Feedback in EMEA was collected inconsistently (paper, email, messages). Complaints in the U.S. relied on standardized paper forms and manual handoffs. Regional variation reduced visibility and made reporting inconsistent. Limited connectivity created risk of lost or delayed submissions. Translation?
The project aligned stakeholders on a single global intake standard and designed a workflow optimized for field conditions.
Research & Planning
Mapped regional workflows and pain points across EMEA, U.S., and APAC. Defined global product-based categories and routing rules. Identified offline and edge-case needs for field usage.
Design & Prototyping
Created clear paths for Feedback vs Complaint. Designed offline, pending, and sync status states. Iterated copy and UI cues for clarity and confidence.
Development & Implementation
Built offline saving, pending queue, and manual sync. Implemented complaint-team notifications for regulatory workflows. Delivered later-release enhancements: push reminders, confirmation emails, history.
Testing & Optimization
Validated offline-to-online transitions and sync reliability. Incorporated key stakeholder feedback.
The solution enables reps to submit feedback and complaints on-the-go, with offline support and compliant routing.
Global Standardization
Unified feedback and complaint intake into one consistent process across regions to improve reporting and visibility.
Offline + Sync Reliability
Allowed reps to save submissions offline, manage a pending queue, and sync when online with clear outcomes.
Complaint Routing for Compliance
Automatically notified the complaints handling team to support timely regulatory reporting.
Increased User Engagement
Added push reminders, submission history, and confirmation emails to increase adoption and trust.
Repsonsive Design
Optimized for multiple screen sizes so sales reps can reliably capture and manage submissions on either their phone or laptop.
The app became the preferred method for capturing feedback and complaints globally.
Scaled Adoption
Became the most-used Power App with 5,000+ submissions across product feedback and complaints.
More Consistent Intake
Reduced regional variation by standardizing data capture across EMEA, U.S., and APAC.
Product Performance Analysis
Feedback and complaints are visualized by product and region to identify hotspots, compare trends, and support faster decision-making.
Leadership Visibility
Trends and outcomes are discussed amongst top management in quarterly reviews.