Interpreting Feedback

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Slide 2: Mozilla.org Public Site Redesign in 2004 2

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

Slide 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. 4

Slide 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. 5

Slide 6: 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

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

Slide 8: Digg & Pownce Established vs.Young Communities 8

Slide 9: 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

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

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

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

Slide 13: 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

Slide 14: 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 14

Slide 15: 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 15

Slide 16: 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 16

Slide 17: 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 17

Slide 18: Gathering Feedback Type 1: Positive Feedback! 18

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

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

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

Slide 22: 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

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

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

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

Slide 26: Total comments increased by over 30% Unique commenters increased by around 20% Unique comments per person increased by about 15% 26

Slide 27: Total comments increased by over 30% Unique commenters increased by around 20% Unique comments per person increased by about 15% 27

Slide 28: 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

Slide 29: 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 29

Slide 30: 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 30

Slide 31: 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 31

Slide 32: 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 32

Slide 33: 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

Slide 34: 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 34

Slide 35: 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 35

Slide 36: 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 36

Slide 37: 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 37

Slide 38: 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 38

Slide 39: 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 39

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