omari whyne (skyscanner) – usabilla exchange april '15
TRANSCRIPT
Usabilla Exchange
9 April 2015
Omari Whyne
Graduate, Marketing
About Skyscanner
Usabilla Aims
Passive Feedback
Challenges
Campaigns
Challenges
Future Plans
Usabilla Aims
Overall aims
1. Generate immediate feedback - mobile & desktop web
2. Inform product development &/or marketing content
3. Squad level insights to support optimisation
4. Country specific insights
Multi-Market Passive Feedback
User Satisfaction/Zendesk
Saved Searches
“They’re very good for getting a quick sense of user sentiment, and
also help me build a sense of what kind of complaints are most
common.
So far, they’ve all raised known issues, so they’ll build into my overall
prioritisation work, and also be a useful source of user quotes.”
Product Owner, Flights
Conditional Drop Down Box
Star Ratings
Challenges
Wording
Wording
Updated Wording
Product Development
Maps Feature
Date Nudgers
Campaigns
Airline Loyalty
Challenges
How did we do it?
Increase in Conversion
• Usabilla has provided us with some great insight into what users think about a
particular part of our website.
o Bugs
o Browse View prices
o Design changes
• Aim: To inform product development
• Aim: To assist with country specific insights
• Weekly Product Governance delivery
Life without Usabilla
Edinburgh • Glasgow • Singapore • Beijing • Miami • Barcelona • Shenzen • Sofia • Budapest