Amazon’s feedback section- Mirco study by Sharmilee Sarkar

Amazon’s feedback section- Mirco study

Sharmilee Sarkar

UX Copywriter

AI UX Copywriter

Figma

Being in the endless loop of a product cycle, sharing feedback has become an integral part of the process.

No matter where you are, what you do, or what Apps you use daily, ‘Feedback’ is considered very important since it’s the only way to know how the Product ‘feels’ to the users.

Feedback is even used in research to understand the pain points and how the team can enhance the product further.

So, during the pandemic, when I purchased an item from Amazon, I needed to share my experience as a form of feedback about the delivery person.

One thing that caught my eye was the presence of fewer options in the ‘Feedback section’ on Amazon. Also, one of the essential options missing was the ‘Other’ option, where the users can explain any other reason not listed otherwise.

This created an issue because:

I didn't have the option to explain my problem and

I had to select something else(a different chance) to share the negative feedback, which would add up to the wrong data set when audited.

Existing Screen

If I were a user trying to share my issue most authentically, I would need more options.

To solve this problem I tried to re-design the content for better communication across all users.

I replaced the tabs of the options with checkboxes.

I also added a conditional ‘additional feedback’ field that opens up with the ‘other’ reason selected. (This would give the users an upper hand in case they'd like to share something that ain't already listed above)

Later followed with a confirmation toast with an additional text for letting them know how valuable their feedback is.

Re-designed Screen

So, now the user has options and other options followed by supportive texts to help them complete the process/goal without any interference.

The updated screens were designed based on the content-first approach, which now is a better version of sharing valuable feedback about the product. This will not only help the users pinpoint authentic feedback but also will help the product to improve the overall user experience.

Conclusion:

When designing, our main goal should always be the users and their experience.

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Posted Mar 24, 2023

Being in the endless loop of a product cycle, sharing feedback has become an integral part of the process. No matter where you are, what you do, or what Apps y…

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Amazon