BBVA app feedback survey
Design and development of a adaptive templates for BBVA's app NPS scoring.
Role
As part of the Opinator team, I was deeply involved at the beginning of 2018 when the BBVA app was facing major fixes and iprovements, such as facial ID recognition, digital transactions, and voice recognition. However, they needed to gather data from customer's interactions to identify pain points and develop an efficient app performance.
Date
Feb 2018
In compliance with the non-disclosure agreement I signed back then, I have omitted sensitive data and obfuscated figures. All information in this case study is my own and does not reflect the views of BBVA nor Opinator.
The task
The purpose of the project was to measure customer satisfaction, after carrying out banking operations, by creating a simple to use and intuitive layout that could be cloned as much as the client desired, while effortlessly adjusting the content. It was crucial to work on an integration that can let the forms pop-up in several instances through the app, to measure the latest features developed in the past years.
An entire “rating and scoring” UI interface was crafted, from concept to development, which included NPS sliders and stars rating elements, text boxes and inputs, using BBVA’s design system as our north star.
BBVA: a digital experience leader
It was exciting to play a key participation in this change as Opinator and BBVA gained momentum and their partnership is still on-going, expanding this NPS scoring and new UI to other countries in South America and Turkey.
My role was a broad one taking in graphic and interaction design, prototyping and illustration, the most notable part of this being in helping develop a graphic and interaction language which would go on to be used by millions of people everyday.
Part of the template and UI proposal made for this project.
If you’re a BBVA client, you will see these forms popping up on your screen after executing a transaction, sending a Bizum, or acquiring a digital product on BBVA’s app in Spain.