EasyShift App

Redesigning the Survey Flow

The current survey model follows a "linear" flow. Questions are asked one at a time making the survey easy to manage, but lengthy and complex surveys can seem arduous when presented this way and there is no easy mechanism to review or update responses.

Design Goals

  • Improve survey experience
    • flexibility in navigating questions/tasks
    • increase ease/sense of accomplishment
  • Improve data quality
    • solve for unanswered/incomplete questions
    • add review process to improve data quality
  • Align with internal admin survey framework

Introducing "Task-Based" Surveys

We decided to address these goals by introducing "tasks" into the survey flow. Tasks are groups of related questions, usually based on a specific type of product, promotion, or store location. We tested two versions of task-based flows.

Version 1 - "Task Loop" Survey Flow

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The "task loop" loops provides immediate feedback on a particular task. Users return to the Task List after completing each task which reinforces behavior by rewarding the user with progress updates (green checkmark). A sense of accomplishment is felt - with "tasks" representing meaningful milestones in each survey. The user also has the opportunity to review responses at the end of each task which may help to improve data quality.

Introducing a new survey model necessitates behavioral change from our users. This version tested overwhelmingly better in terms of comprehension and perceived accomplishment with novice and intermediate users, but a few power users thought the extra "checkpoints" might make completing the survey take longer.

Version 2 - "Table of Contents" Survey Flow

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The "table of contents" version shows the user the task list before starting the survey, but does not return the user to the list after completing tasks. The user has the ability to revisit earlier tasks / questions by selecting them from a question selector, but otherwise this flow follows a liner progression similar to the existing version of the app.

This version solves for the "ease of navigation" goal, but reinforces the concept of tasks much less than the "task loop" version. While users tested were able to figure out how to use the question selector without issue, they were less able to articulate what a "task" represented in the survey experience.

Final Version: Task Loop Survey Flow

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Tasks will likely be more important as we scale our processess and shifts become more complex. Question dependencies, which already add complexity to the surveys, will only become more complicated as we add "task dependencies" as well.

Tasks are also a better way of describing survey length. For example, while survey may contain a maximum of 22 quesitons, it is unlikely that any user will actually have to answer all 22 since question dependencies usually result in some questions being skipped. Therefore a more logical way of presenting a survey lenth is by number of tasks rather than number of questions.

Designing the survey to reinforce the concept of tasks only makes sense, plus it breaks the survey into logical sections that seem manageable to the user.