SupportStop the Bleeding

Introductions

Anne StefanykDrupal Strategist@eskimoyogi

Vanessa TurkeUX Strategist@vcreatrix

Questions for youWho is in the room?What are your challenges?

Triage of Support

Typical Support

● fix//build it asap

● unhack my site

● install this module

● update my site

● make it easier

● finish my site

● train me

● move this thing

● this is borked

● need more stuff

● dude MIA

● security scare

● review my code

● I just need a themer

New Support Client

Rebuilding Trust

“Strive not to be a success,but rather to be of value.”

–Albert Einstein

What is your turnaround time on the issue queue?

Hierarchy of Chaos

P1: Critical Impact – Site Unusable

P2: High Impact – Business Severely Impaired

P3: Medium Impact – Business Partially Impaired

P4: Low Impact – Service Fully Usable

Instill Calm in the Issue Queue

● Be responsive

● Develop intelligent audits

● Over communicate

● Under promise

Audits

● Site Audit

● Code Audit

● SEO Audit

● Security Audit

● Performance Audit

● UX Audit

Are you spending the right time on the right tasks?

Symptom vs Solution Symptom: User finds it hard to fill out the form on mobile

Solution: Needs to be able to estimate

10hrs of a ux audit to learn why/how people are failing

Are you pixelpushing or creating real design value?

Testing & Validation

● Guerilla Testing

● Google Analytics Tracking

● A/B Split Test

Are you getting real user feedback?

Where do test users come from?

● When to use actual site users

● When to use third party user testers

How to create value for your clients

Make Data Driven Decisions

● Your best friend: Google Analytics

● Implement fixes, test, analyze

● Communicate often

● Email marketing tool

● Social media

Tactics for Making Data Driven Decisions

Channel Assessment & Re-Structure

● creating a consistent, cross-channel experience

● examine content categorization and topics

● create an intuitive mental model for users

● harvest buzzwords and common phrases from interviews

Horizontal Content Flow

● users are not visiting very many pages

● users not finding critical pages

● pages do not appear to have clear pathway (homepage hub)

● complementary content

● visual focus

User Scenarios Based on Problem Solving

● Identifying needs

● Understanding identified needs

● Isolating alternatives

● Choosing solutions

● Refining solutions

Supporting the workflow of new and power users

● Discovery

● Realization of Need

● Consideration

● Conversion

● Retention

Ideas for Benchmarking● Value Proposition: perceived benefit to the user

● Relevance: perceived value proposition match their needs

● Clarity: perceived comprehension of offerings

● Anxiety: site elements (or absent elements) that create

uncertainty in the user’s mind

● Distraction: what users eyes are drawn to on a page (does it

help or hinder)

● Urgency: what incentive does a user have to to action

immediately?

Guerrilla UX

● Interview stakeholders by phone/Skype

● Getting feedback on wireframes or designs

● Making small changes and observing users reactions

● Observing users

● UX Audit

A new model: ‘Concierge Support’

● Issue

● Problem (symptom)

● Benchmark

● Solution

● Tasks

● Acceptance Criteria

How to model a healthier process

● Sales

● Team Members

● UX/IA

● Development workflow

● Tools

● QA

Q & A

Thank You!Booth 508 to enter to

Win a Free UX, Security or Code Audit!