top of page

User Feedback Experience for a Custom Knowledge Base

UX/UI Design
Mobile Telecommunications Company
Designing a feedback module that seamlessly integrates into the existing knowledge base experience both visually and functionally.
ui design tile.png

OVERVIEW

Our mobile telecommunications client purchased a custom knowledge base designed by our team to help their customer support agents deliver accurate, brand-aligned responses to customers. To ensure the platform continued to meet agents’ needs, the client wanted a way to collect direct user feedback.

I was tasked with designing a feedback module that seamlessly integrated into the existing knowledge base experience both visually and functionally. This work helped the client maintain brand consistency while gaining actionable insights from their end users.
feedback form2.png

THE PROBLEM

The client wanted to understand whether their support agents found the knowledge base useful and easy to navigate. However, there was no standardized way for users to share what was missing or unclear.

Without a feedback mechanism, the client couldn’t confirm if their agents were actually receiving value from the custom product they had invested in. We needed to design a simple, accessible way to collect feedback without disrupting the user experience or diluting the brand aesthetic.
ui design tile.png

THE SOLUTION

Having designed the client’s original knowledge base, I was deeply familiar with their brand identity, interface structure, and user flow. My goal was to introduce a feedback touchpoint that felt native to the product, not an add-on.

Accessibility and visibility were top priorities. I proposed a sticky feedback button that remained visible across the entire user journey, ensuring agents could provide feedback at any point. The challenge was balancing visibility with minimal intrusion on the content.

I explored three design options for the client:
snippet (1).png

Option 1

A text button labeled “Submit feedback” with a plus icon, placed in the bottom-right corner.
image05_edited.jpg
Strengths:

  • Positioned in the bottom-right corner, keeping it highly accessible without interrupting the user’s natural reading or scanning flow. Very accessible for mobile users.

  • Clear, action-oriented copy (“Submit Feedback”) sets the right expectation and reduces friction.

  • The chat + plus icon adds visual interest and quickly communicates the button’s purpose.

​​

Weaknesses:​

  • The large button size may obstruct nearby content, making some on-page text harder for users to read.

Option 2

An icon-only button (comment bubble with a plus sign) in the same position.
image02.png
Strengths:

  • Positioned in the bottom-right corner, keeping it highly accessible without interrupting the user’s natural reading or scanning flow. Very accessible for mobile users.

  • The chat + plus icon adds visual interest and quickly communicates the button’s purpose.

​​

Weaknesses:​

  • The small button may be more challenging to spot at a glance, though its compact size helps prevent overlap with page content.

Option 3

A “Feedback” tab that is anchored along the top-right edge of the screen.
image01.png
Strengths:

  • Anchored in the right margin, slightly above the midpoint, ensuring the call-to-action remains visible without overlapping or interfering with page content.​​​

 
Weaknesses:​

  • The rotated text orientation may reduce readability and slow recognition.

  • The CTA label “Feedback” may feel vague and not fully convey the action or expected outcome.

User Experience

The feedback form opens in a modal with a 40% black overlay, helping users focus on the task. It can be dismissed by clicking the “X” icon or anywhere on the overlay.
 
The client provided the required fields:
  • H1: “Share your thoughts.”
  • Body text: Short description or prompt
  • Feedback text box
  • Submit button
     
After submission, users saw a thank-you confirmation screen, reinforcing that their input was valued. To maintain brand consistency, I referenced the existing knowledge base system for typography, spacing, and tone to ensure the new feature blended seamlessly with the overall experience.
feedback form.png
ui design tile.png

IMPACT

We moved forward with the Feedback CTA Option 1: A text button labeled “Submit feedback” with a plus icon, placed in the bottom-right corner. Option 1 was the strongest design solution for a smoother user experience.

The new feedback overlay gave the client a scalable and consistent model for collecting insights directly from their internal users. It created a clear feedback loop between agents and the product team without sacrificing usability or brand coherence.

REFLECTION

This project reinforced how small UX additions can meaningfully strengthen the perceived and actual value of a digital product. Next time, I’d explore introducing categorical dropdowns or tagging options in the form to help the client organize and analyze incoming feedback more efficiently.

MORE PROJECTS

bottom of page