Customer Experience

Oops, your redesign bombed. Now what?

Joe Cainey

01 Aug 2025

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How to spot when your shiny new app version isn’t landing - Sunbeam makes the pain obvious.

You’ve just shipped a big redesign. People hate it. Now what?

Ever shipped an update and instantly regretted it? In this 2-minute demo, I show how to use Sunbeam to catch bugs and unhappy users fast, before the reviews turn nasty. Using HSBC’s redesign backlash as the case, we track what changed, what broke, and what users actually said (hint: they weren’t subtle).

Taking on Qualtrics and Building the Survey Platform We Actually Needed

I’ve worked in feedback analytics for over a decade. For most of that time, Qualtrics has been the default choice for enterprise. They positioned themselves as the serious option, especially for big contracts, and they won a lot of business through strong sales execution. But underneath, the product was

Uber’s Biggest Opportunity? Start Acting More Human

0:00 /1:22 1× Uber’s app does everything, except make it easy to talk to a human when things go wrong. In this quick demo, I break down how user feedback points to one clear, fixable issue - people hit a wall when they need help. Sunbeam shows

Not all feedback is created e-qual: Why comment boxes are finally useful

Let’s be honest: surveys are tricky, and over time, we (the survey creators) have created some weird habits. We ask people how they feel about something — ranging from a simple online purchase, to something as complex and layered as say, their happiness at work — on a scale of 1

A post-it note containing a doodle of a person overwhelmed by speech bubbles - the voices of their many customers

'Voice of the Customer' - when there's millions of voices

We've been collaborating with customer experience teams across industries -including one of the UK's leading banks - to get under the hood of a shared, persistent challenge: making sense of qualitative customer feedback at a huge scale. Let's dig in to the challenge. Understanding

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Taking on Qualtrics and Building the Survey Platform We Actually Needed

Uber’s Biggest Opportunity? Start Acting More Human

Not all feedback is created e-qual: Why comment boxes are finally useful

'Voice of the Customer' - when there's millions of voices