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THE EVOLUTION OF A WIDGET @johnwlong @joshuarudd

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UX DESIGNER @johnwlong @joshuarudd HEAD OF USER EXPERIENCE

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Support Tickets Knowledge Base Feedback Forums Metrics

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WHAT WE BUILT

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THE CLASSIC WIDGET FEEDBACK & SUPPORT

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THE CLASSIC WIDGET FEEDBACK & SUPPORT

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CLASSIC WIDGET • Easy to use • Tickets + Ideas + Knowledge Base • No Instant Answers on mobile • Not very responsive

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NEW WIDGET GOALS • First-class experience for mobile • Instance Answers front & center • SmartVote: hot-or-not for ideas • Satisfaction Ratings • Progressively ask for info

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DEMO Change the order of articles in Knowledge Base Allow embedding of contact form on a web page Not sure What should we add next? Or, post your own idea! Send us a message Give feedback or ask for help... Next What should we add next? Include a screenshot of this page Send us a message What should we add next? How likely would you be to recommend UserVoice to a friend or collegue? Not likely 0 1 2 3 4 5 6 7 8 9 10 Very likely

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PROCESS & TOOLS

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HTML PROTOTYPING

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POLISH

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Help & Feedback Omnibox Instant Answers Type an idea or question... Next Overview of bar chart settings Submit an idea How we generate our bar charts Allow us to make bigger pie charts 3 related articles & ideas! Continue None of these help! Help & Feedback I’m having trouble figuring out how to customize the colors of my bar charts| 3 related articles & ideas! Next It would be great if there were more options for displaying our charts. We would really appreciate a 3D option where we can adjust the perspective and find the perfect angle for our presentations. Our boss is currently unhappy with the progress we have made thus far and we feel theat he would like us better if we were able to make bigger pie charts. Thnx! No Yes We collect data from all of your customer interactions to generate the finest bar charts in the industry. Our bars are pro- cessed and crafted by the best and most esteemed pixelworkers in America and Europe. Pre Smartvote Article details Idea details How we generate our bar charts Do you still want to give feedback? Awesome!!! Allow us to make bigger pie charts Yes No Does this answer your question? Yes No SmartVote Does this answer your question? Idea title Select one Email addre Email address Post your idea This will be posted publicly on our forums do you want to edit this? Submit an idea It would be great if there were a couple of di erent themes for bar charts that we could customize for| Next Send us a message Category Idea title Edit your idea and post it on our public forums Edit and send us a private message Decision point What now? Go back Menu Post an idea on our forums Send us a private message Live chat with us Talk on the phone Search articles and ideas How likely would you be to recommend our company to a friend or colleague? Not likely Satisfaction Rating 0 1 2 3 4 5 6 7 8 9 10 Very likely Submit Pre Smartvote We take your feedback to Thank you!! Next SmartVote Which is better? Change the order of articles in Knowledge Base 1 Your pick Touchpoint Toolkit Subscribe Do you want updates about this idea? Great stu !!! Enter your email address Subscribe No thanks D A I want this We’ll update you as this idea progresses. Great stuff! Subscribe We’ll update you as this idea progresses. Great stu ! Enter your email address Subscribe Nevermind Yes I want this Yes It would be g options for di really apprec can adjust th perfect angle Our boss is c progress we feel theat he were able to Allow us to charts No Does t I

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Your pick Change the order of Knowledge Base Wins 33% of the time Allow embedding of form on a web page Wins 64% of the time Change the order of articles in the Knowledge Base It’d be great if I could rearrange the order of articles in the knowledge base including by date and alphabetical order. 12 people want this idea. What should we add next? Change the order of articles in Knowledge Base Allow embedding of contact form on a web page AUTOPROMPT REOPENED SCORE? THANK YOU CLOSED CLOSED CONTACT ANSWERS ANSWERS SENT Change the order of articles in Knowledge Base Allow embedding of contact form on a web page What should we add next? How likely would you be to recommend InVision to a friend or collegue? Not likely 0 1 2 3 4 5 6 7 8 9 10 Very likely How likely would you be to recommend InVision to a friend or collegue? Not likely 0 1 2 3 4 5 6 7 8 9 10 Very likely Send us a message Help us pick great ideas Why did you pick that score? We would love to know! (optional) Submit Email address Send us a message Give feedback or ask for help... Next Or, help us pick great ideas! Are any of these helpful? Articles in multiple topics It would be great to be able to put articles in... Allow us to categorize articles in the... I’d like to be able to categorize articles in... Change the order of knowledge base... I would love to be able to change the order... Skip and send message Additional details Send message Email address Your email address Select one Type Select one How are you feeling? Edit what you wrote earlier Message se We’ll be in touch Thank you We take your feedback

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IN TO THE RABBIT HOLE

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SmartVote Beta (February) Limited Release (May) UserVoice Summit New Widget Launch (September) BETA PROCESS

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BARRIERS TO ENTRY (It’s not a great idea if no one can implement it)

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In-app, embedded SmartVote widget is the best way to test ideas HYPOTHESIS

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Beta testers’ apps didn’t have the real-estate for our inline widget ISSUE

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THE NEVERENDING WIDGET

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Keep prompting for more information to increase engagement and provide more data HYPOTHESIS

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User fatigue - are we there yet? ISSUE

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Competed with our customers for user attention ISSUE

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Prompting for Satisfaction rating after ticket resulted in skewed ratings (detractors) ISSUE

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How likely would you be to recommend InVision to a friend or collegue? Not likely 0 1 2 3 4 5 6 7 8 9 10 Very likely Why did you pick that score? Enter your feedback... Next NEGATIVE RATING WHY THANK YOU Thank you! Help us decide what to add next

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THIS IS NOT THE EXPERIENCE YOU ARE LOOKING FOR

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Collect information first, ask users what they want to do with it later HYPOTHESIS

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Help & Feedback Omnibox Instant Answers Next Overview of bar chart settings How we generate our bar charts Allow us to make bigger pie charts Post your idea on our public forums Send this to us as a private message Decision point What now? Or, help us pick great ideas! Close Help & Feedback 3 related articles & ideas! Entered Text Help & Feedback I’m having trouble figuring out how to customize the colors of my bar charts| View 3 related articles & ideas! Entered Text Help & Feedback I’m having trouble figuring out how to customize the colors of my bar charts| Next Go back 3 related articles & ideas! Start by typing an idea or question...

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Users write di erently if they’re talking to someone privately vs. posting a public suggestion ISSUE

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Additional details Send message Email address Your email address Select one Type Select one How are you feeling? Edit message Are any of these helpful? Skip and send message Articles in multiple topics It would be great to be able to put articles in... Allow us to categorize articles in the... I’d like to be able to categorize articles in... Change the order of knowledge base... I would love to be able to change the order... Back Send us a message Give feedback or ask for help... Next What should we add next? CONTACT ANSWERS ANSWERS SENT Message sent! We’ll be in touch.

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Instant UI feedback will improve the user experience HYPOTHESIS

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Started receiving 1-3 word messages from users ISSUE

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CUSTOMER FEEDBACK IS DEAD

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LONG LIVE CUSTOMER FEEDBACK

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How likely would you be to recommend InVision to a friend or collegue? Not likely 0 1 2 3 4 5 6 7 8 9 10 Very likely Why did you pick that score? Enter your feedback... Next NEGATIVE RATING WHY

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WHAT WE DIDN’T BUILD (YET)

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Send us a message Give feedback or ask for help... 1 Message Center Welcome to InVision! Hi there and welcome to InVision! My name is Clark. If there is anything that you need help with while you are here just click the green... Clark Valberg - June 19 Send us a message 1 1 FIRST LOAD Welcome to Invision! Clark Valberg - June 19 Hi there and welcome to InVision! My name is Clark. If there is anything that you need help with while you are here just click the green button below and one of the friendly people here at InVision will get back to you right away. Need help getting started? No problem. Here are a couple of articles from our knowledgebase that can guide you through the setup process: Reply Back MESSAGE

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Additional details Send m Email address Your email address Select one Type Select one How are you feeling? Edit message Are any of these helpful? Skip and send message Articles in multiple topics It would be great to be able to put articles in... Allow us to categorize articles in the... I’d like to be able to categorize articles in... Change the order of knowledge base... I would love to be able to change the order... Back Send us a message Give feedback or ask for help... Next What should we add next? How likely would you be to recommend InVision to a friend or collegue? Not likely 0 1 2 3 4 5 6 7 8 9 10 Very likely Why did you pick that score? We would love to know! (optional) Email address AUTOPROMPT REOPENED SCORE? CLOSED CONTACT ANSWERS ANSWERS Send us a message What should we add next? How likely would you be to recommend InVision to a friend or collegue? Not likely 0 1 2 3 4 5 6 7 8 9 10 Very likely

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THANKS! http://uservoice.com