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


Caught your eye, didn’t it?!