Skip to content

UX_SCENARIOS_REVIEWS_RATINGS.md

Latest commit

 

History

History
921 lines (746 loc) · 23.7 KB

UX_SCENARIOS_REVIEWS_RATINGS.md

File metadata and controls

921 lines (746 loc) · 23.7 KB

UX Scenarios: Reviews & Ratings Features

Document Information

Feature Category: Product Reviews & Ratings
Last Updated: 2025-01-20
Related Features: Review Submission, Review Display, Review Moderation

1. Review Submission Scenarios

1.1 Scenario: Customer Submitting Product Review

User Persona: Customer who purchased product
Goal: Share experience and rate product
Context: Customer received product, wants to leave review

Step-by-Step Flow

  1. Review Access

    • Customer on product details page
    • Customer scrolls to reviews section
    • Customer clicks "Write a Review" button
    • Or customer navigates from order history: "Leave Review" link
    • Redirected to review submission page

  2. Review Form Display

    • Form shows:
      • Product information (name, image)
      • Order information (if from order)
      • Rating selector (1-5 stars)
      • Review title field
      • Review text field (textarea)
      • Image upload (optional, if implemented)
      • Terms checkbox (if required)
    • Form validation rules shown

  3. Filling Review Form

    • Customer selects rating:
      • Clicks star (1-5)
      • Stars highlight up to selected rating
      • Visual feedback (e.g., "Excellent" for 5 stars)
    • Customer enters review title:
      • Character limit shown (e.g., "200 characters")
      • Counter updates as customer types
    • Customer writes review:
      • Character limit shown (e.g., "1000 characters")
      • Counter updates
      • Formatting options (if rich text editor)
    • Customer uploads images (optional):
      • Click "Add Images"
      • File picker opens
      • Images preview
      • Can remove images
    • Customer checks terms (if required)

  4. Form Validation

    • Real-time validation:
      • Rating required
      • Title required (min length)
      • Review text required (min length)
    • Errors shown immediately
    • Submit button disabled until valid

  5. Submitting Review

    • Customer clicks "Submit Review" button
    • Button shows loading: "Submitting..."
    • Review submitted to server
    • If from order: Review linked to order

  6. Review Submission Result

    • If successful:
      • Success message: "Thank you for your review! It will be published after moderation."
      • Redirect to product page
      • Review appears in "Pending" state (if moderation required)
    • If error:
      • Error message displayed
      • Form retains input
      • Customer can retry

  7. Moderation Queue (if implemented)

    • Review goes to moderation queue
    • Staff/admin reviews
    • Review approved or rejected
    • Customer notified (if implemented)

UX Considerations

  • Ease of Use: Simple, intuitive form
  • Guidance: Helpful hints and examples
  • Validation: Clear validation messages
  • Image Upload: Easy image upload with preview
  • Mobile: Touch-friendly star rating, responsive form

1.2 Scenario: Editing Existing Review

User Persona: Customer wanting to update review
Goal: Modify previously submitted review
Context: Customer on product page or profile

Step-by-Step Flow

  1. Finding Review

    • Customer on product page
    • Customer finds their review in reviews list
    • "Edit" button shown on own reviews
    • Or customer navigates from profile: "My Reviews"

  2. Edit Access

    • Customer clicks "Edit" on review
    • Edit form appears (modal or page)
    • Form pre-filled with existing review data

  3. Making Changes

    • Customer updates:
      • Rating (if allowed)
      • Title
      • Review text
      • Images (add/remove)
    • Changes highlighted

  4. Saving Changes

    • Customer clicks "Update Review"
    • Loading state
    • Review updated
    • If moderation required: Review goes back to moderation queue
    • Success message: "Review updated successfully"

UX Considerations

  • Edit Window: Time limit for editing (if implemented)
  • Re-moderation: Reviews may need re-approval after edit
  • History: Show edit history (if implemented)

2. Review Display Scenarios

2.1 Scenario: Viewing Product Reviews

User Persona: Customer researching product
Goal: Read reviews to make purchase decision
Context: Customer on product details page

Step-by-Step Flow

  1. Reviews Section

    • Customer scrolls to reviews section on product page
    • Section shows:
      • Average rating (e.g., "4.5 out of 5 stars")
      • Total review count (e.g., "Based on 127 reviews")
      • Rating distribution chart (if implemented)
      • Review list

  2. Rating Overview

    • Average rating displayed prominently
    • Star visualization
    • Rating breakdown:
      • 5 stars: 60%
      • 4 stars: 25%
      • 3 stars: 10%
      • 2 stars: 3%
      • 1 star: 2%
    • Visual bar chart (if implemented)

  3. Review List

    • Reviews displayed in list
    • Each review shows:
      • Reviewer name (or "Verified Customer")
      • Rating (stars)
      • Review title
      • Review text (truncated if long, "Read more" link)
      • Review date
      • Verified purchase badge (if from order)
      • Helpful count (if implemented)
      • "Helpful" button (if implemented)
      • Images (if uploaded)
    • Default sort: Most recent first

  4. Review Sorting

    • Customer can sort by:
      • Most recent
      • Highest rated
      • Lowest rated
      • Most helpful
    • Customer selects sort option
    • Reviews reorder

  5. Review Filtering

    • Customer can filter by rating:
      • Show only 5-star reviews
      • Show only 4-star reviews
      • etc.
    • Customer selects filter
    • Reviews update
    • Active filter shown

  6. Reading Full Review

    • Customer clicks "Read more" on truncated review
    • Review expands to show full text
    • Or customer clicks review to view full details

  7. Review Images

    • If review has images:
      • Thumbnails shown
      • Customer clicks thumbnail
      • Lightbox opens with full image
      • Customer can navigate through images

  8. Helpful Votes

    • Customer finds review helpful
    • Customer clicks "Helpful" button
    • Vote count updates
    • Button shows "You found this helpful"
    • Customer can undo vote

UX Considerations

  • Readability: Clear typography, good spacing
  • Pagination: Handle many reviews
  • Loading: Lazy load reviews
  • Accessibility: Screen reader support
  • Mobile: Responsive layout, touch-friendly

2.2 Scenario: Review Moderation (Staff/Admin)

User Persona: Staff member moderating reviews
Goal: Approve or reject submitted reviews
Context: Staff navigates to review moderation

Step-by-Step Flow

  1. Moderation Access

    • Staff navigates to review moderation (if separate page)
    • Or staff sees moderation queue in admin dashboard
    • Pending reviews list displayed

  2. Review Queue

    • Page shows:
      • List of pending reviews
      • Each review shows:
        • Product name
        • Reviewer name
        • Rating
        • Review title (preview)
        • Submission date
        • Actions (Approve, Reject, View)
    • Filter options:
      • By product
      • By date
      • By rating

  3. Viewing Review

    • Staff clicks "View" on review
    • Full review displayed:
      • Complete review text
      • Images (if any)
      • Reviewer information
      • Product information
      • Order information (if linked)

  4. Approving Review

    • Staff reviews content
    • If appropriate:
      • Staff clicks "Approve"
      • Confirmation: "Approve this review?"
      • Staff confirms
      • Review approved
      • Review appears on product page
      • Reviewer notified (if implemented)

  5. Rejecting Review

    • If inappropriate:
      • Staff clicks "Reject"
      • Rejection reason field (optional)
      • Staff enters reason
      • Staff confirms
      • Review rejected
      • Review removed from queue
      • Reviewer notified (if implemented)

  6. Bulk Actions

    • Staff can select multiple reviews
    • Staff clicks "Approve Selected" or "Reject Selected"
    • Bulk operation processes
    • Results shown

UX Considerations

  • Efficiency: Quick approve/reject actions
  • Guidelines: Review guidelines visible
  • History: Track moderation actions
  • Notifications: Notify reviewers of decisions

3. Review Management Scenarios

3.1 Scenario: Customer Viewing Own Reviews

User Persona: Customer checking review history
Goal: View and manage submitted reviews
Context: Customer in profile section

Step-by-Step Flow

  1. Accessing Reviews

    • Customer navigates to profile
    • Customer clicks "My Reviews" link
    • Redirected to review history page

  2. Review History Display

    • Page shows:
      • List of customer's reviews
      • Each review shows:
        • Product name and image
        • Rating given
        • Review title
        • Review status (Published, Pending, Rejected)
        • Submission date
        • Actions (View, Edit, Delete)
    • Filter options:
      • By status
      • By product
      • By date

  3. Viewing Review

    • Customer clicks "View" on review
    • Full review displayed
    • Link to product page
    • Edit and Delete options

  4. Editing Review

    • Customer clicks "Edit"
    • Edit form appears
    • Customer makes changes
    • Customer saves
    • Review goes to moderation (if required)

  5. Deleting Review

    • Customer clicks "Delete"
    • Confirmation: "Are you sure you want to delete this review?"
    • Customer confirms
    • Review deleted
    • Success message

UX Considerations

  • Easy Access: Quick link from profile
  • Status Clarity: Clear status indicators
  • Edit Window: Time limit for editing (if implemented)

4. Review Analytics Scenarios

4.1 Scenario: Admin Viewing Review Analytics

User Persona: Admin analyzing review data
Goal: Understand review trends and product feedback
Context: Admin in reports section

Step-by-Step Flow

  1. Analytics Access

    • Admin navigates to Reports & Analytics
    • Admin clicks "Review Analytics"
    • Review analytics page loads

  2. Analytics Display

    • Page shows:
      • Total reviews count
      • Average rating across all products
      • Reviews by rating distribution
      • Reviews over time (chart)
      • Most reviewed products
      • Products with highest ratings
      • Products with lowest ratings
      • Review moderation statistics

  3. Filtering Analytics

    • Admin can filter by:
      • Date range
      • Product category
      • Product
    • Admin applies filters
    • Analytics update

  4. Exporting Data

    • Admin clicks "Export to CSV"
    • Review data exported
    • CSV file downloads

UX Considerations

  • Visualization: Charts and graphs
  • Insights: Key metrics highlighted
  • Export: Easy data export

5. Error Scenarios

5.1 Scenario: Duplicate Review Prevention

Flow:

  1. Customer attempts to submit second review for same product
  2. System checks for existing review
  3. If review exists:
    • Error message: "You have already reviewed this product"
    • Link to edit existing review
    • Customer can edit instead

5.2 Scenario: Review Rejection

Flow:

  1. Customer submits review
  2. Review goes to moderation
  3. Staff rejects review
  4. Customer notified (if implemented)
  5. Customer sees rejection in "My Reviews"
  6. Rejection reason shown (if provided)
  7. Customer can contact support (if needed)

6. Mobile UX Considerations

6.1 Mobile Review Submission

  • Touch-friendly star rating
  • Large text areas
  • Easy image upload
  • Simplified form layout

6.2 Mobile Review Display

  • Card-based layout
  • Swipeable review images
  • Collapsible review text
  • Easy helpful voting

7. Performance Considerations

7.1 Review Loading

  • Lazy load reviews
  • Pagination for many reviews
  • Cached average ratings
  • Optimized queries

7.2 Review Submission

  • Optimistic UI updates
  • Background submission
  • Error rollback if needed

End of Reviews & Ratings UX Scenarios

Document Information

Feature Category: Product Reviews & Ratings
Last Updated: 2025-01-20
Related Features: Review Submission, Review Display, Review Moderation

1. Review Submission Scenarios

1.1 Scenario: Customer Submitting Product Review

User Persona: Customer who purchased product
Goal: Share experience and rate product
Context: Customer received product, wants to leave review

Step-by-Step Flow

  1. Review Access

    • Customer on product details page
    • Customer scrolls to reviews section
    • Customer clicks "Write a Review" button
    • Or customer navigates from order history: "Leave Review" link
    • Redirected to review submission page

  2. Review Form Display

    • Form shows:
      • Product information (name, image)
      • Order information (if from order)
      • Rating selector (1-5 stars)
      • Review title field
      • Review text field (textarea)
      • Image upload (optional, if implemented)
      • Terms checkbox (if required)
    • Form validation rules shown

  3. Filling Review Form

    • Customer selects rating:
      • Clicks star (1-5)
      • Stars highlight up to selected rating
      • Visual feedback (e.g., "Excellent" for 5 stars)
    • Customer enters review title:
      • Character limit shown (e.g., "200 characters")
      • Counter updates as customer types
    • Customer writes review:
      • Character limit shown (e.g., "1000 characters")
      • Counter updates
      • Formatting options (if rich text editor)
    • Customer uploads images (optional):
      • Click "Add Images"
      • File picker opens
      • Images preview
      • Can remove images
    • Customer checks terms (if required)

  4. Form Validation

    • Real-time validation:
      • Rating required
      • Title required (min length)
      • Review text required (min length)
    • Errors shown immediately
    • Submit button disabled until valid

  5. Submitting Review

    • Customer clicks "Submit Review" button
    • Button shows loading: "Submitting..."
    • Review submitted to server
    • If from order: Review linked to order

  6. Review Submission Result

    • If successful:
      • Success message: "Thank you for your review! It will be published after moderation."
      • Redirect to product page
      • Review appears in "Pending" state (if moderation required)
    • If error:
      • Error message displayed
      • Form retains input
      • Customer can retry

  7. Moderation Queue (if implemented)

    • Review goes to moderation queue
    • Staff/admin reviews
    • Review approved or rejected
    • Customer notified (if implemented)

UX Considerations

  • Ease of Use: Simple, intuitive form
  • Guidance: Helpful hints and examples
  • Validation: Clear validation messages
  • Image Upload: Easy image upload with preview
  • Mobile: Touch-friendly star rating, responsive form

1.2 Scenario: Editing Existing Review

User Persona: Customer wanting to update review
Goal: Modify previously submitted review
Context: Customer on product page or profile

Step-by-Step Flow

  1. Finding Review

    • Customer on product page
    • Customer finds their review in reviews list
    • "Edit" button shown on own reviews
    • Or customer navigates from profile: "My Reviews"

  2. Edit Access

    • Customer clicks "Edit" on review
    • Edit form appears (modal or page)
    • Form pre-filled with existing review data

  3. Making Changes

    • Customer updates:
      • Rating (if allowed)
      • Title
      • Review text
      • Images (add/remove)
    • Changes highlighted

  4. Saving Changes

    • Customer clicks "Update Review"
    • Loading state
    • Review updated
    • If moderation required: Review goes back to moderation queue
    • Success message: "Review updated successfully"

UX Considerations

  • Edit Window: Time limit for editing (if implemented)
  • Re-moderation: Reviews may need re-approval after edit
  • History: Show edit history (if implemented)

2. Review Display Scenarios

2.1 Scenario: Viewing Product Reviews

User Persona: Customer researching product
Goal: Read reviews to make purchase decision
Context: Customer on product details page

Step-by-Step Flow

  1. Reviews Section

    • Customer scrolls to reviews section on product page
    • Section shows:
      • Average rating (e.g., "4.5 out of 5 stars")
      • Total review count (e.g., "Based on 127 reviews")
      • Rating distribution chart (if implemented)
      • Review list

  2. Rating Overview

    • Average rating displayed prominently
    • Star visualization
    • Rating breakdown:
      • 5 stars: 60%
      • 4 stars: 25%
      • 3 stars: 10%
      • 2 stars: 3%
      • 1 star: 2%
    • Visual bar chart (if implemented)

  3. Review List

    • Reviews displayed in list
    • Each review shows:
      • Reviewer name (or "Verified Customer")
      • Rating (stars)
      • Review title
      • Review text (truncated if long, "Read more" link)
      • Review date
      • Verified purchase badge (if from order)
      • Helpful count (if implemented)
      • "Helpful" button (if implemented)
      • Images (if uploaded)
    • Default sort: Most recent first

  4. Review Sorting

    • Customer can sort by:
      • Most recent
      • Highest rated
      • Lowest rated
      • Most helpful
    • Customer selects sort option
    • Reviews reorder

  5. Review Filtering

    • Customer can filter by rating:
      • Show only 5-star reviews
      • Show only 4-star reviews
      • etc.
    • Customer selects filter
    • Reviews update
    • Active filter shown

  6. Reading Full Review

    • Customer clicks "Read more" on truncated review
    • Review expands to show full text
    • Or customer clicks review to view full details

  7. Review Images

    • If review has images:
      • Thumbnails shown
      • Customer clicks thumbnail
      • Lightbox opens with full image
      • Customer can navigate through images

  8. Helpful Votes

    • Customer finds review helpful
    • Customer clicks "Helpful" button
    • Vote count updates
    • Button shows "You found this helpful"
    • Customer can undo vote

UX Considerations

  • Readability: Clear typography, good spacing
  • Pagination: Handle many reviews
  • Loading: Lazy load reviews
  • Accessibility: Screen reader support
  • Mobile: Responsive layout, touch-friendly

2.2 Scenario: Review Moderation (Staff/Admin)

User Persona: Staff member moderating reviews
Goal: Approve or reject submitted reviews
Context: Staff navigates to review moderation

Step-by-Step Flow

  1. Moderation Access

    • Staff navigates to review moderation (if separate page)
    • Or staff sees moderation queue in admin dashboard
    • Pending reviews list displayed

  2. Review Queue

    • Page shows:
      • List of pending reviews
      • Each review shows:
        • Product name
        • Reviewer name
        • Rating
        • Review title (preview)
        • Submission date
        • Actions (Approve, Reject, View)
    • Filter options:
      • By product
      • By date
      • By rating

  3. Viewing Review

    • Staff clicks "View" on review
    • Full review displayed:
      • Complete review text
      • Images (if any)
      • Reviewer information
      • Product information
      • Order information (if linked)

  4. Approving Review

    • Staff reviews content
    • If appropriate:
      • Staff clicks "Approve"
      • Confirmation: "Approve this review?"
      • Staff confirms
      • Review approved
      • Review appears on product page
      • Reviewer notified (if implemented)

  5. Rejecting Review

    • If inappropriate:
      • Staff clicks "Reject"
      • Rejection reason field (optional)
      • Staff enters reason
      • Staff confirms
      • Review rejected
      • Review removed from queue
      • Reviewer notified (if implemented)

  6. Bulk Actions

    • Staff can select multiple reviews
    • Staff clicks "Approve Selected" or "Reject Selected"
    • Bulk operation processes
    • Results shown

UX Considerations

  • Efficiency: Quick approve/reject actions
  • Guidelines: Review guidelines visible
  • History: Track moderation actions
  • Notifications: Notify reviewers of decisions

3. Review Management Scenarios

3.1 Scenario: Customer Viewing Own Reviews

User Persona: Customer checking review history
Goal: View and manage submitted reviews
Context: Customer in profile section

Step-by-Step Flow

  1. Accessing Reviews

    • Customer navigates to profile
    • Customer clicks "My Reviews" link
    • Redirected to review history page

  2. Review History Display

    • Page shows:
      • List of customer's reviews
      • Each review shows:
        • Product name and image
        • Rating given
        • Review title
        • Review status (Published, Pending, Rejected)
        • Submission date
        • Actions (View, Edit, Delete)
    • Filter options:
      • By status
      • By product
      • By date

  3. Viewing Review

    • Customer clicks "View" on review
    • Full review displayed
    • Link to product page
    • Edit and Delete options

  4. Editing Review

    • Customer clicks "Edit"
    • Edit form appears
    • Customer makes changes
    • Customer saves
    • Review goes to moderation (if required)

  5. Deleting Review

    • Customer clicks "Delete"
    • Confirmation: "Are you sure you want to delete this review?"
    • Customer confirms
    • Review deleted
    • Success message

UX Considerations

  • Easy Access: Quick link from profile
  • Status Clarity: Clear status indicators
  • Edit Window: Time limit for editing (if implemented)

4. Review Analytics Scenarios

4.1 Scenario: Admin Viewing Review Analytics

User Persona: Admin analyzing review data
Goal: Understand review trends and product feedback
Context: Admin in reports section

Step-by-Step Flow

  1. Analytics Access

    • Admin navigates to Reports & Analytics
    • Admin clicks "Review Analytics"
    • Review analytics page loads

  2. Analytics Display

    • Page shows:
      • Total reviews count
      • Average rating across all products
      • Reviews by rating distribution
      • Reviews over time (chart)
      • Most reviewed products
      • Products with highest ratings
      • Products with lowest ratings
      • Review moderation statistics

  3. Filtering Analytics

    • Admin can filter by:
      • Date range
      • Product category
      • Product
    • Admin applies filters
    • Analytics update

  4. Exporting Data

    • Admin clicks "Export to CSV"
    • Review data exported
    • CSV file downloads

UX Considerations

  • Visualization: Charts and graphs
  • Insights: Key metrics highlighted
  • Export: Easy data export

5. Error Scenarios

5.1 Scenario: Duplicate Review Prevention

Flow:

  1. Customer attempts to submit second review for same product
  2. System checks for existing review
  3. If review exists:
    • Error message: "You have already reviewed this product"
    • Link to edit existing review
    • Customer can edit instead

5.2 Scenario: Review Rejection

Flow:

  1. Customer submits review
  2. Review goes to moderation
  3. Staff rejects review
  4. Customer notified (if implemented)
  5. Customer sees rejection in "My Reviews"
  6. Rejection reason shown (if provided)
  7. Customer can contact support (if needed)

6. Mobile UX Considerations

6.1 Mobile Review Submission

  • Touch-friendly star rating
  • Large text areas
  • Easy image upload
  • Simplified form layout

6.2 Mobile Review Display

  • Card-based layout
  • Swipeable review images
  • Collapsible review text
  • Easy helpful voting

7. Performance Considerations

7.1 Review Loading

  • Lazy load reviews
  • Pagination for many reviews
  • Cached average ratings
  • Optimized queries

7.2 Review Submission

  • Optimistic UI updates
  • Background submission
  • Error rollback if needed

End of Reviews & Ratings UX Scenarios

Document Version: 1.0.0 Status: Published Audience: Developers, Stakeholders Maintained By: IoT Bay Documentation Team