Projects

Jette Wiborg-Andersen

MY PROJECTS


Below I briefly present some of the projects I have worked on during the past three years of working in the Trustpilot Trust & Transparency organisation. A great deal of the projects include confidential material that I can't present here, but I can discuss these projects more in person.


One vital aspect of my work is how I get from A to B which will be almost impossibble to demonstrate here in an eatable manner, but I will love to demonstrate in a presentation.

Trustpilot Legal website


The Trustpilot Legal website was embedded in another website and needed to live in its own instance. Second there was an urgent need to improve navigation on the site as it was non-existing. Finally, the visuals needed an update to the new Trustpilot brand identity.


Main optimisations:


• Sticky navigation side bar with easy access to all documents

• Sorting documents in user groups not document type

• Adding welcoming page with human touch

GOAL


Updated visuals to new brand identity and easy navigation in documents



MAIN USER GROUP


All


legalsite_sketches
legalsite
legalsite_document

Business Activity Page


Businesses not only collect and display reviews on the Trustpilot platform they also interact with the reviews and reviewers. Businesses can reply to reviews, get to know the reviewers by having a dialogue with them, flag them for violating the guidelines. But none of this information is available to the consumers.


The business activity page was the first step towards being more transparent about how businesses act on the platform. And the beginning was displaying businesses flagging behaviour.


• Make businesses flagging behaviour public

• Provide more comprehensive image of businesses to consumers

• Aliquas veniam ercation veniam.

GOAL


More comprehensive information to consumers about businesses on the Trustpilot platform



MAIN USER GROUP

Consumers



METHODS


Sketching, prototyping, consumer interviews,  business user interviews, stakeholder management, UX & UI design

activity page

Zendesk app for category requests


When Trustpilot introduced a new category taxonomy the number of new requests exploded. These requests were handled in Zendesk, a customer management system. The existing process required Q&C agents to enter a different system to search for and add each individual category request manually. To optimise this flow we build an app that allowed the agents to handle the request fast and efficiently directly from within Zendesk.


Main optimisations:


• One click solution to solve category requests directly within Zendesk

• Improved handling time with 90 %

• Reduced the error rate to 0

GOAL


Optimisation of the flow for handling category requests and reduce the risk of human errors.



MAIN USER GROUP


Q&C agents



METHODS


Sketching, prototyping, usability testing, stakeholder alignment, UX & UI Design

categoryChangeApp_sketches

Find Reviewer


Find Reviewer was a feature that was developed to reduce the workload on Q&C agents, but was facing the business users of the Trustpilot platform.

Research revealed that often the businesses just wanted to have a dialogue with the reviewers that was unknown to them, but they didn't have that option and therefore they could only report the review. We developed and tested a concept where the business users could reach out to the reviewer directly from the business product without Trustpilot sharing the reviewers contact details. 

Concept testing included both businesses and consumer to evaluate the level of engagement from all parts. 


Main optimisations:

• Adressed both a business and customer need

• Most consumers engaged in the dialogue thereby adding value for businesses

• Reduced the number of this report type with 75%

GOAL


Reduce the number of reported reviews by facilitate communication between businesses receiving reviews and the consumers writing those reviews.



MAIN USER GROUP


Business Users + Consumers



METHODS


Concept design, concept testing, storyboarding, engagement testing, focus groups, user interviews, sketching, UX/UI design


findReviewer_storyboard
findReviewer_businessProduct
findReviewer_consumerLandingPage