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Design+Startup Presented by First Round Capital & IDEO #designplus

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Measurement #designplus

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Madison Mount Associate Partner @madisonmount IDEO Phin Barnes Partner @phineasb First Round Capital

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Joe Gebbia Airbnb Fireside Chat CPO & Co-founder @jgebbia

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Liz Ferrall-Nunge User Research Lead @enunge Twitter Talk

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Twitter, Inc. Measuring User Satisfaction & Intent Elizabeth Ferrall-Nunge @enunge

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Twitter, Inc. About me

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Twitter, Inc.

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Twitter, Inc. Benefits of measuring satisfaction & intent Track changes over time • Organic changes by week, month, year • Pre/post redesigns, feature launches Identify differences across segments • Demographics, markets, user types • Satisfaction differences across motivations • Logs data

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Twitter, Inc.

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Twitter, Inc. Fully labeled, equally spaced, 7-point scale

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Twitter, Inc. Feature satisfaction Dimension satisfaction

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Twitter, Inc. Don’t ask users to compare designs Do you like the previous or current version of Facebook better? Is the current version of Facebook an improvement?

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Twitter, Inc. Ask about satisfaction upfront Start broad Then ask specifics

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Twitter, Inc. Intent What is your primary motivation for using Twitter? Thinking about your visit today, which of the following best describes why you came here?

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Twitter, Inc. E-mail survey

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Twitter, Inc. E-mail survey

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Twitter, Inc. In-product (opt-in link)

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Twitter, Inc. In-product (pop-up)

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Twitter, Inc. Tracking surveys 0 25 50 75 100 2007 2008 2009 2010

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Twitter, Inc. Combining survey data & other streams Platform • Browser • OS • Product version Usage • Features used • Frequency of use • Tenure User info • Campaign spend • Publisher tier

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Twitter, Inc. Thanks!

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Sarah Harrison User Experience Lead @sourjayne True&Co. Talk

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David Cole Product Design @irondavy Quora Talk

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Thank You

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Design+Startup Presented by First Round Capital & IDEO #designplus