(1/4) One of the many ways Meta aims to reduce fraudulent sellers advertising on their platforms is to gather feedback directly from buyers in the form of surveys. Noticing there was a decline in completed surveys via the prompt in the Facebook application, my team was tasked with creating a prompt to take the survey via a notification instead - which was sent to a small group of users to A/B test response & completion rates alongside the existing in-app prompt.
BEFORE
In an attempt at consistency, “Thanks for...” had been added to the beginning of each template, but in some cases - like here - it was awkward.
There also was no acknowledgement of the various platforms the customer could be using, and the directions for web felt buried in a wall of text.
AFTER
My edit covered all three channels, which reduced contact volume from confused customers who still didn't have precise directions.