Reviews Presence Score
A clear, standardized measure of review performance built for enterprise scale
Overview
Enterprise brands manage large volumes of customer reviews across many locations, platforms, and teams. While detailed metrics were available, teams lacked a clear, defensible way to answer a basic question: how well are we doing right now, why are we there, and where should we focus next?
Without a standardized signal, performance was difficult to compare across locations, communicate to leadership, or track consistently over time. Reviews Presence Score was designed to address this gap by translating complex review data into a single, trusted measure of performance.
Solution
Reviews Presence Score is a performance signal that summarizes review health using transparent inputs and contextual benchmarks. Rather than replacing detailed metrics, the score provides a clear entry point—helping teams quickly understand current performance, compare against peers, and identify where deeper analysis is needed.
The experience emphasizes explainability and context, ensuring teams understand what contributes to the score and how it should be interpreted in real decision-making.
Role & Scope
I led Reviews Presence Score end-to-end, spanning problem framing, research synthesis, interaction design, and validation. It involved close collaboration with Product, Engineering, and Research to deliver a defensible performance signal within a broader enterprise platform.
Design Focus
The work was guided by principles shaped by enterprise needs and platform constraints:
- Explainability before simplicity - Scores needed to earn trust, not just summarize data.
- Context creates meaning - Benchmarks and relative comparison were essential.
- Signal over noise - The score provided clarity without replacing detailed analysis.
- Consistency at scale - The experience had to work across large, multi-location organizations.
Outcomes
- Replaced fragmented review metrics with a clear, trusted performance signal.
- Enabled faster performance assessment and clearer communication with stakeholders.
- Helped reduce renewal risk by making review value easier to explain and benchmark.
Key Learnings
Designing a performance score reinforced that simplicity alone is not enough. Clear signals only create value when they are interpretable, contextual, and aligned with how teams evaluate success and take action.
About This Case Study
Due to NDA constraints, detailed research findings, design explorations, and final interfaces are not shared publicly.
The full case study is available via password. If you’d like access, feel free to reach out at sehgal.naman@gmail.com.