App Reviews

Leveraging advanced natural language processing firms can automate reporting on all conversations – mobile reviews, complaints analysis, Glass Door, Trust Pilot, giving a company an unrivaled ability to understand consumers’ wants from digital products and journeys. For example, the bar charts below quickly surface the most connected features, as indicated on the X-axis (Inter-Cluster Connectivity) of the experience are at the core of the experience and are also the most negative. In terms of prioritization speed of the app should be the main focus. Wait times seem to be the most central area of concern for clients. The sentiment breakdown of the sample is 57% Negative, 23% neutral, and 19% positive.

 

Additionally, network analytics and natural language processing show how app features i.e. “clusters” are connected or disconnected to one another (indicated by the different colors), as well as the core features that users mention as a concern and or value.

End Result

  • Cost savings - 2-3 people can do the work of 20 personnel, which is equal to 2.7m @$150-200k per person.

  • Higher precision with less complexity i.e. tax of managing and communicating with large teams and multiple people.

  • Reduction of analysis from weeks to real-time/minutes.

  • More focus on higher-level more creative/strategic work V low-value task-based outputs

  • Holistic understanding of systemic drivers of outcomes. For example, speed is paramount to a great UX (Page 3).

  • Less biased. Machines are consistent across thousands of data streams.

  • More context to inform product decisions and investment V gut feeling and various legacy heuristics.