Overview
Lead Designer
Owners who book on-demand dog walkers want to be matched with walkers they can trust with their dog. One of the main ways they can trust walkers is looking at their reviews. If they don’t trust their matched walker owners will cancel the request. However, in order for a walker to have reviews in the first place owners have to actually leave a review.
Also during the review process owners can leave a tip and indicate if they really like the walker they were matched with.
My role was to create the native app experience for this flow, but also think about future ways to collect reviews of walkers
Tips are a way to keep walkers on the platform and collecting a tip is just as important as collecting a review. This area would be ripe for testing the order but as a first step we chose to prompt for tip first.
We chose to break out each of the categories into individual screens in order to have small chunks of information that were easy to accomplish. After the star rating we’d show the preference question, then a final public review prompt.
Process
Future concepts
Multi-dimensional reviews
When walks do go well we should celebrate the things walkers did to leave the owners happy. We could productize these shout outs on the walker’s profile so other owners can see specific reasons why this walker was liked by others.
For walks that didn’t go well knowing why can help us coach our walkers so their future walks are better. Some times the reason a walk doesn’t go well is because the owner didn’t get a summary at the end—this is mostly harmless but detracts from the owner experience. Other times, walkers will put a dogs harness on incorrectly, or not use the correct harness on the dog at all. This is very dangerous and contributes to lost dogs and runaways. Usually when an owner finds out about the harness issue it is when they’ve received a photo after the walk is complete. Allowing owners to give immediate feedback can give them hope that they might not encounter this on future walks, and it allows us to coach these walkers on how to put on difficult or complex harnesses.
Simpler review scale
This would simplify the owner review process. It reduces the ambiguity of a 2 vs 3 vs 4 star rating. In our current dataset most reviews either are 5 stars or 1 star. What if we changed the 5 step scale to 2 steps?
We’d still want to collect feedback to add color to any negative experiences and give the Support Team a solid category of tickets to action.