The document outlines the differences between launching software and hardware, emphasizing the rapid delivery pace and user engagement strategies in software. It covers the importance of tech support, live operations, and analytics in tracking user progress and improving the application. Additionally, it details the processes for handling bugs and issues during app launch and support phases.

1. How launching Software
is Different
(than hardware)

2. 1. Launching Software (15 min)
2. How do we keep our users engaged? (10 min)
3. Tech support 101 (10 min)
4. Live Operations and You (5 min)
5. Q&A (10min)
You will walk away understanding
○ how we launch software
○ how we track progress and improve software
Agenda

6. Software is different
Delivery Pace!

7. Delivery Cadence
New Releases
As often as every 3 weeks
Hotfix in minutes to days

8. 1. Service model
1. Different Tradeoffs
Fast delivery pace changes the software game ...

9. 1. Service Model
Tangible Intangible
Lasts - Customer expect to use the
same version
Perishable - Customers expect new
versions constantly
Control Quality with Data Control Quality with Experience

10. 2. Flexible Delivery allows for different Tradeoffs
Good
CheapFast
Very Good
Not
Cheap
Slow
Right Product
Medical Device
Right Product must be do one
thing really well, be reliable,
don’t kill anyone!

11. 2. Software Tradeoffs early stage vs late stage
OK
Medium
Cheap
Very Fast
Very Fast
OK
Very Cheap
Right Product must give users a great experience and solve their
problems. Software startups need more cycles to get to the Right
Product. So we optimize for fast and cheap.
Early Facebook
(Beta)
Our Product (Beta) Today’s Facebook
Good
Not
Cheap
Medium
Fast

12. ● 2-3x the development budget
● 5x the clinical trial budget
● 18 additional months minimum (1-3 cycles of learning)
● We’d run out of runway!
● We’d be behind.
If we wanted to ship software fully baked...

13. 1. App Readiness
○ Testing - human and automated
○ Triage and Bug fix
○ End to end Carrot trial
2. Security
○ Network testing
○ App testing
Getting ready for launch
3. Analytics
○ Mixpanel, Tableau, Dashboards
4. Tech Support
○ FAQs, processes, staffing
5. Dev Ops and Live Ops
○ Cross Training
○ Pager duty

14. ● No production level Blocker-p0 bugs
○ Users are able to download, install, login
○ All intended screens are functional for whitelisted phones
○ Coaches can message users
○ Minimal app crashes
● Improvements come from two places:
○ 1. Not built to specification ← Mostly fixed before we go live
Ready to Launch when...

15. Launch and Learn with friendlies
Customer
Customer
Oct Nov Dec Jan
We will pull out all the stops!
Customer
Customer
Customer
Customer

16. What are stops?

17. ● Analytics - Watch what happens, closely, every day
● Tech Support & LiveOps - Be there, help them, make fans of them
● All the stops - We all pitch in to give users….
Launch and Learn

18. Analytics and tracking

19. Valuable to track our users to...
1. Identify pool of users to reach out to
i. Users experiencing technical blocks
ii. Disengaged users
2. Measure general app engagement and system health
i. Daily/weekly app opens, time spent inside the app
3. See how users progress through the full journey
i. Identify friction points to inform longer-term design changes

20. Tech Support

21. ● Email, phone and live chat
● 8 am to 5 pm PST, M - F
● Response time for emails = 24 hours
● We use Freshdesk to handle all tech support
● We will never not have bugs, that’s why I’m here!
Tech Support 101

22. So what happens when a user reports a bug?
1. I make sure we have all the information we need to
debug, and if we don’t have it, I request it
2. I create a ticket in JIRA for the issue, link it to the
user’s email in Freshdesk, and notify QA
3. QA gets back to me within 2 days to let me know if
there’s a fix, a workaround, or provide an estimated
timeline for resolution to the user
Tech Support 101

24. Live Operations

25. Live Operations And You!
● What is a fire?
P0 (Fire) - Crashes, Freezes, Progression Blockers, Core App Functionality Stops Working.
- Unable to Complete A Core Lesson (This Excludes Build Activities/Challenges)
- Unable to Log Cigarettes.
- Unable to Use the Coaching Tab.
P1 - Incomplete, Incorrect, or Missing Functionality.
- Unable to restart the dashboard tutorial.
- Single Missing Medication Card.
P2 - Visual Cosmetic Issues or App Flow Improvements.
- UI/UX issues, Spelling Mistakes, Minor Graphical Issues.
- Suggestions or Improvements.
● What Are The Different Types of Issues - Knowing The Terms
A fire is any issue that requires immediate attention from the team that must be fixed.
Categories of Issues: P0 | P1 | P2 (P = Priority)

26. What To Do If You Suspect a Fire?
Do Not Ignore It! Ask For Help!
#Live-Operations
For Urgent Issues
Please Also Message Us
We will look into the issue, log a ticket, and hand it off to the
appropriate team member.

27. We will pull out all the stops!