Are you ready for user feedback - tcworld India-2017

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

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