Validated Learning and Outcomes using Lean

Startup and Agile

CS Perspective

Dominic Taranto - CS agent and ABG rep.

● One of the cohort of CS agents spread across three offices.

● Employed not just for my abilities for Rote tasks but as an artist and designer.

● Participant in multiple groups/guilds/project teams beyond my contracted duties.

Person in Window at Federation Squareby Andrew Makowiecki

Who are our customers?Artists & Buyers

● Artists are our first customer - ‘We stand for Artists!’ is our mantra but they themselves have customers - we must also offer support to their buyers.

ABG & BBG● When it comes to our Rote tasks and

experimentation we are split between A & B. ● Day to day support is either artist or buyer focused. ● To ensure we offer the correct support, CS has a

presence in both the Artist Business Group & Buyer Business Group.

Rote tasks & Project Time● Rote (day to day) Answering emails, on live chat

which is primarily reactive or immediate support● Project Time (20% of week) A chance for CS to

experiment, innovate, problem solve, housekeeping, contribute to other dpt. and offer proactive support.

Black and White Wheelby wolfcat

Project Focal AreasOutreach/Sharing:

● Share data with other teams to validate their assumptions.● Can we assist or give feedback from CS perspective?● To help improve processes which down the track minimise

support contact or improve customer experience on site.● Research into new tools/approaches or features of support

Housekeeping:● Regular self-evaluation on processes● What have we learnt in the past quarter? What can be

streamlined/improved/cut?● Long term planning for future changes in company

services or direction.

Humanising:● Are we in line with RB culture and personality?● How can we work towards artist loyalty?● Experiment with new ways in which artists can interact and

build authentic relationships amongst themselves, CS and RB Sunday night in the city

by KerrirMcSnap

Tools of the Trade!How it works:

● TrelloWork station - tracking progress of each project - internally (CS)https://trello.com/b/NU7fVtyt/cs-artist-projects

● LogiformsData collection - WAREN - What Are Redbubblers Enquiring Nowhttps://forms.logiforms.com/published/?workflowid=c23ce634-2cd5-4a30-98cb-639cc470769c&usr_id=26865

● ConfluencePublished results to report back to all of RBhttps://redbubble.atlassian.net/wiki/display/CS/Artist+Support

● SkypeInstant day to day messaging or face time

● RJMetrics● GA - Google Analytics

Large scale tracking of user behaviour

Triangulationby Hartkamp

WAREN logiform

Confluence

Project ExamplesOutreach…WAREN data as an open resource

- Review all artist contact for the past 6 months

- Look for trends or changes as new features have been released eg. New uploader

Housekeeping…Passive value of WAREN data

- Missing trends that could be added to preemptive support FAQ network

- Updating current FAQ network to offer comprehensive self help which minimises the need for artist contact

Humanising...CS Redbubble profiles

- Artists are more likely to trust and seek help from agents who they perceive are not just tech support but creative peers.

- A visible presence on the site for each agent

- Training opportunity for agents

- Immersion within the RB online community After Daveby JX

Thank you!

bring the sake and don't forget I love youby Luckyvegetable