Helping product builders understand the ‘Why’ behind Customer Feedback

We partnered with a customer feedback and analytics platform to enable product builders to deeply understand their customer feedback quickly and help them prioritise what was important to solve.

UX Audit
User Interviews
Task Flow Optimization
Navigational structure Redesign
Wireframing
Visual Design

The Engagement

START

1 Designer

SCALE

2 Designers

TRANSFORM

3 Designers

Launched key analytics capabilities to find and process
feedback in bulk

Key analytics capabilities

Added a chart builder which allows to visualize feedback by different metrics with comparisons and different visualizations.

2nd most used

feature on the product within 2 months

Revamped Search and Query Builder

The ability to search for feedback had severe usability issues and was the most complained about on the product. We redesigned it making it sleeker, scalable and more usable. The feature didn’t receive any major complaints post the revamp.

Revamped core features and introduced new ones to enable the user to complete their workflows

Making relationships of core components clear

Created a simplified representation of the core tenets of the product so that the parent child relationship is clearer across the product.

Extended support to various feedback types

Added customized support for Audio Recordings, forum threads, Support conversations, Manual file uploads etc. Each feedback type has a specific representation and actions.

Feedback Monitoring

Created completely customizable dashboards and subscription workflows which allows users to be on top of their areas of interest.

Prioritise important metrics

Made the feedback analytics easily understandable and priorotizable. Like accompanying it with it’s impact to the company’s ARR

Enabled GenAI across the product to help comprehend feedback

Chatbot with trust and explainability

Allowing users to ask AI about their customer’s feedback. The generation of responses are inspectable and are user modifiable.

40% users

transitioned to AI driven workflows

AI bot which supports multi modal outputs

Allowing users to ask AI with support for Text, chart or records as the response.

Making consumption of feedback easier

The aI bot has been percolated in many parts of the products so that feedback and feedback lists can be summarized and consumed faster

More Case Studies

Healthcare At Copods, we leverage technology to enhance global healthcare delivery. Our context-driven approach and careful use of data improve efficiency, accessibility, and quality of care. By integrating relevant technology and understanding human behaviors, we create impactful solutions.

Life Sciences Our teams have partnered with Life Sciences software providers to enhance process efficacy through pragmatic innovation. This was done through automation which enables faster and accurate decision-making.

Artificial Intelligence With the advent of generative AI, we at Copods work with our clients across a range of domains to enable their products with AI which is capable, helpful, easy to understand and trustworthy.

E-commerce and Logistics We have partnered with the top companies to deconstruct the convoluted order processing process while reducing the barrier of entry to users.

Networking and Data Storage We’ve worked with the industry leaders to make Network management effortless and accessible to people of all abilities.

EdTech With the advent of generative AI, we at Copods work with our clients across a range of domains to enable their products with AI which is capable, helpful, easy to understand and trustworthy.

Cybersecurity We co-create innovative cybersecurity solutions to enhance global digital infrastructure protection. Our expertise in SOC workflows, MITRE ATT&CK, threat modeling, and incident response ensures our solutions are user-friendly, efficient, and trustworthy.

Banking and Finance We have worked with financial institutions to make various aspects of investing and managing funds delightful and easy to understand.

Your challenges, our mindshare

We believe in focussing on the 40% for delivering 100% impact.