The Widening of Kayako’s Moat with Interface Revamp

Last year we drastically revamped our user experiences at Kayako. We made our customer and consumer-facing apps much simplified and easier on the eyes. The goal of this entire Kayako redesign was to make our interfaces more accessible and conversational for our current and potential customers.

Overall design feedback we received after this rollout was really positive. We made a big jump in our Net Promoter Score results.

Results

Below are NPS stats after new design rollout.

Promoters —— 47 %
Passives ——— 40 %
Detractors —— 13 %

Validation

Below are few validations we received in our Slack #nps channel, after new interface rollout:


[//]: # (NPSBot app comments submitted after 2017-12-11)
[//]: # (Interface & UX specific)
---Submitted: 2017-12-11 12:04:36
Role: AGENT
Customer: ********
Score: 9
Reason:
>Intuitive interface, nice mobile app.
---Submitted: 2017-12-11 15:32:17
Role: OWNER
Customer: **********
Score: 8
Reason:
>UI & Usability
---

Submitted: 2017-12-28 13:05:56
Role: ADMIN
Customer: *********
Score: 8
Reason:
>Snappy interface
---Submitted: 2017-12-28 13:21:41
Role: AGENT
Customer: *********
Score: 8
Reason:
>The new UI and user experience.
---Submitted: 2017-12-28 16:35:46
Role: AGENT
Customer: *******
Score: 9
Reason:
>Easy to manage conversations
---

Submitted: 2018-01-08 19:29:59
Role: OWNER
Customer: *********
Score: 7
Reason:
>Ease of use and features
---Submitted: 2018-01-09 22:24:04
Role: AGENT
Customer: **********
Score: 10
Reason:
>ease of use
---

Submitted: 2018-01-15 07:41:17
Role: OWNER
Customer: *****
Score: 8
Reason:
>Easy to use
---Submitted: 2018-01-17 18:37:41
Role: OWNER
Customer: *******
Score: 10
Reason:
>UI is great, and social feeds are really good too
---Submitted: 2018-02-07 16:10:41
Role: AGENT
Customer: *********
Score: 6
Reason:
>I like the set up and layout of it. Very easy to find everything.
---Submitted: 2018-02-15 21:44:43
Role: OWNER
Customer: ******
Score: 10
Reason:
>Ease of use
---Submitted: 2018-02-16 15:26:03
Role: OWNER
Customer: ***
Score: 8
Reason:
>Easy of use, clean design
---Submitted: 2018-02-20 03:00:47
Role: OWNER
Customer: *******
Score: 10
Reason:
>Fast simple and powerful software ever
---Submitted: 2018-02-25 10:16:50
Role: ADMIN
Customer: **********
Score: 10
Reason:
>It just works, and that what would make any customer, not fancy features or so, but a working product.
---Submitted: 2018-02-26 04:14:57
Role: OWNER
Customer: ******
Score: 10
Reason:
>UI
---Submitted: 2018-03-04 09:11:54
Role: OWNER
Customer: ******
Score: 10
Reason:
>Easy to use
---Submitted: 2018-03-06 20:16:56
Role: OWNER
Customer: ********

Score: 8
Reason:
>Usability
---Submitted: 2018-03-09 16:42:06
Role: OWNER
Customer: ********
Score: 8
Reason:
>Good UX
---Submitted: 2018-03-11 02:24:31
Role: AGENT
Customer: ******8
Score: 7
Reason:
>Easily accessible and efficient.
---Submitted: 2018-03-26 07:19:00
Role: ADMIN
Customer: ****
Score: 9
Reason:
>Versatility and intuitive design
---Submitted: 2018-04-09 08:55:31
Role: AGENT
Customer: ********
Score: 7
Reason:
>simple but effective

---
Submitted: 2018-04-17 22:40:19
Role: ADMIN
Customer: **********
Score: 10
Reason:
>easy
---Submitted: 2018-04-23 23:53:18
Role: OWNER
Customer: ************
Score: 10
Reason:
>sleek, gets the job done
---Submitted: 2018-05-02 13:38:39
Role: AGENT
Customer: ********

Score: 10
Reason:
>The interface is so darn clean! Everything is very intuitive.
---Submitted: 2018-05-07 07:17:35
Role: AGENT
Customer: *******
Score: 8
Reason:
>It runs smoothly
---Submitted: 2018-05-11 12:22:54
Role: OWNER
Customer: ***********
Score: 8
Reason:
>Ease of use
---Submitted: 2018-05-17 06:43:52
Role: AGENT
Customer: ***
Score: 10
Reason:
>It is easy and simple
---Submitted: 2018-06-01 07:01:30
Role: AGENT
Customer: *********
Score: 7
Reason:
>accessibility

Conclusion

Overall NPS up by 62%. The feedback we received from our customers was the best motivator for our team and validation of all the hard work that we’ve put in.

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