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seller / gig rating system, a new order reviews system came with it. 

While both seem like they are flawed on many levels, we (sellers) have a full look only at the new reviews system. 

As a Fiverr seller and freelance Product Designer, I decided to express my concerns regarding the new reviews form (in the form of a UX audit) and provide improvement propositions by creating new designs. 


Unfortunately, the logic and execution of the new reviews look like the effect of a 10-minute brainstorming session plus some heavy hours dedicated to creating a 

I see many wrong things with the new review form and want to address them all. 

I'll use a lot of YOU pronouns, which are directed to Fiverr executives and teams responsible for the discussed changes.
 So this post can be treated as an open letter to those who are in charge and have the influence on implementing the platform's functionalities. 

Not like I’m holding my breath for a response, but maybe this will reach a few relevant inboxes. 

This design decision causes problems on many levels... 

A person's emotional state is a complex mixture of influences and codependencies. Many things affect our moods and feelings in the short and long term.
 Using the basic emoji faces expresses a specific momentary emotion / mood as a reaction to something.
 

Asking people to rate something with an emoji is forcing them to 

 and overall mood to provide 'fair' feedback - if I don’t feel excited 😐 then I have reservations against using the exited emoji 🤩 for the 'Exceptional' rate 

Emotions are whimsical, tricky and affect us all the time - not only on a 

 level - so emoji feedback is doomed to be skewed from the get-go 

Emoji rating also gives the impression that it 

 and that it won’t affect the freelancer much
 

the next grade after 'Average' is 'Very good'? 

With the old rating form, the tooltips visible when hovering over the rating stars were also not balanced (4 stars meant 'Good' and 5 'Excellent') but the stars were much more straightforward so it didn't matter that much. 

But here the labels are deceptive. In user experience / interface language, the word for this kind of diversion is 


Few points on why hacking the scale is disruptive, not constructive: 

'Exceptional' on the other hand has bigger significance and feels more like 5+ because it stands for 

On occasion, we encounter the 'Excellent' label being used for 5 stars, but it has less weight than the 'Exceptional' as well 

 too long and often, to anchor an exception in their minds for your modified system and create Fiverr-specific new habit 

The ‘Exceptional’ scenario should be an additional distinction because people 

 considering the 5th star / maximum rate as something better than “Very good” 

 will limit the use of the 'Exceptional' rate as "the best" 

→ 3 - Perfect 5 / 5 Being "Not Trustworthy"


In the new review system looks like your goal was to people not rating the highest when it should be "We want to create the review system that reflects the real buyer experience". 

In the responses on the forum, your staff keeps mentioning research to support the reasoning behind the changes. But this looks rather like a research bias scenario. 

…but that can be done differently.
 More on that later. 

As for "relieving the pressure of aiming for a perfect 5-star rating": 

 - in a competitive marketplace sellers need every advantage they can get, especially with such an extensive algorithm that Fiverr has 

You increased the pressure because buyers are 

You increased the pressure because we know now that our 

If my performance as a seller is consistently great but not continually improving, then my score can go down because others' can go up 

 due to the way you rolled out and are handling the new levels / rating (pre)launch 

 is misleading users (in the rating form) and buyers in general (in the published reviews) because you changed the rules of the game while the past reviews and new ones are in one pot 

The sudden drop in ratings looks like a drop in the seller's work quality 


The way the supplementary questions (dependent on the selected rate) and their answers are displayed is misleading: 

 but their selection has different effects depending on the selected rate option 

 whether the question asks about negatives or positives 

There is also no indicator that the question is 

The way this is implemented will cause scenarios like this: 

The user reads the first optional question and 

 that the others have a bit different answers, but concern the same instance - positives for example 

 that is selecting answers in all situations for positive metrics, while they really concerned the negative ones 

 the supplementary questions at all and will select all the answers as positives. 

 which is a common scenario. 
Who isn't busy today? Clicking fast through the "unimportant" questionnaire or pop-ups to be over with them while not paying much attention - who among us hasn't done this? 

The earlier shared comment about emojis rating insignificance also mentions 


A better design approach is actually in the new levels' landing page: 

A simple scale with colors looks balanced and intuitive:
 

[ UX audit + redesign ] New Rating & Review System

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