Feedback API & UI: A collection of thoughts

Problems we want to solve

  • It is painful but important to categorize feedback
  • Some agencies get overwhelmed by the volume of feedback they get
  • Some agencies get overwhelmed when they try to classify & "tag" feedback
  • I want a summary of my feedback rather than having to read every last line
  • I need help prioritizing action items I extract from my feedback
  • I need help knowing when to take a comment seriously vs. when it is irrelevant

Product requirements

  • "I want to be able to mark a piece of feedback as read after I've dealt with it."
  • "I want to be able to compare feedback on Mass.gov to my application."
  • "I want feedback and analytics integrated" (e.g. "nos per 1000 sessions")
  • I need to be able to download my feedback so I can mess with in Excel
  • Some of my feedback might include PII & it needs to be securely maintained
  • I don't want to lose access to my feedback
  • I want to be able to categorize, tag, and organize my feedback
  • There has to be a good reason to use a browser UI vs. just downloading a CSV
    • Interactivity is a key feature of this product

It would be cool if...

  • I could see feedback categories by quantity
  • Feedback entered in another language was translated to English/my language so I could read it!
  • I could set all my filters and then export a CSV based on my filters
  • A machine tagged my feedback so I didn't have to
  • I could create my own custom tagging system and manage it that way
  • A machine learned my tagging system and acted as my administrative assistant

Tools

  • There are tools that will auto-categorize your feedback (Qualtrix)
  • There are form-building tools other than Formstack (Usabilia)
Last modified 1yr ago