Coinbase came across a common problem when they wanted to update their tax center to better serve users: understanding what users actually wanted to see in the tax center. They knew that users were visiting the interface, but they didn’t know why - what information they were looking for or what they were downloading.
Coinbase launched a CSAT survey in the tax center to assess users’ satisfaction with the tax center and ways that users were interacting with the interface.
1. Improve Product Interfaces with User Feedback
Sprig study template: Get Actionable Feedback for Product Interface Improvements
Insights gathered: Through the qualitative feedback on the page, Coinbase was able to make a second version of the interface to improve the user experience and ultimately simplify filing for taxes.
Coinbase was also able to eliminate a bug in its tax center using Sprig. During tax season, users needed to download certain reports to complete their taxes or send these reports to Turbo Tax or H&R Block.
Using Sprig in-product surveys, Coinbase was able to get feedback from users to see that the report was not generating on all browsers and then fix this issue.
Actions:
- Prioritized fixing a bug that was preventing users from downloading important reports. This allowed users to download the correct reports during tax season.
- Prioritized changes to the tax center to improve the experience for Coinbase users.