Customer Experience Review App

We re-designed the UX/UI of the guest experience feedback app which is used by many well known high street hospitality companies such as Bella Italia, Las Iguanas, and Giggling Squid.

The app collects feedback from guests on their experience providing hospitality companies with actionable insights based on real-time feedback. By streamlining the experience of a guest leaving feedback via customer surveys and reviews, it allows venues to quickly assess and address customer satisfaction levels by receiving instant feedback from their guests.

This tool helped empower businesses to improve their service by closely monitoring key customer metrics, making adjustments as needed to meet and exceed expectations.

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See the whole case below 👇

At a glance

• Sector: Hospitality, Customer Feedback

• Services Provided:

  • User research

  • User flows

  • Wireframing

  • UX/UI design

  • Frontend development (React, Vue)

  • Progressive Web Apps (PWA)

Challenge

The challenge for the Customer Experience Review App was to create a seamless, user-friendly solution that could collect and analyze real-time feedback across multiple venues. Restaurants needed an efficient way to monitor customer satisfaction and address pain points, all while ensuring the app integrated with their existing systems like POS and CRM. The platform had to be intuitive for both customers and business managers, providing actionable insights without overwhelming users with complex navigation or data overload.

For more, see the full case study here.

Key deliverables

• Conducted user interviews to address pain points, creating annotated user flows with improved navigation and usability.

• Redesigned the guest review interface for mobile and tablet, including white-label versions for hospitality brands, ensuring a consistent and customisable feedback experience.

• Designed responsive UX/UI interfaces for managers, optimising performance across devices for a unified reputation management platform.

Impact:

• Multi-million-pound investment secured following UX/UI improvements

• The platform now receives millions of customer reviews from top hospitality brands.

• Despite the pandemic's impact on hospitality, Feed It Back's platform continued to grow

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