are you ready for user feedback?
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
my goal
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 Aug 2015 - 31 Jan 2017
was this article helpful? 1383 answers
yes, 796, 58%
somewhat, 248, 18%
no, 339, 24%
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
actionable feedback
369 answers ~ 27 %
yes
somewhat
no
actionable1%
actionable11%
actionable14%
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
feedback is scarce
3 060 0001 382
page views feedback entries
1 000 000 2 000 000 3 000 000
top topicssize = feedback counthow toconcept or entry point
rati
ng
views
the restra
tin
g
views
excellentgood
watch out NO
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
users learn to be critical
feedback scores went down
actionable comments went up
first 12 months
we learn to improve
actionable comments go down
feedback scores are getting better
last 6 months
they write about
0% 10% 20% 30% 40%
other
broken link
screenshots
language
wrong docu
suggestion
examples
troubleshooting
comprehension
missing info
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
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
feedback
