PROJECTS
AI-Powered NPS Analytics:
Turning Feedback Into Results
AI-Powered NPS Analytics:
Turning Feedback Into Results
AI-Powered NPS Analytics:
Turning Feedback Into Results
WORKFLOW
Research Interviews
Information Architecture
User Flows
Wireframes
Design System Library
Hi-Fidelity Design
Prototype
ROLE
Lead Designer
Timeline
2 weeks
Overview
Many organizations struggle to utilize their Net Promoter Score (NPS) survey data effectively. Feedback often sits under-utilized because analyzing massive amounts of survey responses to uncover trends and themes is tedious and inefficient.
Our team set out to design a solution: a user-friendly, AI-backed dashboard that transforms raw NPS data into actionable insights. Through strategic collaboration and research, we delivered a solution that empowers businesses to turn customer feedback into meaningful actions.
*Note: this is a proof of concept only & client data has been blurred
The Challenge
NPS reports alone do not provide structured feedback collection, robust analysis, or clear action plans. Our client (a large organization utilizing NPS surveys for Voice of Customer) revealed that their reports were rarely actionable. Reading through individual responses to identify recurring themes, trends, or root causes was time-consuming. Additionally, their teams often searched for keywords or filtered responses by organizational structure—a need that traditional NPS reports could not address. The challenge was to create a dashboard that streamlined analysis, highlighted trends, and enabled sorting, filtering, and keyword search to empower decision-making.
The Challenge
NPS reports alone do not provide structured feedback collection, robust analysis, or clear action plans. Our client (a large organization utilizing NPS surveys for Voice of Customer) revealed that their reports were rarely actionable. Reading through individual responses to identify recurring themes, trends, or root causes was time-consuming. Additionally, their teams often searched for keywords or filtered responses by organizational structure—a need that traditional NPS reports could not address. The challenge was to create a dashboard that streamlined analysis, highlighted trends, and enabled sorting, filtering, and keyword search to empower decision-making.
The Challenge
NPS reports alone do not provide structured feedback collection, robust analysis, or clear action plans. Our client (a large organization utilizing NPS surveys for Voice of Customer) revealed that their reports were rarely actionable. Reading through individual responses to identify recurring themes, trends, or root causes was time-consuming. Additionally, their teams often searched for keywords or filtered responses by organizational structure—a need that traditional NPS reports could not address. The challenge was to create a dashboard that streamlined analysis, highlighted trends, and enabled sorting, filtering, and keyword search to empower decision-making.
Research & Insights
We began by gathering insights directly from the client to understand how they currently process NPS data and where they struggled. Stakeholder feedback confirmed that filtering, sorting, and search capabilities were crucial to helping teams pinpoint actionable insights. I researched dashboard best practices to determine the most intuitive way to present vast amounts of content while maintaining usability. To ensure accessibility, I incorporated contrast checks during the design system phase, ensuring the platform met visual clarity standards.
Research & Insights
We began by gathering insights directly from the client to understand how they currently process NPS data and where they struggled. Stakeholder feedback confirmed that filtering, sorting, and search capabilities were crucial to helping teams pinpoint actionable insights. I researched dashboard best practices to determine the most intuitive way to present vast amounts of content while maintaining usability. To ensure accessibility, I incorporated contrast checks during the design system phase, ensuring the platform met visual clarity standards.
Research & Insights
We began by gathering insights directly from the client to understand how they currently process NPS data and where they struggled. Stakeholder feedback confirmed that filtering, sorting, and search capabilities were crucial to helping teams pinpoint actionable insights. I researched dashboard best practices to determine the most intuitive way to present vast amounts of content while maintaining usability. To ensure accessibility, I incorporated contrast checks during the design system phase, ensuring the platform met visual clarity standards.
Design Process
Because this was a rushed proof of concept, we went straight into design as we brainstormed. Brief wireframes were created and shared with the team and client for feedback, which highlighted the need for comprehensive filtering and sorting features. Users wanted to search survey responses by keywords and filter by sentiment, date, team, sales region, and customer segment—allowing them to identify both problem areas and positive trends efficiently.
The visual design prioritized clarity and ease of use. I implemented a clean, accessible design system with thoughtful use of white space and content hierarchy. This ensured that key insights, data trends, and verbatim feedback were easy to digest. A major focus was the AI-generated insights feature, which summarized feedback into high-level observations while allowing users to drill down into specific NPS group comments.
Design Process
Because this was a rushed proof of concept, we went straight into design as we brainstormed. Brief wireframes were created and shared with the team and client for feedback, which highlighted the need for comprehensive filtering and sorting features. Users wanted to search survey responses by keywords and filter by sentiment, date, team, sales region, and customer segment—allowing them to identify both problem areas and positive trends efficiently.
The visual design prioritized clarity and ease of use. I implemented a clean, accessible design system with thoughtful use of white space and content hierarchy. This ensured that key insights, data trends, and verbatim feedback were easy to digest. A major focus was the AI-generated insights feature, which summarized feedback into high-level observations while allowing users to drill down into specific NPS group comments.
Design Process
Because this was a rushed proof of concept, we went straight into design as we brainstormed. Brief wireframes were created and shared with the team and client for feedback, which highlighted the need for comprehensive filtering and sorting features. Users wanted to search survey responses by keywords and filter by sentiment, date, team, sales region, and customer segment—allowing them to identify both problem areas and positive trends efficiently.
The visual design prioritized clarity and ease of use. I implemented a clean, accessible design system with thoughtful use of white space and content hierarchy. This ensured that key insights, data trends, and verbatim feedback were easy to digest. A major focus was the AI-generated insights feature, which summarized feedback into high-level observations while allowing users to drill down into specific NPS group comments.
Collaboration & Execution
Close collaboration was critical for success. I worked closely with the data analyst, AI engineer, and strategist throughout the project. Brainstorm sessions, working meetings, and wireframe reviews ensured alignment at every stage. A tight 4-week timeline required agile workflows and quick iteration cycles. As this was our first AI-focused product, working with the AI engineer involved learning about data processing, functionality, and technical constraints—skills I honed through this experience.
Collaboration & Execution
Close collaboration was critical for success. I worked closely with the data analyst, AI engineer, and strategist throughout the project. Brainstorm sessions, working meetings, and wireframe reviews ensured alignment at every stage. A tight 4-week timeline required agile workflows and quick iteration cycles. As this was our first AI-focused product, working with the AI engineer involved learning about data processing, functionality, and technical constraints—skills I honed through this experience.
Collaboration & Execution
Close collaboration was critical for success. I worked closely with the data analyst, AI engineer, and strategist throughout the project. Brainstorm sessions, working meetings, and wireframe reviews ensured alignment at every stage. A tight 4-week timeline required agile workflows and quick iteration cycles. As this was our first AI-focused product, working with the AI engineer involved learning about data processing, functionality, and technical constraints—skills I honed through this experience.
Key Features
AI-Generated Key Insights:
Summarizes overarching trends and key observations, segmented by NPS groups (Detractors, Passives, Promoters).Advanced Filtering & Sorting:
Users can filter data by team, date, sentiment, customer segment, and other organizational data points.Keyword Search:
Enables users to find specific responses or themes efficiently.Topic-Based Feedback Grouping:
Survey responses are categorized into themes like delivery, sales, and support, streamlining trend identification.Trend Tracking:
Visualized quarterly trends and YoY comparisons make it easy to monitor changes in sentiment over time.Verbatim Quotes:
Provides real survey comments for transparency and deeper understanding.
Results & Outcomes
While this was a proof of concept and not a live product, the dashboard demonstrated how businesses could efficiently transform NPS data into actionable intelligence. By streamlining feedback analysis, organizations gain a clearer understanding of customer pain points and successes, empowering targeted improvements to boost loyalty and long-term strategy.
Results & Outcomes
While this was a proof of concept and not a live product, the dashboard demonstrated how businesses could efficiently transform NPS data into actionable intelligence. By streamlining feedback analysis, organizations gain a clearer understanding of customer pain points and successes, empowering targeted improvements to boost loyalty and long-term strategy.
Results & Outcomes
While this was a proof of concept and not a live product, the dashboard demonstrated how businesses could efficiently transform NPS data into actionable intelligence. By streamlining feedback analysis, organizations gain a clearer understanding of customer pain points and successes, empowering targeted improvements to boost loyalty and long-term strategy.
Reflection
Leading this project taught me the intricacies of designing AI-backed products and collaborating with cross-functional teams under tight deadlines. I further refined my skills in design system creation, accessibility, and project management. This project highlighted the importance of user research in shaping impactful solutions and reinforced the value of turning complex data into intuitive, actionable insights. The result was a clean, user-friendly dashboard that unlocks the power of NPS data.
Reflection
Leading this project taught me the intricacies of designing AI-backed products and collaborating with cross-functional teams under tight deadlines. I further refined my skills in design system creation, accessibility, and project management. This project highlighted the importance of user research in shaping impactful solutions and reinforced the value of turning complex data into intuitive, actionable insights. The result was a clean, user-friendly dashboard that unlocks the power of NPS data.
Reflection
Leading this project taught me the intricacies of designing AI-backed products and collaborating with cross-functional teams under tight deadlines. I further refined my skills in design system creation, accessibility, and project management. This project highlighted the importance of user research in shaping impactful solutions and reinforced the value of turning complex data into intuitive, actionable insights. The result was a clean, user-friendly dashboard that unlocks the power of NPS data.
WORK
Product Design case studies
A curated collection of my latest Product Design Case studies to showcase my workflow.
WORK
Product Design case studies
A curated collection of my latest Product Design Case studies to showcase my workflow.
WORK
Product Design case studies
A curated collection of my latest Product Design Case studies to showcase my workflow.