are you ready for user feedback - tcworld india-2017
TRANSCRIPT
who’s talkingDimiter Simov (Jimmy), @dsimov
techwriter, UX professional, mentor, trainer
founder of the 1st usability consultancy in Bulgaria
likes to raise usability awareness
believes that IT can be usable
https://about.me/dsimov
feedback is precious
369
1 383feedback
633feedback with comments
actionable comments
1 400 000user sessions
~1 of 3 800
~1 of 2 200
~1 of 1 000
somewhats: most actionable
feedbackwith comments
actionable comments
all 46% 58%
yes 29% 9%
somewhat 69% 91%
no 69% 83%
~30% of all pages have feedback
1100315
pages in the documentationpages with feedback
500 1 000 1 500
feed
bac
k en
trie
s
articles
feedback’s long-neck
3> 50
1539 to 15
4914 to 5
249< 5
by number of feedback entries
they write about
0% 10% 20% 30% 40%
other
broken link
screenshots
language
wrong docu
suggestion
examples
troubleshooting
comprehension
missing info
dev & infodev reaction
protective – stupid users
overloaded – analysis needed
mindful – users might have a point
thankful – better documentation
take home
Before 1. Appoint a driver + win an executive champion
2. Check the legal side: data protection, personnel evaluation
3. Pick a tool: consider both set up and analysis
During1. Set up a process for addressing the issues
2. Provide regular updates to the team
3. Find a way to report back to readers
4. Be humble: if users don’t understand, it is your fault