Website Feedback Tool: A new way to stress-free customer feedback

Relaxed website feedback tool representation

Working on new design drafts and website prototypes take a lot of patience and knowledge. When you consider the feedback part of the process it takes even longer. This is why you need a website feedback tool at your side to get you across the finish line.

Email threads, Slack chats, phone calls and meetings – that’s how the feedback is collected and managed. Well, managed? I guess managing feedback through all these channels is barely possible. But here’s the good news.

We are going to show you how to set up your design & feedback workflow for making feedback from colleagues and customers actionable and manageable again.

Drop your existing feedback tool. Here’s why.

Yes. I recommend dropping your existing feedback tool. (And if you don’t even know what I’m talking about, you’re probably only using a notebook, emails, Skype and Google spreadsheets…)

Because chances are little that it will fit into the workflow of your designers, developers, and customers.

Collecting feedback is (kinda) easy. Managing feedback isn’t.

Basically, collecting customer feedback on new design drafts or website prototypes is easy. At least it looks like an easy process. After designing your first draft or developing the first prototype, you start gathering feedback.

And your colleagues or clients may have a lot to say.

So with the feedback you’ve collected, you begin re-working your prototype until everybody’s happy.

Sounds easy, huh?

easy design feedback tool workflow

Most people begin to struggle when the collaboration part takes place. Especially when more than two people are involved in the design feedback workflow, streamlining the feedback to a centralized location is a must.

Otherwise, your colleagues and clients will report (more like throw) feedback the way they feel most comfortable. Which means Amy will email you, Tom Slack messages you, Jenny asks you to her desk and Brian schedule a 1:1 meeting for next Tuesday. Not ideal for productivity.

How to set up your feedback workflow. 8 Tips on managing feedback.

To avoid unstructured feedback, but at the same time keeping your workflow as simple as possible, here are 8 easy to comply ways to collect feedback both internally and externally.

1. The basics: Keep your feedback workflow transparent

Whether you’re a one-man web design show or a global digital agency, keeping your tasks transparent is a clear win. Not keeping your colleagues and clients in the feedback loop about ongoing tasks can end up in a lot of misunderstandings and troubles.

Try to keep every project member involved.

Make sure the visual feedback tool you are using can be easily accessed by others. If it has a sharable link that’s great. If you are on a system that needs a paying account to login, try to see if you can generate a guest view for the intermediate stakeholders.

2. Set up a browser-based user feedback tool

The key benefits of a browser-based user feedback tool is that you don’t need to download any files and you can collect feedback on the go without device or location limitation.

With Usersnap you get a tool that creates customized easy-to-use feedback widgets to add to your website or application. Or use the browser extension to create feedback tickets on any website! Take screenshots and make annotations, such as drawings, drag and drop text boxes and arrows, for visual communication and get comments across quicker. 

By making use of a browser-based feedback tool, installation and setup costs can be reduced to a minimum. No installation is needed on any device which makes it super easy for clients and colleagues to actually start giving feedback.

The website feedback solution from Usersnap offers you a great way to collect user feedback. Sign up now and start with your feedback workflow for free.

3. Embed a feedback button on your website. Avoid installation for clients & colleagues.

If your developers are already working on a web app prototype or website, I’d definitely recommend making use of the feedback widget. Here’s an example of how effortless it is to add a code to install Usersnap’s widget.

Usersnap widget configuration: how to install website feedback tool

After embedding a little JavaScript snippet (similar to the Google Analytics code) on your website or web app, a feedback button will appear on your web pages.

usersnap website feedbacl widget demo

4. Keep everybody in the loop and invite clients to your feedback tool.

When working on a web project, chances are high that you already have a project management tool set up for managing project tasks and deliverables. In most cases, you’re probably using this project management tool internally.

When managing & collecting feedback, I’d recommend not only using it internally (to share feedback between designers, developers and project managers) but also with your external clients and website users.

Opening up your list of feedback can help those that are submitting a new issue to view and check if the problem has already been reported. If you are using Usersnap, there’s the option to allow guest access, this provides an easily accessible view of the tickets status for your clients. Anyone can comment and view the discussion of each ticket to keep track of the progress.

Creating a vivid place where designers, developers, and clients discuss and collaborate on feedback is definitely the big win here.

Utilizing notification for new updates or changes is another way to make sure people are on the same page. No matter if you’re the one reporting a new idea, change request or simply leaving a feedback on your website, or if you’re the one responsible for fixing that problem. You’re automatically subscribed to new feedback updates for your relevant tasks.

Besides that, you can subscribe to any other feedback created in your project dashboard. By making use of this subscription features, you’ll get notified of new comments, changes or statuses via email and browser notifications.

dashboard showing conversations and user feedback

Ensuring open communication throughout your development and testing workflow will greatly increase the satisfaction of the final outcome.

5. Make your feedback tool as intuitive as it can be.

Different testing stages and different websites would not require the same info. The feedback important to you would therefore differ. You can set up your feedback tool to fit the various use cases with Usersnap.

User acceptance test widget

When testing your new website or proofing your design with clients, knowing who is the issue reporter and sorting out the types of problem are esstential to make the process efficient.

The example shown below has the most useful features of Usersnap widget, the screenshot and annotation functions, and the 3 relevant fields that users can simply fill in to send a feedback.

Visual bug tracking widget

If you are in the QA stage of your website development, assigning the issue to the right person to ensure tickets get resolves asap by the responsible individual is the priority. Save the extra step of going into the dashboard to do the assigning by selecting a different design layout. Track bugs visually and debug easily with Usersnap.

User feedback and idea collection widget

You may want to consider more text fields when gathering user feedback for the product design ideation phase. As users can describe their creative ideas and suggestions, or point out usability pain points, in more details. This will allow you understand more about the precise problem and need.

User experience feedback widget

When a project is testing and collecting user experience related items and feedback, you don’t over clutter your widget. If the experience makes the user feel good, the feedback should be very straight forward.

Use your preferred rater (thumbs, stars or emojis) to let users express their impression and opinion. When your feedback tool is intuitive and effortless to use, you will be able to unlock more feedback and get the best results.


6. Pro tip: Limit access for team members.

Having a feedback tool in place is just half the win.

If you have various projects set up within Usersnap, you might want to limit access for various projects.

For example, if you’re inviting external clients to your Usersnap feedback tool, you can limit their access to certain projects.

limited access to feedback tool

7. Pro tip: enable customer care features for external beta tests.

Besides feedback from colleagues and clients, you might want to start doing external beta tests for your new web app or website.

By activating the customer care feature inside Usersnap, there’s no necessity to invite all beta testers to your feedback tool.

customer care feature for beta testing

Beta testers can simply leave feedback on your website or web app with the embedded feedback widget. All comments (left by your developers or project managers in charge) can now be sent to your beta testers inbox which makes communication between testers and internal teams super easy.

Learn more how to set up Usersnap for beta testing and customer support.

Even after you launch your website or e-commerce shop, you can still continue to collect customer feedback. The voice of your customers will guide you on what needs to be improved and so you can make your website/store 100% awesome.

8. Pro tip: send feedback to your project management tool.

When integrating your feedback tools with other tools your team members are already using you can definitely boost productivity.

Especially when you have already a project management tool in place, it absolutely makes sense to connect Usersnap with your tool. (Here’s a list of supported tools for your feedback workflow.)

Depending on your team size, you might want to send the created feedback automatically or manually to your project management tool.

I’d recommend sending feedback automatically to your project management tool:

  • if you’re a small team,
  • if you do not want to collaborate with external users or clients on provided feedback
  • if you track all the information in your project management tool and don’t need an extra dashboard

I’d recommend sending feedback manually to your external tool:

  • If you’re a medium-sized (to larger) team collecting a lot of feedback
  • If you’ve invited external users or clients to your feedback tool
  • if you collecting feedback from beta testers

feedback tool settings for integrations

That was a lot. Do not over-engineer.

Wow. This was quite a lot of information on how to set up your feedback workflow. There are a lot of things to bear in mind when managing feedback.

And there’s one important lesson which you should not forget: You can set up a clear and easy to understand feedback workflow with a lean, browser-based feedback tool like Usersnap. But do not over-engineer. Never.

Depending on your team size, do not micro-managing feedback and the way how to collect it. Though it’s important to have clear guidelines and workflows in place when collecting feedback from colleagues and clients.

Make Feedback Matter.

Most companies lack an in-depth understanding of their customers. That’s why product decisions are often based on lucky guesses or gut feelings. Only your users have the answers. We help you to start listening.

Want to schedule a session with one of our customer feedback experts?

Contact us here!