Whereby offers two elegant video calling solutions: a standalone product for individuals and small teams, and an embeddable product for seamless integration into other services.
Session Ratings is a lightweight feedback tool that captures user sentiment after a call, helping customers track performance and uncover insights to improve their experience over time.
This opportunity surfaced when an enterprise customer expressed the need to pinpoint which participants had experienced issues - and during which calls.
I found similar needs expressed by multiple customers from various industries. This revealed a broader opportunity: to design a scalable, customisable feedback loop that’s easy for customers to deploy and effortless for users to complete.
I designed an early prototype centered around a repeatable rating mechanic. It aimed at learning from dissatisfied users while swiftly progressing satisfied ones.
Users giving a low rating (1–3 stars) were prompted to select from a list of potential issues. For edge cases where issues weren’t so clear-cut, free-text allowed for more nuanced feedback. In the prototype the mechanic appeared twice: once for call quality and then again for host quality.
To make the feedback actionable, I needed an area that aggregated the feedback for that customer. It displayed the relative scores alongside a breakdown of common issues flagged by unhappy users.
Customers could drill down into individual sessions—cross-referencing feedback with conditions like browser type or network stability to understand a user's environment.
The prototype revealed a significant insight: while customers were enthusiastic about Session Ratings, each approached host feedback differently. Some needed industry-specific tags, others wanted dynamic flows based on user maturity.
Rather than over-engineer a solution too early, we made the strategic decision to de-scope host feedback and focus on delivering a streamlined, broader valued experience. Host feedback remains on the roadmap, backed by real-world demand and early validation. When we return to it, we’ll do so with clarity, confidence, and customer input already in hand.
