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Prescient
An analytics dashboard to unlock the full potential of customer feedback
The client
Prescient are a market research company revolutionising the way customer data and feedback shape our understanding of public and retail spaces.
You've probably heard of Net Promoter Score, or NPS. It's a popular tool used to gauge customer loyalty and satisfaction. It's calculated based on one simple question: "On a scale of 1-10, how likely are you to recommend our company/product/service to a friend or colleague?"
Prescient didn't want their clients to settle for surface level insights, so they took NPS to the next level with NPS+. In addition to the standard score, NPS+ provides a 360-degree view of your customer's experience. It includes dimensions like satisfaction, exceeding expectations, loyalty, advocacy, and even how you stack up against the competition.
The challenge
The Prescient team came to us with an exciting challenge - they needed an analytics dashboard for their clients to view their customer data in a meaningful way. The dashboard had to be both functional and informative, catering to clients with different goals. We were tasked with providing high-level metrics for a quick glance, as well as the ability to dive deep into the analytics for more detailed insights. Essentially, we had to turn their customer data into a simple, valuable dashboard that clients would love.
What we did
With Prescient’s team of data scientists and developers on board, ready to work their magic behind the scenes, our focus was to craft the UX and UI for the dashboard. Our goal was to make it simple, intuitive, and give it a strong brand identity.
Before we got started, we had to wrap our heads around the data we had to play with. We carefully reviewed the customer survey, analysed the data, and examined the reports Prescient were providing to their clients. We spent time learning what clients wanted to know and with fresh eyes, offered new perspectives on the data. We also took the time to familiarise ourselves with our favourite analytics tools, looking for smart ways to save space and make the user's journey more interactive.
Our goal was to create a dashboard using widgets, so we had to consider the overall framework and the widgets themselves. We started sketching and brainstorming to piece it all together. Pen and paper are our go-to when simplifying complex problems.
Inspired by the Google Ads dashboard, we introduced a "tabbed" feature into many of our widgets, allowing users to cycle through different dimensions of data. We also explored the idea of "flipping" the widgets to display the same data in different ways without overwhelming the main dashboard.
With detailed wireframes in place, we collaborated with the brand design team to develop the visual style, which reflected the brand's simple and precise visual language.
As the developers worked on the first iteration, we delved into using AI to analyse language-based feedback and provide insights from both a quantitative and qualitative perspective.
The Prescient dashboard is a constantly evolving project that we continue to enhance and make even more valuable.
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