Content Creation
Redesigning the Net Promoter Score Survey
For Jupiter
Net Promoter Score is a global measure of customer loyalty to a company. NPS surveys are important for gauging user experience, but they're notoriously boring and annoying. How might we design a survey that encourages interaction, without eliciting a biased response?
Project objectives:
-
Encourage more accurate responses from the NPS survey by making it more intuitive and easy to navigate.
-
Make the activity less cumbersome by introducing an element of delight.
Redesign Concept
My role in the project was to conceptualise and create a set of unique emojis to represent each score.
In keeping with Jupiter’s overarching space theme, I decided to use the concept of a waxing and waning moon to show a spectrum.
Progression
The empty state of the survey displays a sleeping moon, who awakens to represent the score selected by the user.
In addition to changing size, the emojis communicate the emotion associated with each score with the use of colour and minimal expressions. The emojis transition from one to the next using a simple fade animation.
Emoji Set
