Expedia Qualitative Feedback Analysis. User insights on the fly.
Expedia users were unhappy with the launch of a new feature ("Krazy Glue"). In order to help understand the causes of their dissatisfaction, I analyized the feedback users had sent us in the two weeks after launch. I used qualitative coding to score reoccuring themes, phrases, and keywords in the feedback. Using these scores, I was able to playback a story about why our users were so upset and influence my product partners to reconsider their approach to this feature.