User Ratings

An old project I worked on to gather rating feedback from users.

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Doctor ratings are critical for First Opinion to know how well doctors are helping users, and how the overall service can improve.

Before launching this version, we had a 1-5 star rating scale with a comments section. We noticed most ratings were polarized as positive or negative, and people who rated the experience as negative rarely commented.

In our revision we scrapped the star scale in favor of “liked it” or “disliked it” buttons to capture how the user felt about the experience overall. We also included some responses they could quickly select from to explain what was, or wasn’t, working.

With the old ratings system, only around 10% of users who rated the experience negatively would tell us why. With the revised ratings 65% gave us at least one reason why.