EchoLeaf
A dynamic feedback portal specifically designed for frontline staff to drive organizational excellence through consumer insights
Duration
10 Weeks
Nature of the project
Personal Work
Year
2024
Type
UX/UI Design | Service Design | Web Design
Role
Researcher, UX/UI Designer, Service Designer
Tools
Figma
01
Problem Statement
Mid-tier tea beverage companies in China are facing market saturation, which has resulted in store closures and a decrease in market share. A major challenge identified is the need for effective internal feedback mechanisms. This disconnect between frontline staff interacting directly with customers and the organizational strategic levels hinders the ability to quickly adapt to changing consumer preferences. As a result, these companies are losing their competitive edge to more responsive competitors.
02
Proposed Solution
Introducing "EchoLeaf," a dynamic feedback portal for frontline staff with the tagline: "From Leaf to Cup, Every Voice Matters," emphasizing the value of each staff member's input. EchoLeaf categorizes feedback into Simple and Complex, allowing quick resolution of common issues with system-suggested responses and capturing detailed input using voice-to-text technology. An automated backend system analyzes and organizes feedback, distributing actionable insights through weekly reports to all departments. Staff can track the status and impact of their feedback and receive recognition and rewards, such as "Feedback Champion" and "Voice of Change," for their valuable contributions.
03
Value
EchoLeaf transforms customer interactions into valuable data, improving decision-making, employee engagement, and customer retention for mid-tier tea beverage companies. It enables rapid identification of consumer preferences, agile product adjustments, and reduced excess inventory. By involving employees in feedback and acknowledging their contributions, EchoLeaf boosts job satisfaction and reduces turnover, leading to better financial performance through higher satisfaction and efficiency.
