are you ready for user feedback?
TRANSCRIPT
are you ready for user feedback?
@eanatchkova
@dsimov
#tcworld
#tekom
who’s talking?
info developer, inspiration &
innovation seeker
founder of the 1st BG robotics school
Ekaterina Mitova
likes to find new ways to do a better job
believes that you can always improve things
Dimiter Simov (Jimmy)
usability professional, UX mentor and trainer
founder of the 1st BG usability consultancy
likes to raise usability awareness
believes that IT can be usable
our goal today
share experience and insights
provoke and maybe inspire you
Core
service
service
service
serviceservice
service
service
feed-back
SAP HANA Cloud Platform
now stats: 1 Oct 2015 - 30 Sep 2016
was this article helpful?
yes; 552
somewhat; 200
no; 241
993 answers
~25% of all pages have feedback1060
261pages in the documentationpages with feedback
feedback is scarce
500 000 1 000 000 1 500 000 2 000 000
2 150 000993
page views feedback entries
feedback is precious
241
993feedback447feedback with comments
actionable comments
561 000user sessions
~1 of 2300~1 of 1200~1 of 560
feedback by views and rating
0 20,000 40,000 60,000 80,0000
20
40
60
80
100
views
ratin
gtop 20 topics
0 10000 20000 30000 400000
20
40
60
80
100
next 241 topics
excellentgood
watch out NO
feedback is not distributed evenly3 (> 40 entries)
18 (10 to 39 entries)
34 (5 to 9 entries)
206 (< 4 entries)
feedback’s long-neckChart Title
topics
feed
back
ent
ries
3 18 34 206
users learn to be critical
Feedback scores go down(0 to 100)
Actionable comments go up (complaints, suggestions)
they write about
missing infoinaccuracy
troubleshootingfeature
screenshotbroken link
language and formatting
generalexamples
not clear what user wants
0% 10% 20% 30% 40%
most feedback we get on…
Mon Tue Wed Thu Fri Sat Sun
Wednesday
insights
dev & infodev reaction
protective – stupid users
overloaded – analysis needed
mindful – users might have a point
thankful – better documentation
process
establish
adopt & adapt
stick to
drive
learning
write better
feel appreciated
accept criticism
feedback
some images we did not use