rethink drupal support. stop the bleeding!
TRANSCRIPT
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SupportStop the Bleeding
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Introductions
Anne StefanykDrupal Strategist@eskimoyogi
Vanessa TurkeUX Strategist@vcreatrix
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Questions for youWho is in the room?What are your challenges?
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Triage of Support
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Typical Support
● fix//build it asap
● unhack my site
● install this module
● update my site
● make it easier
● finish my site
● train me
● move this thing
● this is borked
● need more stuff
● dude MIA
● security scare
● review my code
● I just need a themer
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New Support Client
Rebuilding Trust
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“Strive not to be a success,but rather to be of value.”
–Albert Einstein
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What is your turnaround time on the issue queue?
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Hierarchy of Chaos
P1: Critical Impact – Site Unusable
P2: High Impact – Business Severely Impaired
P3: Medium Impact – Business Partially Impaired
P4: Low Impact – Service Fully Usable
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Instill Calm in the Issue Queue
● Be responsive
● Develop intelligent audits
● Over communicate
● Under promise
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Audits
● Site Audit
● Code Audit
● SEO Audit
● Security Audit
● Performance Audit
● UX Audit
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Are you spending the right time on the right tasks?
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Symptom vs Solution Symptom: User finds it hard to fill out the form on mobile
Solution: Needs to be able to estimate
10hrs of a ux audit to learn why/how people are failing
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Are you pixelpushing or creating real design value?
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Testing & Validation
● Guerilla Testing
● Google Analytics Tracking
● A/B Split Test
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Are you getting real user feedback?
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Where do test users come from?
● When to use actual site users
● When to use third party user testers
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How to create value for your clients
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Make Data Driven Decisions
● Your best friend: Google Analytics
● Implement fixes, test, analyze
● Communicate often
● Email marketing tool
● Social media
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Tactics for Making Data Driven Decisions
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Channel Assessment & Re-Structure
● creating a consistent, cross-channel experience
● examine content categorization and topics
● create an intuitive mental model for users
● harvest buzzwords and common phrases from interviews
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Horizontal Content Flow
● users are not visiting very many pages
● users not finding critical pages
● pages do not appear to have clear pathway (homepage hub)
● complementary content
● visual focus
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User Scenarios Based on Problem Solving
● Identifying needs
● Understanding identified needs
● Isolating alternatives
● Choosing solutions
● Refining solutions
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Supporting the workflow of new and power users
● Discovery
● Realization of Need
● Consideration
● Conversion
● Retention
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Ideas for Benchmarking● Value Proposition: perceived benefit to the user
● Relevance: perceived value proposition match their needs
● Clarity: perceived comprehension of offerings
● Anxiety: site elements (or absent elements) that create
uncertainty in the user’s mind
● Distraction: what users eyes are drawn to on a page (does it
help or hinder)
● Urgency: what incentive does a user have to to action
immediately?
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Guerrilla UX
● Interview stakeholders by phone/Skype
● Getting feedback on wireframes or designs
● Making small changes and observing users reactions
● Observing users
● UX Audit
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A new model: ‘Concierge Support’
● Issue
● Problem (symptom)
● Benchmark
● Solution
● Tasks
● Acceptance Criteria
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How to model a healthier process
● Sales
● Team Members
● UX/IA
● Development workflow
● Tools
● QA
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Q & A
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Thank You!Booth 508 to enter to
Win a Free UX, Security or Code Audit!
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