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 which influenced my product partners to reconsider their approach to this feature.
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Artifacts
- Feedback Analysis
Excerpt of qualitatively coded comments.
Types of complaints identified by feedback analysis.
Reasons users disliked Krazy Glue feature.