In 2022, Taco Bell’s customer satisfaction surveys were underperforming, with email and kiosk participation rates falling short of expectations. A decision was made to create an in-app survey experience, aiming to increase engagement by meeting customers where they are—on their phones.

The mission: create an in-app survey that felt seamless, fun, and encouraged customers to share feedback about their recent order. By leveraging push notifications, we could meet customers at the right time—right after they ordered—boosting response rates and collecting actionable insights.

As the product design lead, I worked closely with a cross-functional team, including a product manager, data analyst, content strategist, and iOS and Android developers. Together, we ensured the survey experience aligned with business goals and was optimized across platforms, while keeping the user experience seamless and intuitive. This collaboration was key to delivering an experience that drove higher engagement and provided valuable customer insights.