GoFood Search
Feedback System
Feedback System
When users' search queries yield no results in GoFood, we implemented a feedback system to capture their unfulfilled needs directly within the app. This initiative addressed a critical gap in understanding our users' search experiences and intentions.
Previously, users resorted to sharing feedback through social media or app reviews, making it difficult to gather comprehensive information or conduct follow-up investigations. With millions of search queries and varying user intentions, we needed a more structured approach to capture and analyze user feedback.
As the UX Writer, I developed copy encouraging users to clearly articulate what they're looking for when searches yield no results. This in-app feedback system creates a direct channel between users and GoFood, enabling us to understand better and address search experience issues.
I partnered with Gojek Vietnam Writer to successfully launch the feature in English, Indonesian, and Vietnamese. This system now provides GoFood with valuable, actionable feedback while giving users a dedicated channel to share their experiences and suggestions for improvement.