4. Rant+Rave=Roadmap
@alisonheittman
#modeveast
you are here because:
1. you care about what your users want,
or when they’re having a problem, or when
they want to tell you you’re awesome
2. you might not want to be the only one
supporting them
14. Rant+Rave=Roadmap
@alisonheittman
#modeveast
in my case, the team is typically:
users (people!)
marketing
corporate IT
developers
- iOS
- Android
- UX
- graphic design
3rd party product teams
training
front of house
back of house
17. Rant+Rave=Roadmap
@alisonheittman
#modeveast
non-app channels
this is hard:
this is harder:
•
your corporate website
contact form
•
Comments on press or
app review sites
•
iTunes & Google Play
comments
•
•
3rd party ratings sites,
like Yelp, TripAdvisor,
Foursquare, etc.
your social media
accounts
•
•
personal blogs & social
media accounts
your physical locations
25. Rant+Rave=Roadmap
@alisonheittman
#modeveast
(we find they want to tell us things like)
•
•
•
•
•
I LOVE YOUR APP!!
I HATE YOUR APP!!!
Your app needs to....
How do I...?
So this went wrong:
•
I got to the store, and it
was awesome
•
I got to the store, and it
wasn’t awesome
•
This other app does X,
why don’t you?
26. Rant+Rave=Roadmap
@alisonheittman
#modeveast
& then we add on helpful data like:
•
•
•
•
platform (iPad, iPhone, Android)
version of the app
version of the operating system
most recent order data (date/time, store location, order
ID)
28. Rant+Rave=Roadmap
@alisonheittman
#modeveast
& then we make the users happy
•
feedback gets routed across the team, so no one person
has to deal with it all
•
on some projects, we route by topic, so app feedback is
forwarded to the developers, order & store feedback
goes to the corporate help desk, suggestions go to
marketing, etc.
•
•
** we all work in our own systems **
at any time, all team members can see all the feedback
35. Rant+Rave=Roadmap
And we frequently
find that it’s this
that drives &
informs the
discussion, and
enables the users
to be represented
@alisonheittman
#modeveast
36. Rant+Rave=Roadmap
@alisonheittman
#modeveast
plus: the customer service
bonus round
Because we’ve been personally reaching out
to & interacting with the users, as we
prioritize & build out features that are of
specific interest, we can casually email them
to give them a heads up that the latest build
has their fix/feature/request
38. Rant+Rave=Roadmap
@alisonheittman
#modeveast
see this guy to learn how:
Rob Heittman
Opening Next-Level Dialogue
with Native App Users
via Appygram
11am @ Conference A
Or track me down at @alisonheittman.
I seriously LOVE talking about in-app support.