Actioning insights from the - User feedback made easy and ... · RUFING OUT FEEDBACK Usability The...
Transcript of Actioning insights from the - User feedback made easy and ... · RUFING OUT FEEDBACK Usability The...
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Actioning insights from the customers perspective
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Hi! I’m Sean@cosmocramer
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April 23, 1985
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“To hear some tell it, April 23, 1985, was a day that
will live in marketing infamy... spawning
consumer angst the likes of which no business has ever
seen.” The Coca-Cola Company, on the New Coke
announcement
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400KAdditional calls to the support center
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4BillionIn lost revenue
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“To hear some tell it, April 23, 1985, was a day that
will live in marketing infamy... spawning
consumer angst the likes of which no business has ever
seen.” The Coca-Cola Company, on the New Coke
announcement
“There is a great difference between knowing and understanding: you can know a lot about something and not really understand it”
Charles F. Kettering
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OUR STORY
Over 150,000 pieces of feedback a month
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Reliability Performance, Up-time, Quality, and Security
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Usability Complexity, Ease-of-use, Discoverability of features
Reliability Performance, Up-time, Quality, and Security
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Functionality Missing features, would-like, and might-help requests
Usability Complexity, Ease-of-use, Discoverability of features
Reliability Performance, Up-time, Quality, and Security
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14%
23%
63%
RUFING OUT FEEDBACK
Usability The experience we provided Complexity - 22% Content - 32% Navigation - 9%
Reliability Making sure that the product
works Performance - 20%
Bugs - 3%
Functionality Additional features that customers want
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Focused on APDEX Lower the page loads to improve the performance of our experience
IMPROVE THROUGH PERFORMANCE
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Changes in feedback Changes in the products effected the overall happiness of our customers
IMPROVEMENTS IN VOLUME
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Value Add weighting to feedback
giving higher visibility to higher impact opportunities
Why use RUF?
Unified Be unified across all other
feedback sources.
Easy Simplify numerous feedback themes into easier digestible
categories
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RUF 101
Sources
Measure
System
Close the Loop
Find the sources Understand your feedback funnel along with the traffic and frequency
Measure your feedback Who is it from? What area is it effecting? How many said it?
Weight your feedback Not every piece of feedback is equal. Determine the impact that feedback will have.
(Active Users * Severity* 90 Day) / Scaling FactorCustomer Impact Score
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Sources
Measure
System
Close the Loop
RUF 101 How to calculate RUF pain
Comments in April ended with over 2211, 117 of those fall into detractors talking about usability. If we take the number of people that talked about usability (117) and divided it by the total number of people that gave comments (2211) we get a usability pain of 5.3%.
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Sources
Measure
System
Close the Loop
RUF 101 Leverage an NLP A lot of great open source NLP’s. We used StanfordNLP
Create your theme grouping Build your standard RUF theme. Reach out to me if you want to use mine to start
Monitor your improvements Scorecard it out! Monthly or quarterly. Communicate the impact that change has made both internally and externally
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Sources
Measure
System
Close the Loop
RUF 101 23-48 hour follow up Don’t let feedback fall on empty and deaf ears. Follow up with your users
Email & Blog Be proud of the changes you make. Share about them externally and let your customers know
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RUF it out! - Thanks