Challenge
Customers are encouraged to leave product reviews after purchase, but the existing review submission flow was underperforming — only 37% of customers who started the form actually completed it. The goal of this project was to simplify the review experience and increase completion rate.
Solution - Streamling review creation flow
Analysis of the review flow revealed multiple friction points — customers were required to go through several steps and make redundant inputs, leading to drop-offs along the way. Our hypothesis was that reducing cognitive load and streamlining the interaction would encourage more customers to finish the review.
Note: The launch version uses a full-page creation form, as the team decided to make incremental changes to minimize potential negative impact from larger updates. The bottom sheet version will be tested in a later phase.
Impact
1. Improved form completion rate by 12%.
2. Increased text review submissions by 18.1%.
3 Boosted the number of unique product aspects mentioned in text reviews by 7.6%.
4. Drove a 21.2% increase in one-tap star ratings on the Thank You page through a higher completion rate.
Long -term Vision: Effortless review creation
More vision work on Shopper side
