Employee Feedback Without Interruption
42% above SaaS benchmark by changing direction that would block essential tasks
This was the first survey designed to collect feedback from workers at client companies using the product.
the problem
Product direction assumed visibility would drive engagement
Qualitative testing led to the assumption that higher visibility would increase participation.
Three approaches were tested:
popup
in-feed
Low visibility avoided interruption but was often ignored
Banner
Balanced approaches showed potential but lacked clarity
The Popup performed best in testing due to visibility.
the shift
Reframing the problem
Product direction was moving forward based on visibility-driven results.
In that moment, completing the task takes priority over responding to a survey.
I used messaging guidelines I created to support a direction where the survey could appear without blocking essential tasks.
I replaced the Popup direction with a banner that allowed the survey to appear without blocking tasks.
Workers can opt in or dismiss without blocking their task.
To reduce disruption, I introduced logic based on worker behavior.
Working within constraints
Survey triggered immediately after login due to legacy system
Legal disclaimer required
impact
Replacing the Popup with a banner reduced disruption and allowed workers to respond when it made sense instead of dismissing the survey.
15,213 responses collected
10% completion rate
42% above the 7% SaaS benchmark
Learnings
What I learned
Product decisions should reflect worker behavior, not just qualitative testing
How I grew
I became more confident in challenging product decisions using concrete use cases.
What changed
I shifted from treating data as direction to using it as input alongside how people actually complete tasks.