Interpreting Feedback

1

Mozilla.orgPublic Site Redesign in 2004

2

Mozilla.orgPublic Site Redesign in 2004

I don't like it a bit. What was wrong with the current one?

3

Mozilla.orgPublic 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.orgPublic 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.orgPublic 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 & PownceEstablished vs. Young Communities

8

Young community

People feel connected to the site’s growth

Positive, energetic, forgiving

Nimble and responsive site

Pownce3 months old (100,000+ people)

9

Digg3 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

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

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

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

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

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

Type 5: Implicit Feedback

Observing user behavior

Objective metrics

Speaks for the silent users

Gathering Feedback

24

Total comments increased by over 30%Unique commenters increased by around 20%

Unique comments per person increased by about 15%

25

Total comments increased by over 30%Unique commenters increased by around 20%

Unique comments per person increased by about 15%

26

Total comments increased by over 30%Unique commenters increased by around 20%

Unique comments per person increased by about 15%

27

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

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

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

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

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

Lessons LearnedPlan 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

Lessons LearnedPlan 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

Lessons LearnedPlan 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

Lessons LearnedPlan 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

Lessons LearnedPlan 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

Lessons LearnedPlan 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

Lessons LearnedPlan 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

Thanks!Have any feedback or questions?

Slides will be available at www.deltatangobravo.com

Illustrations by Ryan Putnam (via istockphoto.com)

40