Real-Time User Feedback Using Trigger-Based Surveys

One of the most important elements throughout the design process is capturing direct user feedback in a timely manner; however, conducting user surveys can often be problematic and flawed. Requesting feedback on a user’s action or experience with too much time in between will not yield the most accurate results. A better approach are trigger-based surveys sent immediately following a specific user action to capture real-time comments and yield more timely and accurate responses. This can lead to improvements and features that will be better received by users. At Roku, we focus our user experience on simplicity and ease-of-use. Our UX team regularly evaluates new features and experiences to meet the evolving needs of our highly engaged users. Roku implements trigger-based surveys based on a particular user experience or action to evaluate potential changes, collecting real-time user data and creating improvements where users want them most.