A better way to understand and serve Norton customers across different products.
Product DesignMobile & WebCustomer Support
Challenge
There was no clear direction on how to get help from Norton Customer Service for problems with the products, so many users went to Google Play Rating to complain about their issues instead.
This was taking a toll on overall app ratings, and users weren't being properly helped, since Google Play wasn't meant for troubleshooting or Q&A.
The old Norton feedback web page was lengthy and unresponsive, making it unusable on mobile devices.
The enhanced feedback flow had to work consistently across 7 different Norton apps.
Users
Norton App User
Hits a problem with a Norton product and needs a clear path to get help, without resorting to a public app store review.
My Role
Mobile & Portal UI/UX Design Lead: owned the feedback and rating experience end-to-end across 7 Norton apps and the responsive web portal, redesigning both the in-app flow and the legacy feedback webpage.
Design and Product Decisions
Built a single Feedback & Rate Us flow reused identically across all 7 Norton apps, so users got the same clear path to help no matter which product they were in.
Added partner scenario handling and a side panel, routing complaints to the right support path before a user ever considered leaving a public review.
Redesigned the old unresponsive feedback webpage into a fully responsive page, fixing the exact reason mobile users couldn't get help.
Results
4.73 All-Time High
Weekly average Google Play rating, one month after launch.
5x Rating Volume
Increase in weekly rating volume within one month of launch.
4.6 Total Average
Across every app using the enhanced feedback flow.
7 Norton Apps Unified
One consistent feedback experience across the whole product line.
