MY PROJECTS

Below I briefly present some of the projects I worked on during the 4+ 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

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

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

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