In App Feedback Scenarios

Questions and Answers

What is the main benefit of user initiated feedback mechanisms?

They are more disruptive for users.

They allow for real-time capture of user reactions. (correct)

They are generally more expensive to implement.

They gather feedback site wide.

What characterizes system initiated feedback mechanisms?

They persist within the user experience and are always accessible.

They are used for broad feedback from all users.

They are typically reserved for significant business research questions. (correct)

They are less interruptive than user initiated feedback.

In which scenario is it most appropriate to use in line components for feedback?

When wanting to understand overall site performance.

When targeting feedback about a specific feature or flow. (correct)

When immediate changes to the website are anticipated.

When data from all users is unavailable.

How can usage data be utilized in the context of feedback mechanisms?

To segment user base and show components to specific audiences. Signup and view all the answers

What is a drawback of system initiated feedback mechanisms?

They can momentarily disrupt the user experience. Signup and view all the answers

Why is it important for feedback launch points to be in line with content?

To avoid user confusion regarding the feedback process. Signup and view all the answers

What type of feedback mechanism is less likely to interrupt the flow of user experience?

User initiated mechanisms. Signup and view all the answers

Which option best describes when to use system initiated feedback mechanisms?

For high business impact research that requires targeted feedback. Signup and view all the answers

What is the main purpose of persistent feedback mechanisms?

To allow users to voice their comments on specific moments or overall experience. Signup and view all the answers

What strategy is suggested for collecting feedback during a high-impact research initiative?

System initiated, feedback after a completed task. Signup and view all the answers

What should be considered when prompting users with system-initiated feedback?

The prompts should aim to be non-intrusive and strategically timed. Signup and view all the answers

Which approach is recommended for launching feedback mechanisms that should be globally accessible?

Place it under a global menu or navigation items visible on all pages. Signup and view all the answers

What is the purpose of the Net Promoter Score survey?

To assess customer loyalty through a recommend question. Signup and view all the answers

When is it considered best to collect Net Promoter Scores without introducing bias?

At the end of a flow or during user exit. Signup and view all the answers

What is a key characteristic of system-triggered feedback mechanisms?

They can be intrusive and disturb user flow. Signup and view all the answers

What is recommended for limiting user interruption when prompting feedback?

Choose moments like task completion or before starting a task. Signup and view all the answers

Why is it important to build a feedback mechanism into global navigation?

It minimizes the need for users to access secondary menus. Signup and view all the answers

How should input be gathered from users for research purposes?

Through optional feedback mechanisms such as surveys. Signup and view all the answers

Study Notes

https://www.lightningdesignsystem.com/guidelines/in-app-feedback/scenarios/

User Feedback Mechanisms

Feedback mechanisms can be categorized into user initiated and system initiated, impacting user experience and feedback collection.

User Initiated Mechanisms

Provide users with persistent access to feedback options at any moment during their digital journey, minimizing disruption.
Capture real-time reactions rather than site-wide feedback.
Examples include an in-line feedback component on a specific page relevant to the user's interaction.
Mechanism positions should align with content for targeted user engagement and should utilize usage data to display selectively.
Confirmation messages should be shown after feedback submission to acknowledge user participation.

System Initiated Mechanisms

Triggered by the system, focusing on high-impact research questions, though they may interrupt user workflows.
Suitable for segmented feedback from specific audience demographics, using data analysis.
Examples include feedback prompts during tasks or flows where interruptions can be minimized, like after task completion or on initial login.

General Experience Feedback

Persistent feedback options that allow users to express comments, concerns, or inquiries about their overall experience.
Should be globally accessible across all application pages, possibly through a global navigation menu.

High-Impact Research Collection

System initiated mechanisms for collecting user feedback related to high-stakes tasks or flows should be used cautiously due to their intrusiveness.
Opt to prompt feedback in non-intrusive moments to improve response rates without disturbing user workflows.

Net Promoter Score (NPS)

Utilized to assess customer loyalty via the question: "How likely are you to recommend our company/product/service to a friend/colleague?"
Users respond on a scale from 0 to 10.
Options to conduct NPS surveys include at the end of user flows or when users backtrack, ensuring comprehensive feedback collection.

Conclusion

Effective feedback mechanisms enhance the user experience by providing appropriate channels for input and ensuring user engagement based on their specific interactions and overall experience with the product.

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Description

Explore different strategies for collecting user feedback through both user-initiated and system-initiated mechanisms. This quiz delves into enhancing user experience by effectively implementing feedback pathways. Understand how to create a cohesive journey for users by integrating feedback seamlessly.