Using & Presenting User Feedback in Products

Self reported data gives you the user’s perception of a system. As a product manager it is key to understand how a user think about the tasks they perform. This will highlight how users feel about a system and will complement time taken and success measured on task flows.

Rating Scales

Using a ‘Likert’ or ‘Semantic Differential Scale’ over a range of questions will provide you information on how agreeable or attributes that users relate to in your product

System Usability Scale

One of the most widely used tools to measure system usability. This was developed with five positively and five negatively worded questions. A five point scale is used for each. The SUS has been freely available for research and can be used.

Questionnaire for User Interface Satisfaction

QUIS is another standard format which covers areas like overall satisfaction, accessibility, language and system capabilities.

Usefulness, Satisfaction and Ease of use Questionnaire

As the title suggests, this provides a set of questions which will give you user’s perception on the above.

Net Promoter Score

NPS is intended to measure customer loyalty, it basically finds out how likely is it that a user recommends your product. The output is in groups of ‘Detractors’, ‘Passives’ and ‘Promoters’.

Other online tools

Tools like WAMMI, ASCI and OpinionLab provide similar feedback from users

Couple of things that you should consider with capturing of self reported data

1. It can also be as simple as asking your user to think aloud during the test
2. Users can also give you their understanding how successful they thought they were
3. A good questionnaire or open ended questions will help you understand their experience deeply
4. The frameworks mentioned above are available online, you may use them as is, or customize as you see fit
5. Do plan out this exercise with your UX partner in crime 🙂 It will go a long way in ensuring you gain the deepest of insights to improve your product

Stay tuned for more!