Working titles
Design lessons learned in the trenches

A (semi-organized) brain dump of current design challenges

Stuff w...
Ground rules
 Ask questions anytime... yell out if I don’t see your hand

 It’s more important to elaborate than to cover ...
Today’s agenda




Credit: Flickr user S.O.F.T.
Today’s agenda
 1. Get the basics out of the way




Credit: Flickr user S.O.F.T.
Today’s agenda
 1. Get the basics out of the way

 2. Designing for engagement




Credit: Flickr user S.O.F.T.
Today’s agenda
 1. Get the basics out of the way

 2. Designing for engagement

 3. Positive behaviors by design




Credi...
Today’s agenda
 1. Get the basics out of the way

 2. Designing for engagement

 3. Positive behaviors by design

 4. Hand...
Today’s agenda
 1. Get the basics out of the way

 2. Designing for engagement

 3. Positive behaviors by design

 4. Hand...
Today’s agenda
 1. Get the basics out of the way

 2. Designing for engagement

 3. Positive behaviors by design

 4. Hand...
Challenge

Encouraging people
to participate
Joshua Porter (bokardo)




  “You probably have a community

  whether you know it or not.”

 Via ChinPosin.com
How do your people participate?
Different sites have different issues
Reduce the barrier to entry
  Simplify sign-up, not just registration

Credit: Flickr user ‘notsogoodphotography’
E-commerce example
E-commerce example
Dip a toe in the water
    Get going quickly and get invested quickly




Credit: Flickr user ‘notsogoodphotography’
Start simple
Easier to grok, more engaging
Show, don’t tell
Showing is much more enticing (usually)
Credit: Flickr user ‘inoxkrow’




Increase benefit
Go beyond altruistic motivations
Challenge

Promoting positive
participation
Personal profiles
                                Encourage trust and connections




Credit: Flickr user ‘mrclean’
Focus on tension points
Copy and design can go a long way


Credit: Flickr user ‘sarahkim’
Avoid negative competition
 ‘King of the hill’ contests don’t scale




Credit: Flickr user ‘cmichel67’
Cons
Digg top users list
• Too basic, too static

 Cons
Digg top users list
• Too basic, too static
        • Frustrating to climb ladder once others established
 Cons
Digg top users list
• Too basic, too static
        • Frustrating to climb ladder once others established
 Cons
Digg top users list
        • ...
•   Too basic, too static
        •   Frustrating to climb ladder once others established
 Cons
Digg top users list
      ...
•   Too basic, too static
        •   Frustrating to climb ladder once others established
 Cons
Digg top users list
      ...
Prostop users list
Digg
• Easy to understand: simple sum

 Prostop users list
Digg
• Easy to understand: simple sum
        • Fantastic incentive to participate at the beginning
 Prostop users list
Digg
• Easy to understand: simple sum
        • Fantastic incentive to participate at the beginning
 Prostop users list
Digg   ...
•   Easy to understand: simple sum
        •   Fantastic incentive to participate at the beginning
 Prostop users list
Dig...
•   Easy to understand: simple sum
        •   Fantastic incentive to participate at the beginning
 Prostop users list
Dig...
Digg top users list
Possible improvements?
Keep it positive
Seems simple, but it’s difficult to stay focused on it
Focus on the individual
Award individuals for personal accomplishments
Self-policing
Empower users to take care of issues themselves
Challenge

Handling (lots of)
user feedback
Mozilla.org
Public site redesign in 2004
I don't like it a bit. What was wrong with the current one?
I don't like it a bit. What was wrong with the current one?
     Looks like your average small company website.
I don't like it a bit. What was wrong with the current one?
       Looks like your average small company website.
Keep the...
I don't like it a bit. What was wrong with the current one?
       Looks like your average small company website.
Keep the...
Feedback is more than
‘Good’ or ‘Bad’
Feedback isn’t binary
Feedback isn’t binary
• Much more than a simple “it’s good” or “it sucks”
Feedback isn’t binary
• Much more than a simple “it’s good” or “it sucks”
• Many factors:
Feedback isn’t binary
• Much more than a simple “it’s good” or “it sucks”
• Many factors:
   • Timing
Feedback isn’t binary
• Much more than a simple “it’s good” or “it sucks”
• Many factors:
   • Timing
   • User type
Feedback isn’t binary
• Much more than a simple “it’s good” or “it sucks”
• Many factors:
   • Timing
   • User type
   • ...
Feedback isn’t binary
• Much more than a simple “it’s good” or “it sucks”
• Many factors:
   • Timing
   • User type
   • ...
Feedback isn’t binary
• Much more than a simple “it’s good” or “it sucks”
• Many factors:
   • Timing
   • User type
   • ...
Collecting feedback
How do you collect feedback?
Off the top of my head
Collecting feedback
 Feedback at Digg, Pownce, silverorange


  Email                              ...
Established vs Young
Experiences with the Digg and Pownce communities




via AlphaTangoBravo / Adam Baker
Young vs Established
Young vs Established
• Pownce was relatively young
Young vs Established
• Pownce was relatively young
    • ~270,000 users
Young vs Established
• Pownce was relatively young
    • ~270,000 users
    • Just over a year and a half old
Young vs Established
• Pownce was relatively young
    • ~270,000 users
    • Just over a year and a half old
• Digg is re...
Young vs Established
• Pownce was relatively young
    • ~270,000 users
    • Just over a year and a half old
• Digg is re...
Young vs Established
• Pownce was relatively young
    • ~270,000 users
    • Just over a year and a half old
• Digg is re...
Young vs Established
Young vs Established
• Feedback has less volume
Young vs Established
• Feedback has less volume
    • Less feedback is easier to parse
Young vs Established
• Feedback has less volume
    • Less feedback is easier to parse
    • Less feedback makes it harder...
Young vs Established
• Feedback has less volume
    • Less feedback is easier to parse
    • Less feedback makes it harder...
Young vs Established
• Feedback has less volume
    • Less feedback is easier to parse
    • Less feedback makes it harder...
Young vs Established
• Feedback has less volume
    • Less feedback is easier to parse
    • Less feedback makes it harder...
Young vs Established
Young vs Established
• Feedback has more volume
Young vs Established
• Feedback has more volume
    • Difficult to parse and handle
Young vs Established
• Feedback has more volume
    • Difficult to parse and handle
    • Patterns are less prone to error
Young vs Established
• Feedback has more volume
    • Difficult to parse and handle
    • Patterns are less prone to error
...
Young vs Established
• Feedback has more volume
    • Difficult to parse and handle
    • Patterns are less prone to error
...
Young vs Established
• Feedback has more volume
    • Difficult to parse and handle
    • Patterns are less prone to error
...
Young vs Established
• Feedback has more volume
    • Difficult to parse and handle
    • Patterns are less prone to error
...
Young vs Established
• Feedback has more volume
    • Difficult to parse and handle
    • Patterns are less prone to error
...
Types of feedback
a




    Types of feedback
        • Different types require different responses, carry
           diff...
Types of feedback
a




    Positive feedback

      “
                 The new stuff looks great!! Now I know what
      ...
Types of feedback
a




    Bug reports

      “
                 When I select a username I get a 404 error.
            ...
Types of feedback
a




    Negative feedback
         “       I want it to be like it was before...


         “       I ...
Types of feedback
a




    Expert feedback
         “       I am going to both share my opinion on
                 what ...
Types of feedback
a




    Implicit feedback
Types of feedback
a




    Implicit feedback
     • Observing user behavior
Types of feedback
a




    Implicit feedback
     • Observing user behavior
     • Objective metrics
Types of feedback
a




    Implicit feedback
     • Observing user behavior
     • Objective metrics
     • Speaks for th...
Types of feedback
a




    Implicit feedback
     • Observing user behavior
     • Objective metrics
     • Speaks for th...
Types of feedback
a




    Implicit feedback
     • Observing user behavior
     • Objective metrics
     • Speaks for th...
Reacting to feedback
b




    Reacting to feedback
Reacting to feedback
b




    Reacting to feedback
     • First step: Don’t do anything!
Reacting to feedback
b




    Reacting to feedback
     • First step: Don’t do anything!
     • Immediate reaction will b...
Reacting to feedback
b




    Reacting to feedback
     • First step: Don’t do anything!
     • Immediate reaction will b...
Reacting to feedback
b




    Reacting to feedback
     • First step: Don’t do anything!
     • Immediate reaction will b...
Reacting to feedback
b




    Reacting to feedback
     • First step: Don’t do anything!
     • Immediate reaction will b...
Reacting to feedback
b




    Reacting to feedback
Reacting to feedback
b




    Reacting to feedback
     • Wait for a period and then collect the feedback
Reacting to feedback
b




    Reacting to feedback
     • Wait for a period and then collect the feedback
     • Identify...
Reacting to feedback
b




    Reacting to feedback
     • Wait for a period and then collect the feedback
     • Identify...
Reacting to feedback
b




    Reacting to feedback
     • Wait for a period and then collect the feedback
     • Identify...
Reacting to feedback
b




    Reacting to feedback
     • Wait for a period and then collect the feedback
     • Identify...
c   Extreme feedback




    Handling the extremes
    Riots, petitions, mass-defection threats, etc.
c   Extreme feedback




    Handling the extremes
    Riots, petitions, mass-defection threats, etc.

     • Take feedbac...
c   Extreme feedback




    Handling the extremes
    Riots, petitions, mass-defection threats, etc.

     • Take feedbac...
c   Extreme feedback




    Handling the extremes
    Riots, petitions, mass-defection threats, etc.

     • Take feedbac...
c   Extreme feedback




    Handling the extremes
    Riots, petitions, mass-defection threats, etc.

     • Take feedbac...
c   Extreme feedback




    Handling the extremes
    Riots, petitions, mass-defection threats, etc.

     • Take feedbac...
Challenge


Managing change
Iterative design strategies
Credit: Martin_Heigan




Your design sucks
  Trust me, you can do better
In-n-Out
                                  Contract work        In-house work
                                            ...
Handling feedback
 What do people want and why do they want it?


Credit: Flickr user ‘notsogoodphotography’
Desire paths
                      Don’t try to predict everything




Credit: Phil Gyford
Adapt to Scale
 It’s a great problem to have
Subtraction is iteration too
   Try to remove as much as you add




Credit: Rev Dan Catt
Credit:
                         kimballhoman + (flickr)




Realign, don’t redesign
Cameron Moll is clever
“Every time I hear a designer say the word
    innovation I reach for my revolver....
   so I can shoot them in the face”
...
Adapt to survive
If iterative design isn’t instinctual, be convincing
A case study

Digg comments
Step 1

Get it out there
Step 2

Add sophistication
by dburka 20 minutes ago

Of course, what McCain is trying to avoid anyone noticing is that the problem isn't regulators f...
Set goals
Add multiple levels of nesting

Reduce complexity of nesting

Discourage top-posting

Increase participation

Im...
by dburka 20 minutes ago

Of course, what McCain is trying to avoid anyone noticing is that the problem isn't regulators f...
Measure success
Add multiple levels of nesting

Reduce complexity of nesting

Discourage top-posting

Increase participati...
Measure success
Add multiple levels of nesting

Reduce complexity of nesting

Discourage top-posting

Increase participati...
Measure success
Add multiple levels of nesting

Reduce complexity of nesting

Discourage top-posting

Increase participati...
Measure success
Add multiple levels of nesting

Reduce complexity of nesting

Discourage top-posting

Increase participati...
Measure success
Add multiple levels of nesting

Reduce complexity of nesting

Discourage top-posting

Increase participati...
Measure success
Add multiple levels of nesting

Reduce complexity of nesting

Discourage top-posting

Increase participati...
Measure success
Add multiple levels of nesting

Reduce complexity of nesting

Discourage top-posting

Increase participati...
Measure success
Add multiple levels of nesting

Reduce complexity of nesting

Discourage top-posting

Increase participati...
One long year...
                  ( I’m sorry )




Credit: Flickr user xjrlokix
Then we got it right
             Well... sort of
Gather feedback
Explicit and implicit
Set new goals
(Idea is to avoid feature creep and gauge success)

Make things feel simpler & improve interactions

Improve...
Create some comps
Somewhere to start discussion
User test #1
Focus group novices and experts
Ask for more feedback
 Really? Yes.
Create refined comps
In this case html/css/js comps
Implement
Work closely with the development team
User test #2
Perform task analysis
Things we didn’t do
Set a public timeline

Try to get it perfect

Include everything people wanted
Launch it!
Start gathering feedback again...
Summing up...




Credit: Flickr user ‘ucumari’
Summing up...
           Feedback, feedback, and more feedback




Credit: Flickr user ‘ucumari’
Summing up...
           Feedback, feedback, and more feedback

           Follow how people actually use your system




...
Summing up...
           Feedback, feedback, and more feedback

           Follow how people actually use your system

   ...
Summing up...
           Feedback, feedback, and more feedback

           Follow how people actually use your system

   ...
Summing up...
           Feedback, feedback, and more feedback

           Follow how people actually use your system

   ...
Summing up...
           Feedback, feedback, and more feedback

           Follow how people actually use your system

   ...
Homework: Read Stewart Brand’s
How Buildings Learn: What happens after they’re built
I’m dburka
 digg flickr twitter dopplr clustershot last.fm




weblog: deltatangobravo.com     email: daniel@digg.com
FOWA Miami 2009 Workshop
FOWA Miami 2009 Workshop
FOWA Miami 2009 Workshop
FOWA Miami 2009 Workshop
FOWA Miami 2009 Workshop
FOWA Miami 2009 Workshop
FOWA Miami 2009 Workshop
FOWA Miami 2009 Workshop
FOWA Miami 2009 Workshop
FOWA Miami 2009 Workshop
FOWA Miami 2009 Workshop
FOWA Miami 2009 Workshop
FOWA Miami 2009 Workshop
FOWA Miami 2009 Workshop
FOWA Miami 2009 Workshop
FOWA Miami 2009 Workshop
FOWA Miami 2009 Workshop
FOWA Miami 2009 Workshop
FOWA Miami 2009 Workshop
FOWA Miami 2009 Workshop
FOWA Miami 2009 Workshop
FOWA Miami 2009 Workshop
FOWA Miami 2009 Workshop
FOWA Miami 2009 Workshop
FOWA Miami 2009 Workshop
FOWA Miami 2009 Workshop
FOWA Miami 2009 Workshop
FOWA Miami 2009 Workshop
FOWA Miami 2009 Workshop
FOWA Miami 2009 Workshop
FOWA Miami 2009 Workshop
FOWA Miami 2009 Workshop
FOWA Miami 2009 Workshop
FOWA Miami 2009 Workshop
FOWA Miami 2009 Workshop
FOWA Miami 2009 Workshop
FOWA Miami 2009 Workshop
FOWA Miami 2009 Workshop
FOWA Miami 2009 Workshop
FOWA Miami 2009 Workshop
FOWA Miami 2009 Workshop
FOWA Miami 2009 Workshop
FOWA Miami 2009 Workshop
FOWA Miami 2009 Workshop
FOWA Miami 2009 Workshop
FOWA Miami 2009 Workshop
FOWA Miami 2009 Workshop
FOWA Miami 2009 Workshop
FOWA Miami 2009 Workshop
FOWA Miami 2009 Workshop
FOWA Miami 2009 Workshop
FOWA Miami 2009 Workshop
FOWA Miami 2009 Workshop
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FOWA Miami 2009 Workshop
FOWA Miami 2009 Workshop
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FOWA Miami 2009 Workshop

  1. 1. Working titles Design lessons learned in the trenches A (semi-organized) brain dump of current design challenges Stuff we got right and wrong (and what we’re doing about it) Credit: Flickr user ‘justin0842’
  2. 2. Ground rules Ask questions anytime... yell out if I don’t see your hand It’s more important to elaborate than to cover everything You can DM me @dburka with specific things to cover via istockphoto.com
  3. 3. Today’s agenda Credit: Flickr user S.O.F.T.
  4. 4. Today’s agenda 1. Get the basics out of the way Credit: Flickr user S.O.F.T.
  5. 5. Today’s agenda 1. Get the basics out of the way 2. Designing for engagement Credit: Flickr user S.O.F.T.
  6. 6. Today’s agenda 1. Get the basics out of the way 2. Designing for engagement 3. Positive behaviors by design Credit: Flickr user S.O.F.T.
  7. 7. Today’s agenda 1. Get the basics out of the way 2. Designing for engagement 3. Positive behaviors by design 4. Handling (lots of) user feedback Credit: Flickr user S.O.F.T.
  8. 8. Today’s agenda 1. Get the basics out of the way 2. Designing for engagement 3. Positive behaviors by design 4. Handling (lots of) user feedback 5. Iterative design strategies + a case study Credit: Flickr user S.O.F.T.
  9. 9. Today’s agenda 1. Get the basics out of the way 2. Designing for engagement 3. Positive behaviors by design 4. Handling (lots of) user feedback 5. Iterative design strategies + a case study + Your suggestions Credit: Flickr user S.O.F.T.
  10. 10. Challenge Encouraging people to participate
  11. 11. Joshua Porter (bokardo) “You probably have a community whether you know it or not.” Via ChinPosin.com
  12. 12. How do your people participate? Different sites have different issues
  13. 13. Reduce the barrier to entry Simplify sign-up, not just registration Credit: Flickr user ‘notsogoodphotography’
  14. 14. E-commerce example
  15. 15. E-commerce example
  16. 16. Dip a toe in the water Get going quickly and get invested quickly Credit: Flickr user ‘notsogoodphotography’
  17. 17. Start simple Easier to grok, more engaging
  18. 18. Show, don’t tell Showing is much more enticing (usually)
  19. 19. Credit: Flickr user ‘inoxkrow’ Increase benefit Go beyond altruistic motivations
  20. 20. Challenge Promoting positive participation
  21. 21. Personal profiles Encourage trust and connections Credit: Flickr user ‘mrclean’
  22. 22. Focus on tension points Copy and design can go a long way Credit: Flickr user ‘sarahkim’
  23. 23. Avoid negative competition ‘King of the hill’ contests don’t scale Credit: Flickr user ‘cmichel67’
  24. 24. Cons Digg top users list
  25. 25. • Too basic, too static Cons Digg top users list
  26. 26. • Too basic, too static • Frustrating to climb ladder once others established Cons Digg top users list
  27. 27. • Too basic, too static • Frustrating to climb ladder once others established Cons Digg top users list • Taps into negative self-interest as well
  28. 28. • Too basic, too static • Frustrating to climb ladder once others established Cons Digg top users list • Taps into negative self-interest as well • Cutthroats climb ladder at any cost
  29. 29. • Too basic, too static • Frustrating to climb ladder once others established Cons Digg top users list • Taps into negative self-interest as well • Cutthroats climb ladder at any cost • Creates very influential users
  30. 30. Prostop users list Digg
  31. 31. • Easy to understand: simple sum Prostop users list Digg
  32. 32. • Easy to understand: simple sum • Fantastic incentive to participate at the beginning Prostop users list Digg
  33. 33. • Easy to understand: simple sum • Fantastic incentive to participate at the beginning Prostop users list Digg • Taps into peoples’ self-interest in a positive way
  34. 34. • Easy to understand: simple sum • Fantastic incentive to participate at the beginning Prostop users list Digg • Taps into peoples’ self-interest in a positive way • Healthy competition when benefit is low
  35. 35. • Easy to understand: simple sum • Fantastic incentive to participate at the beginning Prostop users list Digg • Taps into peoples’ self-interest in a positive way • Healthy competition when benefit is low • Creates recognizable ‘celebrity’ contributors
  36. 36. Digg top users list Possible improvements?
  37. 37. Keep it positive Seems simple, but it’s difficult to stay focused on it
  38. 38. Focus on the individual Award individuals for personal accomplishments
  39. 39. Self-policing Empower users to take care of issues themselves
  40. 40. Challenge Handling (lots of) user feedback
  41. 41. Mozilla.org Public site redesign in 2004
  42. 42. I don't like it a bit. What was wrong with the current one?
  43. 43. I don't like it a bit. What was wrong with the current one? Looks like your average small company website.
  44. 44. 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.
  45. 45. 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.
  46. 46. Feedback is more than ‘Good’ or ‘Bad’
  47. 47. Feedback isn’t binary
  48. 48. Feedback isn’t binary • Much more than a simple “it’s good” or “it sucks”
  49. 49. Feedback isn’t binary • Much more than a simple “it’s good” or “it sucks” • Many factors:
  50. 50. Feedback isn’t binary • Much more than a simple “it’s good” or “it sucks” • Many factors: • Timing
  51. 51. Feedback isn’t binary • Much more than a simple “it’s good” or “it sucks” • Many factors: • Timing • User type
  52. 52. Feedback isn’t binary • Much more than a simple “it’s good” or “it sucks” • Many factors: • Timing • User type • Setting
  53. 53. Feedback isn’t binary • Much more than a simple “it’s good” or “it sucks” • Many factors: • Timing • User type • Setting • Community type
  54. 54. Feedback isn’t binary • Much more than a simple “it’s good” or “it sucks” • Many factors: • Timing • User type • Setting • Community type • Etc...
  55. 55. Collecting feedback How do you collect feedback?
  56. 56. Off the top of my head Collecting feedback Feedback at Digg, Pownce, silverorange Email Twitter, blogs, etc Comments! Press Focus groups Phone Stats Forums Conferences Parties! Townhalls Internal conversations Task analysis
  57. 57. Established vs Young Experiences with the Digg and Pownce communities via AlphaTangoBravo / Adam Baker
  58. 58. Young vs Established
  59. 59. Young vs Established • Pownce was relatively young
  60. 60. Young vs Established • Pownce was relatively young • ~270,000 users
  61. 61. Young vs Established • Pownce was relatively young • ~270,000 users • Just over a year and a half old
  62. 62. Young vs Established • Pownce was relatively young • ~270,000 users • Just over a year and a half old • Digg is relatively old
  63. 63. Young vs Established • Pownce was relatively young • ~270,000 users • Just over a year and a half old • Digg is relatively old • ~3+ million users and 30+ million uniques/month
  64. 64. Young vs Established • Pownce was relatively young • ~270,000 users • Just over a year and a half old • Digg is relatively old • ~3+ million users and 30+ million uniques/month • Almost 4 years old
  65. 65. Young vs Established
  66. 66. Young vs Established • Feedback has less volume
  67. 67. Young vs Established • Feedback has less volume • Less feedback is easier to parse
  68. 68. Young vs Established • Feedback has less volume • Less feedback is easier to parse • Less feedback makes it harder to find patterns
  69. 69. Young vs Established • Feedback has less volume • Less feedback is easier to parse • Less feedback makes it harder to find patterns • People feel connected to the site’s growth
  70. 70. Young vs Established • Feedback has less volume • Less feedback is easier to parse • Less feedback makes it harder to find patterns • People feel connected to the site’s growth • Positive, energetic, forgiving
  71. 71. Young vs Established • Feedback has less volume • Less feedback is easier to parse • Less feedback makes it harder to find patterns • People feel connected to the site’s growth • Positive, energetic, forgiving • Nimble and responsive site
  72. 72. Young vs Established
  73. 73. Young vs Established • Feedback has more volume
  74. 74. Young vs Established • Feedback has more volume • Difficult to parse and handle
  75. 75. Young vs Established • Feedback has more volume • Difficult to parse and handle • Patterns are less prone to error
  76. 76. Young vs Established • Feedback has more volume • Difficult to parse and handle • Patterns are less prone to error • People have invested themselves
  77. 77. Young vs Established • Feedback has more volume • Difficult to parse and handle • Patterns are less prone to error • People have invested themselves • Patterns and familiarities have formed
  78. 78. Young vs Established • Feedback has more volume • Difficult to parse and handle • Patterns are less prone to error • People have invested themselves • Patterns and familiarities have formed • Self aware communities and cliques exist
  79. 79. Young vs Established • Feedback has more volume • Difficult to parse and handle • Patterns are less prone to error • People have invested themselves • Patterns and familiarities have formed • Self aware communities and cliques exist • Expectations of performance have been created
  80. 80. Young vs Established • Feedback has more volume • Difficult to parse and handle • Patterns are less prone to error • People have invested themselves • Patterns and familiarities have formed • Self aware communities and cliques exist • Expectations of performance have been created • And, your business may be slower too...
  81. 81. Types of feedback a Types of feedback • Different types require different responses, carry different weights
  82. 82. Types of feedback a Positive feedback “ The new stuff looks great!! Now I know what you’ve been working so hard on!!! Dad “ Wow, this is so much better than the old design. Now that I’ve had a chance to use it, I love it. Thanks.
  83. 83. Types of feedback a Bug reports “ When I select a username I get a 404 error. Can you guys look into it? “ The thing jumps around after I click on the other thing. It’s annoying. Please fix it, thanks.
  84. 84. Types of feedback a 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 need... “ It would be easy just to... “ It’s ok, but what took so long?
  85. 85. Types of feedback a Expert feedback “ I am going to both share my opinion on what the problems are and actually address them...
  86. 86. Types of feedback a Implicit feedback
  87. 87. Types of feedback a Implicit feedback • Observing user behavior
  88. 88. Types of feedback a Implicit feedback • Observing user behavior • Objective metrics
  89. 89. Types of feedback a Implicit feedback • Observing user behavior • Objective metrics • Speaks for the non-commenters
  90. 90. Types of feedback a Implicit feedback • Observing user behavior • Objective metrics • Speaks for the non-commenters • People don’t do what they say
  91. 91. Types of feedback a Implicit feedback • Observing user behavior • Objective metrics • Speaks for the non-commenters • People don’t do what they say • Digg commenters are typical of this: “That’s why I never come here anymore”!!
  92. 92. Reacting to feedback b Reacting to feedback
  93. 93. Reacting to feedback b Reacting to feedback • First step: Don’t do anything!
  94. 94. Reacting to feedback b Reacting to feedback • First step: Don’t do anything! • Immediate reaction will be to go back to the old way
  95. 95. Reacting to feedback b Reacting to feedback • First step: Don’t do anything! • Immediate reaction will be to go back to the old way • Hesitate to create a ‘back’ switch
  96. 96. Reacting to feedback b Reacting to feedback • First step: Don’t do anything! • Immediate reaction will be to go back to the old way • Hesitate to create a ‘back’ switch • Don’t paint yourself into corners
  97. 97. Reacting to feedback b Reacting to feedback • First step: Don’t do anything! • Immediate reaction will be to go back to the old way • Hesitate to create a ‘back’ switch • Don’t paint yourself into corners • Don’t end up implementing a patchy fix instead of seeing the problem
  98. 98. Reacting to feedback b Reacting to feedback
  99. 99. Reacting to feedback b Reacting to feedback • Wait for a period and then collect the feedback
  100. 100. Reacting to feedback b Reacting to feedback • Wait for a period and then collect the feedback • Identify themes and strong ideas
  101. 101. Reacting to feedback b Reacting to feedback • Wait for a period and then collect the feedback • Identify themes and strong ideas • Try to make quantifiable judgements
  102. 102. Reacting to feedback b Reacting to feedback • Wait for a period and then collect the feedback • Identify themes and strong ideas • Try to make quantifiable judgements • Cherry pick great ideas (especially from experts!)
  103. 103. Reacting to feedback b Reacting to feedback • Wait for a period and then collect the feedback • Identify themes and strong ideas • Try to make quantifiable judgements • Cherry pick great ideas (especially from experts!) • Take implicit feedback seriously... could be the opposite of the explicit feedback
  104. 104. c Extreme feedback Handling the extremes Riots, petitions, mass-defection threats, etc.
  105. 105. c Extreme feedback Handling the extremes Riots, petitions, mass-defection threats, etc. • Take feedback seriously, but don’t sway your vision and don’t panic
  106. 106. c Extreme feedback Handling the extremes Riots, petitions, mass-defection threats, etc. • Take feedback seriously, but don’t sway your vision and don’t panic • BE AS HONEST AS YOU CAN BE
  107. 107. c Extreme feedback Handling the extremes Riots, petitions, mass-defection threats, etc. • Take feedback seriously, but don’t sway your vision and don’t panic • BE AS HONEST AS YOU CAN BE • You don’t have to go into technical specifics, but...
  108. 108. c Extreme feedback Handling the extremes Riots, petitions, mass-defection threats, etc. • Take feedback seriously, but don’t sway your vision and don’t panic • BE AS HONEST AS YOU CAN BE • You don’t have to go into technical specifics, but... • Don’t be unnecessarily vague
  109. 109. c Extreme feedback Handling the extremes Riots, petitions, mass-defection threats, etc. • Take feedback seriously, but don’t sway your vision and don’t panic • BE AS HONEST AS YOU CAN BE • You don’t have to go into technical specifics, but... • Don’t be unnecessarily vague • Try (key word!) to get out in front of issues...
  110. 110. Challenge Managing change Iterative design strategies
  111. 111. Credit: Martin_Heigan Your design sucks Trust me, you can do better
  112. 112. In-n-Out Contract work In-house work VS Credit: Mark Trammell aka chasingfun
  113. 113. Handling feedback What do people want and why do they want it? Credit: Flickr user ‘notsogoodphotography’
  114. 114. Desire paths Don’t try to predict everything Credit: Phil Gyford
  115. 115. Adapt to Scale It’s a great problem to have
  116. 116. Subtraction is iteration too Try to remove as much as you add Credit: Rev Dan Catt
  117. 117. Credit: kimballhoman + (flickr) Realign, don’t redesign Cameron Moll is clever
  118. 118. “Every time I hear a designer say the word innovation I reach for my revolver.... so I can shoot them in the face” Stuart Butterfield, Flickr March, 2008
  119. 119. Adapt to survive If iterative design isn’t instinctual, be convincing
  120. 120. A case study Digg comments
  121. 121. Step 1 Get it out there
  122. 122. Step 2 Add sophistication
  123. 123. by dburka 20 minutes ago Of course, what McCain is trying to avoid anyone noticing is that the problem isn't regulators failing to do their job; it's that that man he tapped to write his economic policy - Phil Gramm - removed oversight of the instruments that are laying waste to the finance sector from the regulators' job descriptions. Reply to this comment by marktrammell 16 minutes ago We all know McCain is incompetent when it comes to the economy, and that Phil Gramm sold out the finance sector. You would think they would have brought in someone with substance when Phil hit the road. 5 Replies to this comment by dburka 14 minutes ago We all know McCain is incompetent when it comes to the economy, and that Phil Gramm sold out the finance sector. You would think they would have brought in someone with substance when Phil hit the road. Step 3 5 Replies to this comment by kurtwilms 12 minutes ago Start revising We all know McCain is incompetent when it comes to the economy, and that Phil Gramm sold out the finance sector. You would think they would have brought in someone with substance when Phil hit the road. Reply to this comment by kevinrose 10 minutes ago
  124. 124. Set goals Add multiple levels of nesting Reduce complexity of nesting Discourage top-posting Increase participation Improve quality of discussions Address scaling issues Make things feel simpler & improve interactions
  125. 125. by dburka 20 minutes ago Of course, what McCain is trying to avoid anyone noticing is that the problem isn't regulators failing to do their job; it's that that man he tapped to write his economic policy - Phil Gramm - removed oversight of the instruments that are laying waste to the finance sector from the regulators' job descriptions. Reply to this comment by marktrammell 16 minutes ago We all know McCain is incompetent when it comes to the economy, and that Phil Gramm sold out the finance sector. You would think they would have brought in someone with substance when Phil hit the road. 5 Replies to this comment by dburka 14 minutes ago We all know McCain is incompetent when it comes to the economy, and that Phil Gramm sold out the finance sector. You would think they would have brought in someone with substance when Phil hit the road. 5 Replies to this comment by kurtwilms 12 minutes ago We all know McCain is incompetent when it comes to the economy, and that Phil Gramm sold out the finance sector. You would think they would have brought in someone with substance when Phil hit the road. Reply to this comment by kevinrose 10 minutes ago
  126. 126. Measure success Add multiple levels of nesting Reduce complexity of nesting Discourage top-posting Increase participation Improve quality of discussions Address scaling issues Make things feel simpler & improve interactions
  127. 127. Measure success Add multiple levels of nesting Reduce complexity of nesting Discourage top-posting Increase participation Improve quality of discussions Address scaling issues Make things feel simpler & improve interactions
  128. 128. Measure success Add multiple levels of nesting Reduce complexity of nesting Discourage top-posting Increase participation Improve quality of discussions Address scaling issues Make things feel simpler & improve interactions
  129. 129. Measure success Add multiple levels of nesting Reduce complexity of nesting Discourage top-posting Increase participation Improve quality of discussions Address scaling issues Make things feel simpler & improve interactions
  130. 130. Measure success Add multiple levels of nesting Reduce complexity of nesting Discourage top-posting Increase participation Improve quality of discussions Address scaling issues Make things feel simpler & improve interactions
  131. 131. Measure success Add multiple levels of nesting Reduce complexity of nesting Discourage top-posting Increase participation Improve quality of discussions Address scaling issues Make things feel simpler & improve interactions
  132. 132. Measure success Add multiple levels of nesting Reduce complexity of nesting Discourage top-posting Increase participation Improve quality of discussions Address scaling issues Make things feel simpler & improve interactions
  133. 133. Measure success Add multiple levels of nesting Reduce complexity of nesting Discourage top-posting Increase participation Improve quality of discussions Address scaling issues Make things feel simpler & improve interactions
  134. 134. One long year... ( I’m sorry ) Credit: Flickr user xjrlokix
  135. 135. Then we got it right Well... sort of
  136. 136. Gather feedback Explicit and implicit
  137. 137. Set new goals (Idea is to avoid feature creep and gauge success) Make things feel simpler & improve interactions Improve performance Add most requested functionality
  138. 138. Create some comps Somewhere to start discussion
  139. 139. User test #1 Focus group novices and experts
  140. 140. Ask for more feedback Really? Yes.
  141. 141. Create refined comps In this case html/css/js comps
  142. 142. Implement Work closely with the development team
  143. 143. User test #2 Perform task analysis
  144. 144. Things we didn’t do Set a public timeline Try to get it perfect Include everything people wanted
  145. 145. Launch it! Start gathering feedback again...
  146. 146. Summing up... Credit: Flickr user ‘ucumari’
  147. 147. Summing up... Feedback, feedback, and more feedback Credit: Flickr user ‘ucumari’
  148. 148. Summing up... Feedback, feedback, and more feedback Follow how people actually use your system Credit: Flickr user ‘ucumari’
  149. 149. Summing up... Feedback, feedback, and more feedback Follow how people actually use your system Subtraction is iteration too Credit: Flickr user ‘ucumari’
  150. 150. Summing up... Feedback, feedback, and more feedback Follow how people actually use your system Subtraction is iteration too Measurable goals are crucial Credit: Flickr user ‘ucumari’
  151. 151. Summing up... Feedback, feedback, and more feedback Follow how people actually use your system Subtraction is iteration too Measurable goals are crucial Avoid concrete timelines and avoid bloat Credit: Flickr user ‘ucumari’
  152. 152. Summing up... Feedback, feedback, and more feedback Follow how people actually use your system Subtraction is iteration too Measurable goals are crucial Avoid concrete timelines and avoid bloat Leave time to iterate, in fact plan for it Credit: Flickr user ‘ucumari’
  153. 153. Homework: Read Stewart Brand’s How Buildings Learn: What happens after they’re built
  154. 154. I’m dburka digg flickr twitter dopplr clustershot last.fm weblog: deltatangobravo.com email: daniel@digg.com
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