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BW2 Session 6/5/2013 10:15 AM
"Building Customer Feedback Loops to Learn Quicker, Design Smarter"
Presented by:
Sherif Mansour Atlassian Software
Brought to you by:
340 Corporate Way, Suite 300, Orange Park, FL 32073 888‐268‐8770 ∙ 904‐278‐0524 ∙ [email protected] ∙ www.sqe.com
Sherif Mansour Atlassian
Sherif Mansour has eleven years of experience in software development. He is currently senior product manager for Atlassian, responsible for Confluence, a popular social collaboration tool for product teams. Sherif recently played a key role in developing one of Atlassian’s new products—Team Calendars. Previously, he served as Atlassian’s cross product integration manager, ensuring a high quality experience for customers. Sherif has worked in software development for a web consultancy firm, and for Optus, the second largest telco in Australia. His areas of expertise include agile product development. Sherif thinks building simple products is hard—and so is writing a simple, short bio.
Building Effective Customer Feedback Loops
Sherif MansourSenior Product Manager, Atlassian
@sherifmansour
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• Build, measure, learn• Five tips for building effective feedback loops
Agenda
Build
Measure
Learn
2.0
Five Tipsfor building effective feedback loops
friction1
1GOT FEEDBACK?
900+feedback
submissions
1↓ barrier to entryAvoid login, context switching...
↓ fieldsLess fields, reduce required fieldsAutomatically populate where possible* required
Easily express yourselfQuick and simple
Rate this feature:
bad
good
great
1
fun!2
make it
2
Thank you:
• John Masson for reporting CONF-334
• Ryan Anderson for the feature suggestion in CONF-4534
Release notes
2FREE
license
BETA
PRIZEmovie tix
SAY THANKS
2
Say thank youProvide recognition in release notes, @mentions
Thanks!
IncentiviseThrough prizes and awards
Game mechanicsEncourage feedback
3
pers nalget
3
3
?
2
3
jkodumal2.0/4.0
get personal
name
key feature usage
3
Engage engineersReview it daily, get it on your wallboard, talk about it...
Put a face to the statMake that customer connection
=
KNOW the customerUse data to drive interviews
4
write a feedback strategy
newvs
existinginternal
vsexternal
specificvs
generalad-hoc
vsdeadline
New• Techniques to
encourage install
• Finding BETA customers
Both (Internal+External)
• Internal feedback: captured more data, easier to engage
• External feedback: increased privacy
General• Placement of
“feedback” button
• Arranged casual interviews
Deadline• Incentivise the
feedback process
• Followup plan
Feedback strategy
4
Consider setting numeric goalsEspecially if you’ve got a baseline.
Write a plan of attack!Seriously, just do it.
5
get feedback before you
START
fakeit till youmake IT
tools to help you
fake IT
Atlassian User Interface (“Flatpack”)
http://atlss.in/AUIFlatpack
Per-user extensionsGreat for visual prototypes, quick DOM manipulation, dialogs, prompts, JS-based changes...
Quick and easy to hack upHTML + CSS + JS and you’re done
User-specific extensions (“Speakeasy”) http://developer.atlassian.com/display/SPEAK
speed
fidelity
?
speed
fidelity
?
Faking it: A recipe Keynote Edition
1 Make your baseTake a screenshot with the main screen(s) you want to work with, paste in Keynote.
2 Mix & match keynote goodnessUse pre-prepared some ready-to-use dialogs, menus, buttons... all in Keynote ready to to mix in with your recipe.
3 Apply desired icing on topLink parts of the screen, transition slides show screen flows, animate to show interaction... it’s all up to you!
Build a toolboxCreate a visual library of your product components, consider a JavaScript framework or prototype in Keynote or PowerPoint.
It’s okay to fake itSave time and money - validate your concepts, fast.
12
6
39
Use the right toolHigh fidelity prototypes are not always what you want. Choose the right tool for each situation.
Conclusionincase you forgot...
friction fun!make it
pers nalget
2.0
write a feedback strategy get feedback before you
START
Questions?... or similar experiences?
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