Social mention analysis

The decision to focus on redesigning the pick-up flow resulted from a social mention analysis coupled with considerations on ROI.

I did a social mention analysis to identify issues in the user journey and potentials for business growth. The analysis was based on user feedback data collected from in-app NPS score ratings, app store ratings and social media. These data were analyzed by a artificial intelligence service as this enabled me to find patterns in the large amounts of social data.

The results from the social mention analysis highlighted the pick-up flow as one of the main problem areas. Together with the CEO and CTO, I decided to go ahead with a redesign of this problem after assessing the potential gains on KPIs and the cost of improving essential parts of the pick-up.

The artificial intelligence service also helped identify pains related to the pick-up process, which I could use as a starting point.