This Shopify app helps merchants request, collect, and manage product reviews from one place.

The project focused on improving retention by redesigning fragmented workflows and giving merchants clearer control over how reviews are imported, collected, and displayed.

Problem

Although the app supported core review functionality, merchants struggled with several usability issues that affected adoption and retention.

Key friction points included:

• No visibility into review import progress or integration status • Limited control over automated review request timing and recipients • Restricted options for branding review emails and widgets • Scattered workflows for moderating and publishing reviews

These gaps made the system feel unreliable for something that directly impacts customer trust and purchase decisions.

To identify the most impactful improvements, I combined two sources of product insight:

• competitor analysis of leading review platforms • support ticket analysis to identify recurring merchant frustrations

These insights helped prioritize improvements that would increase clarity, reduce friction, and improve control over review workflows.

Merchants can now import reviews with a one-click flow that shows clear progress and status updates.

The platform supports both automated and manual review requests, giving merchants more control over outreach.

A dedicated review hub allows merchants to filter, moderate, publish, and respond to reviews in one place.

Email templates and review widgets can be customized to match a store’s branding.

A reusable wireframe library and UI components were created to support faster iteration and product consistency.

Early wireframes and flows were refined based on merchant feedback and internal testing.

Several workflows were simplified to reduce steps in high-frequency actions such as importing reviews and moderating feedback.

Design decisions were also aligned with engineering constraints to support a fast MVP release.

The redesign improved usability across the core review management workflows.

Results included:

• 16% increase in merchant retention within the first 30 days • positive merchant feedback on clearer workflows and onboarding • faster review imports and moderation

The updated experience makes it easier for merchants to manage reviews while strengthening one of the most important trust signals in ecommerce.