SaaS CXI Platform I B2B2C I Hospitality
Increasing ARR by 7.21% the 1st month
Establish an all-in-one platform that captures social media sentiment and uses AI to automatically generate responses in the brand's voice
BACKGROUND: Tattle is a Customer Experience Improvement (CXI) platform tailored for the hospitality industry. It enables restaurants to aggregate and collect actionable feedback data through automated surveys, integrating with POS systems, social platforms, loyalty programs, and more. Tattle drives operational improvements for industry leaders such as MOD Pizza, Chili’s, Blaze Pizza, Hooters, and many others.
2024
DURATION: 4 Weeks
PLATFORM: SaaS CXI B2B2C Web App
ROLE: Founding, Lead Product Designer, Tattle Inc.
SKILLS & METHODOLOGIES:
Information Architecture, User Interface, User and Stakeholder Interviews, Workshops, Requirements Gathering, Usability Tests, Card Sorting, ADA, Design Systems
TOOLS & FRAMEWORKS:
Figma, Confluence, Jira, Pendo, Vuetify, eCharts, Material Design
PROBLEM:
General Managers struggle to track and respond to guest sentiment across platforms like Google and Yelp. Manual processes are time-consuming, and since guest feedback impacts their performance, they needed a way to address reviews efficiently while maintaining brand consistency.
SOLUTION:
Tattle launched an AI-powered platform that provides restaurants with a unified platform to manage, view, and respond to social reviews effortlessly — while also linking directly to their Google page to drive more public feedback.
AI-driven with Chatmeter integration for streamlined reviews
Automated, branded responses to guest feedback
Encourages positive public reviews to enhance brand reputation
OUTCOME:
2.65% new ARR and 7.46% growth from existing customers the 1st month
20% increase in Guest Satisfaction Scores
Strengthening and differentiating Tattle’s market position
Full case study ~5 min read
Setting the Stage
Imagine an AI-powered, all-in-one response platform that seamlessly integrates guest sentiments from surveys and social media, enabling merchants to maintain their unique brand voice while addressing feedback. By automating personalized responses and driving more public reviews through a direct survey link, this solution transforms guest engagement, strengthens brand reputation, and streamlines the response process.
Integrated with Chatmeter, this solution provides restaurants with a unified platform to manage, view, and respond to social reviews effortlessly — while also linking directly to their Google page to drive more public feedback.
Problem
General Managers struggle to track customer sentiment across platforms like Google and Yelp, relying on manual processes that are both time-consuming and inefficient.
General Managers have limited time and are measured by guest feedback — just one aspect of their role. Meanwhile, their Direct Managers prioritize it heavily. GMs needed a way to instantly address all feedback, turning negative sentiment into loyal guests.
Solution
Tattle launched an AI-powered platform that provides restaurants with a unified platform to manage, view, and respond to social reviews effortlessly — while also linking directly to their Google page to drive more public feedback.
AI-driven with Chatmeter integration for streamlined reviews
Automated, branded responses to guest feedback
Encourages positive public reviews to enhance brand reputation
Hypothesis
If restaurants implement an AI-powered response platform integrated with Chatmeter, they will be able to efficiently manage and respond to guest feedback across surveys and social media while maintaining their unique brand voice. By automating personalized responses and including a direct link to their Google page, the platform will increase public reviews, enhance guest engagement, and strengthen overall brand reputation.
Goals
Upsell to existing clients and attract new customers
Improve guest satisfaction scores
Ensure prompt, brand-aligned responses
Guide satisfied customers toward public reviews
Challenges
Aligning stakeholders
Limited time and resources for GMs
Shifting priorities
AREAS OF OPPORTUNITY:
What We’re Doing
AI-Powered Replies
Automated, context-aware responses for seamless guest engagement
Review Summary
Concise overviews to enhance decision-making efficiency
Bulk Replies
Automated, context-aware responses for seamless guest engagement
Ratings Trend
Visual insights to track sentiment shifts over time
USABILITY TESTING:
Experiments Unleashed:
Bulk Replies
Prototype Coming Soon
Average Test Rating 3.9%
(Based on a scale of 1-5)
How users described it:
Streamlined, Tedious, Intuitive, Fluid, Convenience, Concise, Succinct
Top 3 Recommendations:
Automatically trigger the next response after user confirms (just make sure they see the confirmation checkmark before moving on to the next response)
Implement AI personalities so users can create more branded responses
Give the user the ability generate a new response if they don’t like the AI one provided
VISUALS:
Final Form
Bulk Reviews
Lets users create personalized AI responses for every review, all from a single view
Provider Reviews
Encourages positive reviews to enhance reputation
Ratings Summary
At-a-glance summary of how customers feel overall
Ratings Trend
Visual insights to track sentiment shifts over time
Bridget’s exceptional UX design skills, combined with her rigorous approach to understanding user needs, consistently delivered outstanding results. Bridget thrives in agile environments, expertly balancing rapid iteration with thorough design processes… what truly sets her apart is her eagerness to tackle complex challenges and adapt to evolving project demands.
Anthony Asciutto
Chief Technology Officer, Tattle Inc.
RESULTS:
Shaping Bold Outcomes
20% Increase in
Guest Satisfaction Scores
2.65% new ARR and
7.46% growth from existing customers the 1st month
Strengthening and differentiating Tattle’s market position