USERS (Internal)
Sales and Quality Team
ROLE
UI | UX | Development
Purpose
Process Standardization
PROJECT OVERVIEW
FeedCap is a globally standardized app designed to capture customer feedback and submit complaints in a consistent, digital workflow. This app replaced paper processes and ad-hoc methods used across EMEA, North America, and APAC.
The feedback and complaint intake process varied by region, relied on manual routing, and struggled in low-connectivity environments.
Unstandardized Regional Workflows
Various methods—paper forms, email, and phone calls—were used across regions to collect feedback and report complaints.
Limited Connectivity
Sales reps often work in hospitals with poor signal, making digital submission unreliable without offline support.
Manual Complaint Routing
Complaints relied on manual communication to reach the appropriate teams.
Language Barrier for Complaint Intake
German-speaking employees needed a translated complaint form to reduce misinterpretation.
Research & Planning
Identified a consolidated workflow to satisfy regional requirements
Defined global product-based categories and routing rules
Design & Prototyping
Created clear paths for Feedback vs Complaint
Designed offline, pending, and sync status states
Development & Implementation
Built the app in Power Apps with automated workflows created in Power Automate
Developed a streamlined workflow, incorporating offline sync functionality.
Delivered later-release updates: push notifications, confirmation emails, submission history
Testing & Optimization
Performed iterative testing based on key stakeholder and user feedback
Validated offline/sync functionality
The final solution modernizes the pre-existing workflow with process automation and an offline-capable experience.
Global Standardization
A unified intake system standardizes feedback and complaint submissions across regions.
Offline + Sync Reliability
Sales reps can now save submissions offline and sync when back online.
Automated Complaint Routing
Complaint submissions are automatically routed to the appropriate team to support timely, regulatory reporting.
German Language Support
German translations for complaint fields and labels help users complete submissions accurately.
The app became the preferred method for capturing feedback and complaints globally,
Scaled Adoption
The app is the most-used Power App in the organization with 5,000+ submissions.
Product Performance Analysis
The Quality team can now analyze feedback and complaint data by product in a structured format.
Leadership Visibility
Data collected from the app is discussed amongst top management in quarterly reviews.
Increased User Engagement
Push notifications, confirmation emails, and a submission history improved users' overall experience.