REFRESHING An OUTDATED REVIEW FLOW

The review flow in the Etsy iOS app hadn’t been updated in several years, well before I had joined, and wasn’t leading users to leave quality reviews.
So we completely redesigned it, shifting to a multi-step process with a more conversational style.

OLD REVIEW FLOW

Through research, we learned that reviews are most helpful when they contain text, a photo, and cover multiple topics.

So we set out to design a flow that would increase the likelihood that we would get those things, without decreasing the amounts of reviews we’d get.

I worked closely with the designer and PM throughout the process, from ideation to launch, iterating based on feedback from stakeholders and research.

UPDATED REVIEW FLOW

This new review process, seen above, increased both the average number of reviews submitted, and the amount of people who submitted a review with text. It also gave us sub-ratings for item quality, seller communication, and shipping, for future use.