Reputation Management
This project is about Reputation Management module within a larger CRM suite in restaurant management platform. Out of three core CRM pillars (Customer Acquisition, Customer Retention, and Reputation), this module specifically focuses on consolidating and presenting an outlet's online standing and customer feedback. The goal was to transform diverse data streams into a single, intuitive interface, empowering restaurant owners and managers with actionable insights to enhance customer satisfaction and proactively manage their brand reputation.
Client:
Restaurant Owner
Date:
February 3, 2025
Type:
SAAS Website
Role:
Product Designer
🎯 Objective
To design a user-centric module that serves as the central hub for an outlet's online reputation within CRM system. This involved consolidating fragmented customer feedback and online review data to enable immediate insights, foster proactive engagement, and address pain points for effective reputation management and overall business improvement.
🛠 Tools & Approach
Figma for responsive design layouts
Iterative feedback loops with product/dev teams
Focus on designing for scalability and accessibility
💡 Why It’s Good UX
Integrated CRM Component: Seamlessly fits into a broader CRM strategy, specifically empowering users in the critical "Reputation" phase of the customer journey.
User-Centric Consolidation: Designed after extensive user research, it brings all critical reputation-related information (ratings, reviews, social media sentiment) into one place, eliminating the need to navigate multiple platforms.
Actionable Insights: Features like "Action Insights" directly translate raw feedback into clear, prioritized actions, guiding users on what to do to improve their reputation and operational performance.
Clear Visual Hierarchy & Data Visualization: Complex reputation data is presented using intuitive charts, color-coding, and strategic layouts, making it highly scannable and digestible for busy users.
Proactive Reputation Management: Enables real-time tracking of sentiment and direct engagement with customer feedback, fostering a proactive approach to building a positive brand image and strengthening customer trust.
🌟 Key Highlights
Dedicated CRM Module for Reputation: A core component alongside customer acquisition and retention, ensuring a holistic CRM approach.
Unified Rating & Review System: Aggregates ratings from Google, Swiggy, Zomato, and internal data, alongside detailed customer feedback.
Sentiment Analysis & Action Insights: Translates raw feedback into an overall sentiment score and provides specific, actionable recommendations for reputation and operational improvements.
Comprehensive Social Media Analytics: Integrates key metrics like followers, reach, impressions, and engagement for a holistic view of online brand presence, crucial for reputation.
Customer Preferences & Pain Points: Clearly highlights "What Customers Enjoy" and "Improvement Areas" to guide strategic decisions directly impacting customer perception and loyalty.