Feed It Back

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UX Design
Figma
Atomic Component Library

In 2020, I worked as a freelance designer with Full Clarity, a design agency based in Surrey, on a project for Feed It Back a case management platform used by large restaurant chains such as PizzaExpress, TGI Fridays, and Las Iguanas.

Full Clarity led the discovery phase, conducting user research with existing customers through interviews. The findings were synthesised into a research document outlining key workflows, recurring pain points, and opportunities for improvement. This document formed the foundation for the design work.

The project was scoped by Full Clarity, and I was assigned responsibility for designing the core inbox experience, the most critical and complex screen in the product.

This inbox aggregates reviews and feedback from multiple platforms, including Facebook, Instagram, Twitter, and TripAdvisor, into a single interface.

The inbox is a dense, high-stakes environment designed for operational teams. Users need to:

Read and respond directly to every review
Prioritise and flag critical issues (e.g. food poisoning or serious complaints)
Manage large volumes of incoming feedback efficiently
Use templates to automate common responses
Issue compensation, such as vouchers, directly from the inbox

Balancing speed, clarity, and control within a single screen was the core design challenge, ensuring power users could act quickly without being overwhelmed by complexity.