Are you ready for user feedback - tcworld India-2017

Download Are you ready for user feedback - tcworld India-2017

Post on 21-Jan-2018

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  1. 1. are you ready for user feedback?
  2. 2. whos talking Dimiter 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
  3. 3. my goal share experience and insights provoke and maybe inspire you
  4. 4. Core service service service serviceservice service service feed- back SAP HANA Cloud Platform
  5. 5. collecting https://help.hana.ondemand.com/
  6. 6. now stats: 1 Aug 2015 - 31 Jan 2017
  7. 7. was this article helpful? 1383 answers yes, 796, 58% somewhat, 248, 18% no, 339, 24%
  8. 8. 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
  9. 9. actionable feedback 369 answers ~ 27 % yes somewhat no actionable 1% actionable 11% actionable 14%
  10. 10. somewhats: most actionable feedback with comments actionable comments all 46% 58% yes 29% 9% somewhat 69% 91% no 69% 83%
  11. 11. ~30% of all pages have feedback 1100 315 pages in the documentation pages with feedback 500 1 000 1 500
  12. 12. feedback is scarce 3 060 000 1 382 page views feedback entries 1 000 000 2 000 000 3 000 000
  13. 13. top topics size = feedback count how to concept or entry point rating views
  14. 14. the restrating views excellentgood watch out NO
  15. 15. feedbackentries articles feedbacks long-neck 3 > 50 15 39 to 15 49 14 to 5 249 < 5 by number of feedback entries
  16. 16. users learn to be critical feedback scores went down actionable comments went up first 12 months
  17. 17. we learn to improve actionable comments go down feedback scores are getting better last 6 months
  18. 18. they write about 0% 10% 20% 30% 40% other broken link screenshots language wrong docu suggestion examples troubleshooting comprehension missing info
  19. 19. most feedback we get on Mon Tue Wed Thu Fri Sat Sun Wednesday
  20. 20. insights
  21. 21. dev & infodev reaction protective stupid users overloaded analysis needed mindful users might have a point thankful better documentation
  22. 22. process establish adopt & adapt stick to drive
  23. 23. learning write better feel appreciated accept criticism
  24. 24. 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 During 1. 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 dont understand, it is your fault
  25. 25. feedback