Are we winning with our customers? Part 1

Nicole M Hill, PhD
Apr 1, 2020 · 8 min read

by Nicole M. Hill

This work was a collaboration between Ling Hu, Dr. Kevin Nolan, and Dr. Nathan Carter. This piece is based on a presentation at the Strive 2019 Conference called, ‘Measuring trust when conversion isn’t enough’ by Ling Hu and Nicole Hill.

We had an all too familiar problem at Groupon. We wanted to improve our ratings and reviews platform to help our customers make informed purchasing decisions. We had a roadmap of new features and we went about methodically testing them through qualitative research and AB testing…