Case Study: The Loop Gathers Insights For Their Redesign
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Case Study: The Loop Gathers Insights For Their Redesign

on / by Sabina Idler

  • We are constantly pushing updates and new features to our site. Usabilla offers our community an instant feedback mechanism so they can tell us what they’re loving and what we need to improve on any part of the site.

— Leanne Hammill, Marketing Manager at The Loop

The company The Loop

Industry: All creative
Using Usabilla Live Since: July 2012

The Loop is Australia’s largest online creative community, with 120,000 unique visitors a month. The website offers a targeted place to find creatives, companies and collaborators, as well as advertise and search creative jobs, courses and shared workspace.

The Opportunity

The Loop is about to embark on an ambitious redesign, with focus on both the aesthetic design and the usability of the site. Before coming up with new ideas and a new design however, the team behind The Loop was eager to get under the skin of the site and find out what was working well and what was causing frustration.

They want to make their users’ experience as effortless and enjoyable as possible. Therefore it is essential to understand how people use the current functionality and what they would like to see improved.

Leanne Hammill, Marketing Manager at The Loop, first came across Usabilla Live on the website of The Amazings, which also features the Live feedback button. Leanne clicked the button out of curiosity and was instantly fascinated by its simplicity and ease of use. By the following day, The Loop had installed the button on their own site, asking their community for honest feedback.

The Solution

The Loop is constantly pushing updates and new features to their site. Usabilla gives their community an instant feedback mechanism to share what they’re loving and also report the things that need to be improved. Leanne explains that they “have had an incredible response so far and have collected extensive feedback from the community.” Everyone has found the tool super easy to use and navigate. There have been very few customer service enquiries, which allows The Loop to instantly get to analysing their feedback responses.

Usabilla gives their community an instant feedback mechanism.

Usabilla Live offers Leanne and her team lots of important information, without bugging the user. Besides the visual feedback, Usabilla Live also captures things like browser versions and operating systems, important bits of information for their developers.

The Loop aims at giving their community an exceptional customer experience. Part of that involves having an open communication channel while the user is browsing on the site. Having the easily accessible Usabilla Live button on the site means that the user is only ever a click away from getting in touch with The Loop. It’s much easier than sending an email or writing a support ticket.

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Article by

Sabina Idler

Sabina was technical writer & UXer @Usabilla for 5 years before she started her own UX research and consultancy firm; UXkids. With UXkids, Sabina leverages her academic research expertise, know how in child development, and strategic vision to help companies build successful digital products for children. You can connect with Sabina on Linkedin or follow her on Twitter.

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