From Feedback to Feature - Jay Rogers

•

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Want to learn how to bring in research methods, customer insight, and analysis when designing new features or product UI? In this talk, we will show you how to pull insight from customer interviews, distill that into actionable infographics, and create guiding principles that drive your design.

Software

From Feedback to Feature
JAY ROGERS • DESIGNER • ATLASSIAN • @jbrogers

Hi, we have 20 minutes!
jrogers@atlassian.com
@jbrogers

Questions?
Ask live: bit.ly/ask-atlassian
!
Log in with the email you used to register

• Online user groups and forums
• StackOverflow & Quora
• Support and feature requests
• License databases
• In-product feedback buttons

“Let’s not talk about innovation.
Let’s talk about fun.”
—Dan Szuc

CRUNCHING
• patterns - where is the same thing
happening?
• what are the questions they are asking?
• relationships between things and people
• topic areas, similar problems
• where are goals similar

UPDATING CONTENT
CLIENT LOGINS
UPGRADES
CRUNCHING

PUBLIC SERVICE ANNOUNCEMENT
Panorama mode works
great on whiteboards!

CRUNCHING
MAPPING
CONCEPT MATRIX
JOURNEY MAP
ENTITY MAP
VISUALIZING
DESIGNING

Concept Matrix
MAPPING
distilling a central idea

Teams
Agile
Design
Customers
Interviews
Data
Analysis
Info
Tools
MAPPING

Teams
Agile
Design
Customers
Interviews
Data
Analysis
Information Tools
MAPPING

Teams
Agile
Design
Customers
Interviews
Data
Analysis
Information Tools
Teams
Agile
Design
Customers
Interviews
Data
Analysis
Information Tools
MAPPING

Information tools to help your
team analyze the data from
your customer interviews
MAPPING

Journey Map
MAPPING
understand flow and process

Entity Map
MAPPING
understand relationships

VISUALIZING
Eyes
500 Million Years
Words
100 Thousand Years

Jay Dan Roam
Actors
Actions
Objects/Artifacts
Contexts
Who? (portrait)
How much? (chart)
Where? (map)
When? (timeline)
How? (flowchart)
Why? (plot)
VISUALIZING

Key takeaways: #atlassian
• Talk (listen) to your customers
• Explore what they’re telling you
• in fun ways!
• do it as a team
• Reframe, reframe, reframe
• Visualise
• Build mantras

Key takeaways: #atlassian
• Affinity Diagram/JK Sort
• Concept Matrix
• Journey Map

Thank you!
JAY ROGERS • DESIGNER • ATLASSIAN • @JBROGERS

References #atlassian
Flickr Infographic: Bryce Glass aka @soldierant
https://www.flickr.com/photos/bryce/58299511/
!
Food Interaction Concept Map: Jonathan Lewis & Cheyenne Weaver
http://jonlewis.me/food-research/
!
Baseball Deconstructed: Stefanie Danhope-Smith
http://www.coroflot.com/iamstefanie/baseball-deconstructed
!
Service Desk Design Wall: Shirley Zhuo
used with permission
!
Photography: Aundray Cheam, Tash Keuneman
!
Some of the tools mentioned in this presentation were learned at Jon Kolko’s “Methods of Design Synthesis”
workshop at Interaction 2012 in Dublin.
!

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From Feedback to Feature - Jay Rogers

1. #atlassian

2. From Feedback to Feature JAY ROGERS • DESIGNER • ATLASSIAN • @jbrogers

3. Hi, we have 20 minutes! jrogers@atlassian.com @jbrogers

4. Questions? Ask live: bit.ly/ask-atlassian ! Log in with the email you used to register

5. CRUNCHING MAPPING VISUALIZING DESIGNING

6. You’re talking to your customers.

7. • Online user groups and forums • StackOverflow & Quora • Support and feature requests • License databases • In-product feedback buttons

10.

11.

12.

13.

14. Problem. Solution.

15. “Let’s not talk about innovation. Let’s talk about fun.” —Dan Szuc

16. CRUNCHING MAPPING VISUALIZING DESIGNING

17. KJ Sort CRUNCHING

18. Affinity Diagram CRUNCHING

19. CRUNCHING A bunch of sticky notes

20. CRUNCHING

21. CRUNCHING

22. CRUNCHING • patterns - where is the same thing happening? • what are the questions they are asking? • relationships between things and people • topic areas, similar problems • where are goals similar

23. UPDATING CONTENT CLIENT LOGINS UPGRADES CRUNCHING

24. CRUNCHING

25. CRUNCHING

26. CRUNCHING

27. Ask why five times. CRUNCHING

28. CRUNCHING

29. PUBLIC SERVICE ANNOUNCEMENT Panorama mode works great on whiteboards!

30. CRUNCHING MAPPING VISUALIZING DESIGNING

31. CRUNCHING MAPPING CONCEPT MATRIX JOURNEY MAP ENTITY MAP VISUALIZING DESIGNING

32. Concept Matrix MAPPING distilling a central idea

33. Teams Agile Design Customers Interviews Data Analysis Info Tools MAPPING

34. Teams Agile Design Customers Interviews Data Analysis Information Tools MAPPING

35. Teams Agile Design Customers Interviews Data Analysis Information Tools Teams Agile Design Customers Interviews Data Analysis Information Tools MAPPING

36. Teams Agile Design Customers Interviews Data Analysis Information Tools Teams Agile Design Customers Interviews Data Analysis Information Tools MAPPING

37. Teams Agile Design Customers Interviews Data Analysis Information Tools Teams Agile Design Customers Interviews Data Analysis Information Tools MAPPING

38. Teams Agile Design Customers Interviews Data Analysis Information Tools Teams Agile Design Customers Interviews Data Analysis Information Tools 7 4 4 6 6 6 7 8 MAPPING

39. Information tools to help your team analyze the data from your customer interviews MAPPING

40. Journey Map MAPPING understand flow and process

41. MAPPING Observation & Empathy

42. MAPPING

43.

44.

45.

46.

47.

48.

49. Entity Map MAPPING understand relationships

50. Relationship Diagram MAPPING

51. Entity Relationship Modelling MAPPING

52. MAPPING

53.

54.

55.

56. INTERMISSION: Stick Figures

57. INTERMISSION: Stick Figures

58.

59.

60.

61.

62.

63.

64.

65.

66. thank @bencrothers on twitter

67. CRUNCHING MAPPING VISUALIZING DESIGNING

68. Explore. Communicate.

69. 1 0 0 0 VISUALIZING

70. VISUALIZING Eyes 500 Million Years Words 100 Thousand Years

71. Key takeaways: #atlassian

72. VISUALIZING GO BIG!

73. VISUALIZING

74. Jay Dan Roam Actors Actions Objects/Artifacts Contexts Who? (portrait) How much? (chart) Where? (map) When? (timeline) How? (flowchart) Why? (plot) VISUALIZING

75.

76.

77.

78. CRUNCHING MAPPING VISUALIZING DESIGNING

79. DESIGNING CRUNCHING MAPPING VISUALIZING

80. Not what, but how DESIGNING

81. DESIGNING

82.

83. DESIGNING

84. “Let’s not talk about innovation. Let’s talk about fun.” —Dan Szuc

85. So: DESIGNING

86. Key takeaways: #atlassian • Talk (listen) to your customers • Explore what they’re telling you • in fun ways! • do it as a team • Reframe, reframe, reframe • Visualise • Build mantras

87. Key takeaways: #atlassian • Affinity Diagram/JK Sort • Concept Matrix • Journey Map

88. Thank you! JAY ROGERS • DESIGNER • ATLASSIAN • @JBROGERS

89. References #atlassian Flickr Infographic: Bryce Glass aka @soldierant https://www.flickr.com/photos/bryce/58299511/ ! Food Interaction Concept Map: Jonathan Lewis & Cheyenne Weaver http://jonlewis.me/food-research/ ! Baseball Deconstructed: Stefanie Danhope-Smith http://www.coroflot.com/iamstefanie/baseball-deconstructed ! Service Desk Design Wall: Shirley Zhuo used with permission ! Photography: Aundray Cheam, Tash Keuneman ! Some of the tools mentioned in this presentation were learned at Jon Kolko’s “Methods of Design Synthesis” workshop at Interaction 2012 in Dublin. !

From Feedback to Feature - Jay Rogers

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