Managing User Feedback
summary
Case study shows concrete practices and outcomes: active use of Google Play Store responses and a Google+ beta group to collect and triage feedback, customer care email for followups, and Nielsen Norman numbers that show 5–8% strong computer literacy so design assumptions fail. Metrics reveal night mode usage tiny but passionate leading to its later restoration; another complaint about images leads to a data‑management fix rather than stripping features. Expect concrete examples, numbers, and the actual tools and tradeoffs used.
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chapters (12)
- 0:00Intro
- 0:27About Me
- 3:01Android team's public communication at NYT
- 4:13Brand: Great Example from Slack
- 5:42OECD study of computer skills, 2011-2015
- 9:29Assume users are operating in good faith
- 11:09Troubleshoot without condescension
- 12:02Be curious about your users
- 14:02Apologize when you're wrong
- 18:30Remember, statistics only tell part of the story
- 21:35Understand your demographics
- 22:59Talk to your users!
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