Projects in the Spotlight
'Feedback on Feedback'
CHECK24, Germany's leading comparison website, has launched an exciting and challenging project called 'Feedback on Feedback' to maximize the full potential of customer reviews.
At CHECK24 Factory, interdisciplinary collaboration is highly valued
A leap into the unknown
As a new Product Manager at CHECK24, I had the opportunity to dive directly into an exciting and challenging project.
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Customers on CHECK24 provide a variety of reviews across products, which can benefit other users in their decision-making process.
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However, the full potential of these reviews has not been fully realized. We set out to improve this aspect and involve customers even more in the review process.
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This led to the project titled 'Feedback on Feedback'.
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In this blog post, I will delve into the conceptual approach and technical challenges of this project.
The concept serves as the starting point for every feature
I started the project's planning phase with extensive research on how other platforms handle user reviews. Two central questions guided my research:
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What features exist around reviews on other platforms?
How are these features implemented from a UI and UX perspective?
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This led to the development of our concept for new features: firstly, a helpful function within the reviews on our product detail pages, and secondly, a section called 'My Reviews' in the customer account.
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Users can highlight the most helpful reviews for others' purchasing decisions by using a 'Like' button.
Sorting reviews by relevance through the helpful feature
The 'My Reviews' section allows customers to see all their submitted reviews for various CHECK24 services in one place.
In this area, customers can, for instance, view the number of likes on their reviews or delete individual reviews.
This not only results in an improved user experience but also in greater transparency and increased trust in CHECK24 as a platform.
The visual design was carried out in close collaboration and almost daily communication with our UX Designer, Heinrich, using the prototyping tool UXPin.
'My Reviews' in the customer account
For the final approval to proceed with this project, we presented the concept to our founder and CEO, Eckhard Juls.
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In parallel with integrating his feedback, I engaged in intensive discussions with Tobi and Marcel from our Factory-IT team regarding the technical implementation.
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Implementing the helpful function across various CHECK24 products on their product detail pages proved to be relatively straightforward.
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For this, we defined technical specifications and design guidelines, which were communicated to the products.
Cross-product implementation
However, the challenge lay in how our central business unit could access the review information for the new 'My Reviews' section in the customer account.
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To address this, I collaborated with Product Managers from various CHECK24 products to determine the systems and tools they used to collect reviews, and how they processed and stored this information.
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After extensive discussions with Tobi and Marcel about my findings, it became clear that we needed to provide two different interfaces to the products to minimize the implementation effort for them.
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As a Product Manager, my task was to formulate our desired interface adjustments into Jira tickets and release them in collaboration with Marcel.
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Additionally, apart from creating a project Slack channel, I organized a cross-product info session where we informed all product contacts about the implementation phases and technical specifications, addressing their questions.
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Following this session, it was the turn of CHECK24 products to implement the necessary adjustments and provide us with the corresponding data.
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In case of issues or questions from the products during the implementation process, both Marcel and I provided supportive assistance to the contacts.
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Meanwhile, I worked with our Frontend Developers, Alice and Georg, to implement the new 'My Reviews' section in the customer account.
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My tasks primarily involved articulating all requirements comprehensibly into tickets and subsequently conducting testing for all use cases.
Together towards success
Nearly six months after the initial idea of delving into features related to our customer reviews, the 'My Reviews' section in the CHECK24 customer account has gone live.
"The journey up to this point was challenging but also incredibly educational and exciting for me as a Junior Product Manager."
The 'Feedback on Feedback' project was a significant shared success for the entire team, spanning from UX to IT and into product management.
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We recognized that it was difficult for customers to find or track their previous reviews. To solve this problem, we introduced the 'My Reviews' section in the customer account.
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I am proud to have contributed as a Product Manager in making reviews more useful for our customers.
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By introducing the helpful feature and the 'My Reviews' section, as well as other planned features as part of 'Feedback on Feedback,' we can maximize the full potential of reviews and further enhance user interaction with our platform.
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I look forward to working on this and other projects at CHECK24 to continuously improve the customer experience.
