This is a problem that every digital product team will face at some point your course is doing well, your users are engaged, but somehow, no one’s giving you feedback. And without feedback, you can’t improve. Worse, your clients think you’re doing nothing.
Between January and March 2025, the Communication Masterclass team noticed something alarming. Despite having strong course completion rates, less than 8% of enrolled users were submitting feedback at the end of the course. This wasn’t a one-off glitch it was consistent across batches. And this was a problem. Because without that data, the team couldn’t understand what was working, what needed improvement, or what the learners actually felt. Worse, when it came time to show value to clients, there was nothing to present. A great course, backed by zero insights.
Naturally, the assumption was maybe users just didn’t care. Maybe they didn’t want to give feedback. But that assumption was wrong.
A UX designer on the team decided to run a small observational study. They sat with just 10 users and watched what actually happened. And that’s when the breakthrough occurred.
What the designer found was that the problem wasn’t disinterest it was friction. The moment a student finished the course and was redirected to a feedback form on a new page, they zoned out. They were either tired, distracted, or just didn’t want to answer long-form questions. These were busy professionals multitaskers. So any extra step, any new tab, any additional effort instantly killed the intent.
The system wasn’t broken because users didn’t care. It was broken because we were asking for feedback after the learning flow had ended. And that was too late.
The team got to work. Instead of treating feedback as a separate event, they embedded it directly into the course journey. Now, at the end of every module, a simple 👍 / 👎 prompt appears. One click. Optional comment. No redirection. No form. No delay. Just instant feedback frictionless and intuitive.
And that changed everything.
Feedback submission skyrocketed. Students started sharing thoughts in real-time. The product team finally had clear insights on what to improve. And most importantly Think School could now show its clients that feedback wasn’t missing, it just needed the right design.
So what did this story teach us?
That silence isn’t disinterest it’s often just friction. That users aren’t lazy they just won’t jump through hoops. And that great UX doesn’t mean adding more features it means removing effort.
And now the call to action is very simple.
Next time you design any user workflow whether it’s feedback, signup, referrals, payments ask yourself one question: “Are we making it easier for the user to act… or harder?”
Audit every step. Remove the friction.
And above all stop chasing feedback.
Embed it.
Because when value becomes part of the journey,
You don’t need to ask for attention
You earn it.
