Interpreting Feedback

Mozilla.org Public Site Redesign in 2004 2

Mozilla.org Public Site Redesign in 2004 I don't like it a bit. What was wrong with the current one? 3

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. 4

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. 5

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. 6

Feedback is More than ‘Good’ or ‘Bad’ 7

Digg & Pownce Established vs.Young Communities 8

Pownce 3 months old (100,000+ people) Young community People feel connected to the site’s growth Positive, energetic, forgiving Nimble and responsive site 9

Digg 3 years old (almost 2 million people) People have invested themselves Patterns and familiarities have formed Expectations of performance have been created 10

How does feedback inﬂuence change? Before: Is the change worth it? During: Gathering feedback After: Reacting to feedback 11

Example: New Digg Comments System Goals: More sophisticated threading Faster page loads More on-topic discussions 12

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 13

Gathering Feedback Type 1: Positive Feedback! 18

Gathering Feedback Type 1: Positive Feedback! I just stumbled across your example today! Very nice! Greatly appreciated! 19

Gathering Feedback Type 1: Positive Feedback! The new stuff looks great!! Now I know what you’ve been working so hard on!!! Dad 20

Gathering Feedback Type 2: Bug Reports When I select a username I get a 404 error. 21

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? 22

Gathering Feedback Type 4: Expert Feedback I am going to both share my opinion on what the problems are and actually _address_ them... 23

Gathering Feedback Type 5: Implicit Feedback Observing user behavior Objective metrics Speaks for the silent users 24

Total comments increased by over 30% Unique commenters increased by around 20% Unique comments per person increased by about 15% 25

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 28

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 33

Thanks! Have any feedback or questions? Slides will be available at www.deltatangobravo.com Illustrations by Ryan Putnam (via istockphoto.com) 40

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Interpreting Feedback

by Daniel Burka

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