Overview

Role: Graphic Designer, User Researcher, and Front-end developer

Project Length: June 2023 - August 2023

Identifying new methods to measure customer satisfaction, studying customer experience, and developing a method to collect that data for Airlines Reporting Corporation, ARC.

An audit of ARC's surveys from past years revealed a lack of consistency in implementing the company's branding, a lack of accessibility, and an unresponsive survey design. In redesigning the survey after conducting user research, I discovered a desire to create an accessible, easy-to-access survey that could measure customer satisfaction and decrease instances of survey fatigue effectively.

In redesigning the survey, I closely followed ARC's current branding, designed the study for multiple screen sizes, followed WCAG guidelines, and implemented custom code to create a survey that measures and collects customer satisfaction data using the NPStop3 method.