and stores so that they can provide feedback and coaching for improvement
  • Dashboard- Managers want to be able to see at a glance information about alerts, NPS, Praise Power, trends, employee and store rankings, and survey response rates, and want to be able to filter data easily by store, region, employee, and date range

Based on user research, this fictional persona represents a core Praiseworthy user:

 
 

ITERATION

Preliminary sketches consolidated into minimal lo-fi screens and later tested on existing Praiseworthy customers:

 
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STYLE

 

There was too much noise in Praiseworthy's existing look, making it hard to see at a glance the most important information.  In order to create a sense of hierarchy and put the focus on relevant metrics, clear typography, a white background, and bright accent colors replaced the dark background and cluttered reports.

 

 

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The new design received strong positive feedback from Praiseworthy's small business clients, who found it easier to navigate through and more pleasing to the eye.