Rebecca Cioni

Product Design & Research

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.

Excerpt of qualitatively coded comments.

Types of complaints identified by feedback analysis.

Reasons users disliked Krazy Glue feature.