Results

My work boosts user satisfaction and retention. It lowers support volume and reduces time-to-resolution of support tickets.

SurveyMonkey logic

Challenge

SurveyMonkey logic—which skips, hides, or changes survey content based on certain conditions—was super confusing. It didn’t work with randomized questions or pages. Logic on a page nullified logic on a question. It wasn’t possible to skip respondents from one question to another on the same page of a survey. All of these things were obstacles that made the feature too hard for so many users.

My Solution

The designer and I reviewed support cases, looked at competitor products, and agreed that we’d have to use content to guide people through challenges. I did pair-writing with a SME from the HC team who had worked in Support.

Results

Our solution was to show contextual guidance at the moment users need it. And success with logic went from 22% during a benchmarking test to 95% in a recent test.