How might we improve the user experience of leaving a review on Trustpilot's mobile app?

Introduction

To improve the user experience of leaving a review on Trustpilot's mobile app, we need to carefully analyze the current process, identify pain points, and develop innovative solutions. I'll approach this challenge by first clarifying key aspects of the product, then segmenting users, analyzing pain points, generating solutions, and finally evaluating and prioritizing those solutions.

Step 1

Clarifying Questions (5 mins)

• Looking at the product context, I'm thinking Trustpilot might be facing challenges with review quality and quantity. Could you share more about the current review submission rates and any specific quality metrics you're tracking?

Why it matters: Determines if we should focus on increasing review volume or improving review quality. Expected answer: Review submission rates are steady, but we're seeing a decline in the average length and detail of reviews. Impact on approach: Would prioritize solutions that encourage more detailed, thoughtful reviews.

• Considering user behavior, I'm curious about the typical user journey that leads to leaving a review. Can you tell me more about how users typically arrive at the review submission process in the mobile app?

Why it matters: Helps identify potential friction points in the user journey before the actual review process. Expected answer: Most users arrive via email prompts or directly searching for a company to review. Impact on approach: Would focus on streamlining the journey from these entry points to the review submission process.

• Thinking about the product lifecycle, where does the mobile app stand in terms of maturity and user adoption compared to the web platform?

Why it matters: Influences whether we should focus on feature parity with web or mobile-specific innovations. Expected answer: The mobile app is relatively new and has lower adoption rates compared to the web platform. Impact on approach: Would prioritize mobile-specific features that leverage unique capabilities of smartphones.

• Considering company alignment, what are the key business objectives driving this improvement initiative? Are we looking to increase user engagement, improve review quality, or something else?

Why it matters: Ensures our solutions align with broader company goals. Expected answer: Primary goal is to improve review quality while maintaining or increasing submission volume. Impact on approach: Would focus on solutions that balance ease of use with prompts for more detailed, helpful reviews.