This week we redesigned the rating section into three categories, with belonging questions. Our theory was that having these categories and sub options would make it easier and faster to give more specific feedback, which might lead to more users doing so. Communicating what they are happy or unhappy with will be easier as they are offered these predefined, standardized questions and sub options. This would also create more valuable insight for our customers.
At this time there was also a release with new designs on the confirmation page, which were somewhat conflicting with ours. It also just made sense for us to take ownership over the entire confirmation page moving forward, as it would be easier for us to do experiments with the rating section.
We also went to Vippa for some interviews and user testing. We didn't only focus on the rating system, but the entire confirmation page. We also tested a prototype visualizing designs for modal based rating
All in all, we collected a lot of valuable feedback for the entire webapp and for the confirmation page, we experienced that a lot of guests did not use much time on this page. The majority were interested into seeing if the order was confirmed. Most enjoyed having the rating split up in bite size chunks through the modal rather than having it all served at once with the three static categories. On the other hand, it was mentioned that the process felt a bit long. Several mentioned they liked being able to choose alternatives within each category.