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#Data-Analytics #Case Study

Set up and manage your Usabilla account (feedback, campaigns, pop-ups..)

Usabilla is part of the UX stack and is mainly used to gather feedback and improve the experience in P4. It also offers tools to better understand our audiences and/or to drive people to action.

Usabila is not the global tool for managing feedback, campaigns and pop-ups for the Planet4 project anymore. In January 2020, Usabila has been replaced by Hotjar as the global tool to analytics & feedback that gather quantitative & qualitative data.

Install Usabilla 

Usabilla is a 3rd party tool, and the connection with your P4 site is made via Google Tag Manager, with a javascript Tag.

[Check here the instructions on how to install the button]

If you don’t have access to Usabilla, please contact the Planet 4 Team to create and set up your account. 

What Usabilla does (video)

Click here on on the image below to watch a demo by Nikos, from Usabila.

Access and manage your account

We have a global Greenpeace Usabilla account, for all the “Feedback” buttons. The P4 team will support you in creating your buttons and giving you access to the proper ones.

Once the P4 site is live with a Feedback button, you can login at http://app.usabilla.com/ (to get your account, contact the P4 team), where you can analyse what your users think about your P4 site.

Workflow & roles

If you are just starting with Usabilla or want to improve the way your office is working with the tool it’s important to define a workflow and assign roles. This will help you to better manage your account, collaborate efficiently with your team, setup plans and extract valuable insights.

Here’s what you should be doing to properly manage your account: 

Take a look at the diagram below and find out how your team could be interacting with the tool:

Tips to manage your account

Feedback buttons (passive feedback)

Also referred to as passive feedback, a feedback button is a sticky (or floating) button on the screen. Using this tool, visitors can either point out specific areas in a page to give feedback to by highlighting and screen-shooting it (specific feedback) or give generic feedback to the entire page.

These buttons are great tools to collect:

Define your goals

What do you want to achieve? Greenpeace International, for example, is using Usabilla Feedback Button to enable users to provide qualitative feedback on each page of the P4 website, facilitate bug reporting, integrate user stories and facilitate population of backlog (JIRA).

Create your forms

  1. Go to your setup page and edit the feedback form:
    Make sure you are using the same questions to Desktop and Mobile buttons.
  2. Create your feedback form: select language, type of visual feedback and the elements you want to use.
    You can also use a dropdown field as a condition for new questions:
  3. Edit the elements to define field name, empty value and auto labels:
    Please, follow the international labelling system.
  4. On the next steps, you can also edit your intro screen and your exit screen. Don’t forget to write a nice thank you message to your supporters.

  5. You can also go back to the setup page and add a custom form. This could be used for a specific feedback form or a version in a second language.
  6. Don’t forget to define the targeting conditions of the custom form:

Improve your forms

  1. Enhance your toolkit with our integrations
  2. Auto-labelling: categorise your feedback so you can quickly identify which feedback is relevant
  3. Set automated emails: You can notify the appropriate staff or team responsible for bugs, compliments, checkout issues etc.
  4. Case management: make sure your colleague sees a crucial piece of feedback & assign it a priority
  5. Public API: push all Usabilla data to your custom dashboards
  6. Key Insights: have a clear overview on the key insights regarding anomalies.

Organize and Label feedback

Organizing feedback into categories right away (suggestion, compliment, bug) makes processing and sorting smoother, allowing the P4 team to focus on consolidation and turn feedback into reports and stories to further explore. Since the last field allows generic text, we may use text-analysis tools to go through data and then draw patterns from what users are telling us.

Feedback should always be labeled. Once a piece of feedback has been processed, it is archived in Usabilla. This helps to keep the dashboard clean and allow new inputs to come in.

But remember you should not remove labels before moving feedback to the archive.

It depends on the label and type of feedback. Below are the current labels and what each means:

Organize feedback (Video)

 

Campaigns (active feedback) 

Usabilla refers to “campaigns” as tools to actively ask visitors for feedback. This feature offers great engagement potentials, allowing targeting pop-up campaigns to ask specific questions (e.g. Survey) or for Call To Action (e.g. Slide-out CTA)

 

Plan your Usabilla Campaign


Usabilla campaign types

>> Slide out survey

 

>> Full-Screen Survey

 

>> Recruit participants

 

>> Boost Feedback

 

 

 

Targeting options

 

Schedule your campaign

You can schedule your campaign to start or end in a specific date, after a specific number of responses and also not to bother users more than once!

 

Campaign takeaways

 

Examples of Usabilla Campaigns

Check more examples in this document (Internal Use Only)

 

Usabilla Integrations

 

 

Links, Resources & Contacts