The epic story of Skyscanner's service desk
-
Upload
atlassian -
Category
Technology
-
view
54 -
download
6
Transcript of The epic story of Skyscanner's service desk
Bugs, tribes and clearer skies The epic story of Skyscanner’s service desk
Michael Hall Business Tools Team Lead
Skyscanner
Laura Haines Senior Project Manager
Skyscanner
Sarah Khogyani Product Marketing Manager
Atlassian
T H E T R I BA L O R G
B U G R E P O R T I N G
R E WA R D P R O G R A M S
B E T T E R TO G E T H E R
Skyscanner compares millions of flights to find you the cheapest deal, fast. They also compare and find the cheapest hotels and car rental for your next trip.
40 million users per month 30 different languages available Thousands of results per second #1 flight search engine in Europe 700 employees 9 global offices
Skyscanner: Quick facts
1. Improve service while growing the company 2. Increase product development speed while
maintaining a highly available service
Needed to achieve two things:
The autonomous squad
•Acts as a mini-startup •Chooses its own tools •Self-organizing •Has everything they need to execute
T H E T R I BA L O R G
B U G R E P O R T I N G
R E WA R D P R O G R A M S
B E T T E R TO G E T H E R
We synchronized engineering, but we needed a way to bring in the rest of the company, even the
non-technical staff.
After JIRA
• Break regularly • Not scalable • Too many hops between systems • Portal not user-friendly • No visibility on tickets
Old Service Desk
•Missed issues •Poor adoption •No visibility or reporting •Misfiled tickets
Before JIRA Service Desk
•Staff love to use it •Easy triaging •Better visibility •Reporting on issues
After JIRA Service Desk
T H E T R I BA L O R G
B U G R E P O R T I N G
R E WA R D P R O G R A M S
B E T T E R TO G E T H E R
How we created a feedback-driven culture
•Encourage product usage •Beta releases for employees •Make it easy to give feedback
•Changing and adding fields •Customizing descriptions •Continuous improvement
Customer portal features we like
•Devs can see details in one place •Devs can work it into their backlog
Benefits of triaging in JIRA
•Get email updates •Updated when problems are fixed •Understand their impact on product improvement
Our end-users benefit, too!
Difficulty seeing metricsNo reliable information Painful customizations
The old way The new way
Z z
Reporting is easyCustomizable
Flexible
Comparing numbers is hard..
T H E T R I BA L O R G
B U G R E P O R T I N G
R E WA R D P R O G R A M S
B E T T E R TO G E T H E R
“Bug of the Week” ProgramAWARD REQUIREMENT
Sticker 1
Lanyard 2
T-shirt 4
Hoodie 5
Gift Voucher (£25) 7
Gift Voucher (£50) 10
Gift Voucher (£100) 12
+1 Week Annual Leave 15
REPRODUCABLE
WELL-DOCUMENTED
Skytrek Missions
Book a flight for a summer trip, passing through 3+ airports, include as many legs as you wish
and try using multiple devices
Skytrek MissionsRANK PRIZE
Ensign Lanyard
Lieutenant Laptop sticker
Lieutenant Commander Laptop sticker
Commander Laptop sticker
Captain T-shirt
Commodore Hoodie
Vice Admiral £50 gift voucher
Admiral £100 gift voucher
Fleet Admiral +1 week shore leave
Key takeaways
•Grow while staying agile •Open up collaboration •Enable a feedback-driven culture •Focus on improving products
JIRA Service Desk allowed Skyscanner to:
Learn more
Follow us on Twitter! @JIRAServiceDesk