Role: Graphic designer & front-end developer
Project Length: June 2023 - August 2023
Identifying new methods to measure customer satisfaction, studying customer experience, and developing a method to collect that data for Airlines Reporting Corporation, ARC.
Getting from 1 Star to 5 Stars
An audit of ARC's surveys from past years revealed a lack of consistency in implementing the company's branding, a lack of accessibility, and an unresponsive survey design. After conducting user interviews and meeting with several of ARC's marketing and product design teams, I discovered a desire to create an accessible, easy-to-access survey that could effectively measure customer satisfaction and decrease instances of survey fatigue.
Overview of wireframes, mockups, and components
User Personas
Audit of the 2022 survey design
A 5-Star Review
In redesigning the survey, I closely followed ARC's current branding to create a cohesive template for future use that matched the company's visual identity. I designed the survey for multiple screen sizes, followed WCAG guidelines to ensure accessibility, and implemented custom code to create a survey that measures and collects customer satisfaction data using the NPStop3 method that can be easily embedded into email campaigns for efficiency.
Email embed mockup
*ARC owns the rights to these but grants a license to Logan Dulski for use in portfolios, samples, self-promotion, etc.