Mozilla.org
Public Site Redesign in 2004

Mozilla.org
Public Site Redesign in 2004
I don't like it a bit. What was wrong with the current one?

Mozilla.org
Public Site Redesign in 2004
I don't like it a bit. What was wrong with the current one?
Looks like your average small company website.

Mozilla.org
Public Site Redesign in 2004
I don't like it a bit. What was wrong with the current one?
Looks like your average small company website.
Keep the old colors and ditch the new ones. It's too depressing.

Mozilla.org
Public Site Redesign in 2004
I don't like it a bit. What was wrong with the current one?
Looks like your average small company website.
Keep the old colors and ditch the new ones. It's too depressing.
IMHO the current design looks MUCH better than this mess.

Feedback is More than
‘Good’
or
‘Bad’

Digg & Pownce
Established vs.Young Communities

Pownce
3 months old (100,000+ people)
Young community
People feel connected to the site’s growth
Positive, energetic, forgiving
Nimble and responsive site

Digg
3 years old (almost 2 million people)
People have invested themselves
Patterns and familiarities have formed
Expectations of performance have been created

How does feedback
influence change?
Before: Is the change worth it?
During: Gathering feedback
After: Reacting to feedback

Example:
New Digg Comments System
Goals:
More sophisticated threading
Faster page loads
More on-topic discussions

Is the Change Worth It?
Rely on previous feedback
Know your community, stay in touch
Anticipate areas of friction
Focus groups and usability studies
Decide how to measure success

Is the Change Worth It?
Rely on previous feedback
Know your community, stay in touch
Anticipate areas of friction
Focus groups and usability studies
Decide how to measure success

Is the Change Worth It?
Rely on previous feedback
Know your community, stay in touch
Anticipate areas of friction
Focus groups and usability studies
Decide how to measure success

Is the Change Worth It?
Rely on previous feedback
Know your community, stay in touch
Anticipate areas of friction
Focus groups and usability studies
Decide how to measure success

Is the Change Worth It?
Rely on previous feedback
Know your community, stay in touch
Anticipate areas of friction
Focus groups and usability studies
Decide how to measure success

Gathering Feedback
Type 1: Positive Feedback!

Gathering Feedback
Type 1: Positive Feedback!
I just stumbled across your example today! Very nice!
Greatly appreciated!

Gathering Feedback
Type 1: Positive Feedback!
The new stuff looks great!! Now I know what
you’ve been working so hard on!!! Dad

Gathering Feedback
Type 2: Bug Reports
When I select a username I get a 404 error.

Gathering Feedback
Type 3: Negative Feedback
I want it to be like it was before...
I hate it! (the designer should be fired!!)
It doesn’t do something I wanted...
It’s ok, but what took so long?

Gathering Feedback
Type 4: Expert Feedback
I am going to both share my opinion on what the problems
are and actually _address_ them...

Gathering Feedback
Type 5: Implicit Feedback
Observing user behavior
Objective metrics
Speaks for the silent users

Total comments increased by over 30%
Unique commenters increased by around 20%
Unique comments per person increased by about 15%

Total comments increased by over 30%
Unique commenters increased by around 20%
Unique comments per person increased by about 15%

Total comments increased by over 30%
Unique commenters increased by around 20%
Unique comments per person increased by about 15%

Reacting to Feedback
Step 1: Don’t do anything! (...except fix bugs)
Step 2: Identify themes & strong ideas
Step 3: Engage your community
Step 4: Iterate

Reacting to Feedback
Step 1: Don’t do anything! (...except fix bugs)
Step 2: Identify themes & strong ideas
Step 3: Engage your community
Step 4: Iterate

Reacting to Feedback
Step 1: Don’t do anything! (...except fix bugs)
Step 2: Identify themes & strong ideas
Step 3: Engage your community
Step 4: Iterate

Reacting to Feedback
Step 1: Don’t do anything! (...except fix bugs)
Step 2: Identify themes & strong ideas
Step 3: Engage your community
Step 4: Iterate

Reacting to Feedback
Step 1: Don’t do anything! (...except fix bugs)
Step 2: Identify themes & strong ideas
Step 3: Engage your community
Step 4: Iterate

Lessons Learned
Plan for a lot of feedback
Anticipate negative feedback
Listen to your community
Make time for user testing and focus groups
Don’t react immediately
Make time for iteration
You can’t please everyone, don’t try

Lessons Learned
Plan for a lot of feedback
Anticipate negative feedback
Listen to your community
Make time for user testing and focus groups
Don’t react immediately
Make time for iteration
You can’t please everyone, don’t try

Lessons Learned
Plan for a lot of feedback
Anticipate negative feedback
Listen to your community
Make time for user testing and focus groups
Don’t react immediately
Make time for iteration
You can’t please everyone, don’t try

Lessons Learned
Plan for a lot of feedback
Anticipate negative feedback
Listen to your community
Make time for user testing and focus groups
Don’t react immediately
Make time for iteration
You can’t please everyone, don’t try

Lessons Learned
Plan for a lot of feedback
Anticipate negative feedback
Listen to your community
Make time for user testing and focus groups
Don’t react immediately
Make time for iteration
You can’t please everyone, don’t try

Lessons Learned
Plan for a lot of feedback
Anticipate negative feedback
Listen to your community
Make time for user testing and focus groups
Don’t react immediately
Make time for iteration
You can’t please everyone, don’t try

Lessons Learned
Plan for a lot of feedback
Anticipate negative feedback
Listen to your community
Make time for user testing and focus groups
Don’t react immediately
Make time for iteration
You can’t please everyone, don’t try

Thanks!
Have any feedback or questions?
Slides will be available at www.deltatangobravo.com
Illustrations by Ryan Putnam (via istockphoto.com)