Recent real-estate clients responding to a post-service feedback request.
Product case study · Reputation and recovery journey · Client flow
Bouma Review Flow
A compact post-service rating flow that sends satisfied clients toward public review channels and captures lower-score feedback privately.
RoleUX flow · Interaction design · WordPress integration pattern
ScopeRating input, positive route, negative feedback, success state
DeliveredA clear conditional journey with a safe portfolio simulation
BuildInteractive review flow with rating, validation and branch logic
01 / Situation
The situation
A generic “leave a review” link misses two different user needs. Happy customers need a fast path to the channel they already trust. Dissatisfied customers need space to explain what happened and confidence that the business will receive it.
Rate → Route → Close
02 / Design logic
Design decisions
Ask for one judgement first
The initial half-star rating is low effort and determines which follow-up is relevant. The interface avoids presenting all possible actions at once.
Branch without blaming the user
Higher ratings reveal external review options; lower ratings reveal a private feedback field. Both routes acknowledge the experience in neutral language.
Confirm the end state
Private feedback shows a visible success message. The public portfolio version intercepts external actions and stores nothing, so the demonstration cannot post a review or contact a client server.
03 / Structure
Interface blueprint
These diagrams map the real blocks, order and proportions used in the finished interface, making the layout decisions easier to inspect.
Rate01
Route02
Close03
04 / Final interface
Final interface
05 / Business impact
What the work changes
A clear conditional journey with a safe portfolio simulation
The flow supports half-star input, follows low ratings with a private feedback route and sends positive ratings toward the public review path. Validation and confirmation states keep the user inside one short task.
Track abandonment before and after the rating interaction.
Measure how many satisfied customers continue to the external destination.
Review whether private responses contain enough detail for follow-up.