After the initial release of Pingvalue, a challenge related to the review functionality in the app was identified.
Although many users visited stores and restaurants recommended through the platform, the number of reviews written about these experiences was low.
This affected the credibility of the recommendations and made it difficult for other users to make informed decisions about where to go.
Unsatisfactory Metric: Low Number of Reviews Written
The number of reviews written for recommended stores and restaurants on the platform was less than 5%, indicating that the majority of users did not provide feedback on their experiences.
To better understand the reasons behind the low number of reviews written, Pingvalue conducted user-focused research. Surveys and interviews were conducted to collect feedback and opinions from users.
The main problems were found to be:
Lack of Incentives: Users did not see a clear incentive to take the time to write a review after visiting a recommended place.
Cumbersome Process: The process for writing a review was perceived as complicated and time-consuming, which discouraged users.
Based on the identified issues, the Pingvalue team formulated the following hypothesis:
By implementing a review incentive system, simplifying the writing proces the number of reviews written will increase.
Action Taken:
To address the issues and improve the number of reviews written, PingValue took the following actions:
Incentive System: A reward system was implemented for writing reviews, such as loyalty points or discount coupons for future visits.
Streamlined Process: The review writing process has been redesigned using the powerful Google Cloud Vision API tool. Now, when users want to write a review, they can simply take a photo, it recognizes the image and automatically fills in the Product Name, Brand, Tags and Category fields and the user only has to write their experience with the product or service.
This makes the process of writing the review much easier and faster for users.
After implementing the actions taken, the results were as follows:
Increased Number of Reviews Written: The number of reviews written for recommended stores and restaurants increased significantly to 15%, indicating a substantial improvement in user engagement.
Increased User Engagement: Users began to write reviews more actively after visiting the recommended places, with Google Cloud Vision API, as it was curious at the time and it was an encouragement for users since they played to see if the Google API recognized the image.