Whereby offers two elegant video calling solutions: a standalone product for individuals and small teams, and an embeddable product for seamless integration into other services.
Session Ratings is a lightweight feedback tool that captures user sentiment after a call, helping customers track performance and uncover insights to improve their experience over time.
This opportunity surfaced when an enterprise customer expressed the need to pinpoint which participants had experienced issues—and during which calls.
As I explored further, I found similar needs across multiple customers in different industries. This revealed a broader opportunity: to design a scalable, customisable feedback loop that’s easy for customers to deploy and effortless for users to complete.
I designed an early prototype centered around a repeatable rating mechanic. It aimed at learning from dissatisfied users while progessing the satisfied ones.
Users giving a low rating (1–3 stars) were prompted to select from a list of potential issues. For edge cases where issues weren’t so clear-cut, free-text allowed for more nuanced feedback. In the prototype the mechanic appeared twice: once for call quality and then again for host quality.
To make the feedback actionable, I included a dashboard that aggregated the feedback for the customer. It displayed the relative scores alongside a breakdown of common issues flagged by unhappy users.
Customers could drill down into individual sessions—cross-referencing feedback with conditions like browser type or network stability to understand a user's environment.
The prototype revealed a significant insight: while customers were enthusiastic about Session Ratings, each approached host feedback differently. Some needed industry-specific tags, others wanted dynamic flows based on user maturity.
Rather than over-engineer a solution too early, we made the strategic decision to de-scope host feedback and focus on delivering a streamlined, broader valued experience. Host feedback remains on the roadmap, backed by real-world demand and early validation. When we return to it, we’ll do so with clarity, confidence, and customer input already in hand.
Feel free to pop me an email at calvinmarkbowen@gmail.com.
I look forward to hearing from you!
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