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Developing Hospitality

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October 09, 2014
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Developing Hospitality

Talk given by Simon Ouderkirk and Daryl Houston at Level Up Creative Tech Conference put on by Mad Glory in Saratoga Springs, NY on October 9, 2014.

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October 09, 2014
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Transcript

  1. Example External Hospitality Failures • Partial or missing i18n •

    Partial or failing responsiveness • Partial or missing accessibility • Confusing sign-up flow • Poor documentation • In our case, wp.com vs. wp.org
  2. Example Internal Hospitality Failures • Poor/slow search tools • Fragmented

    documentation • Fragmented bug tracking/response • Crummy UX for tools • Buggy internal tools • Failure to fix the external things,
 resulting in more support interactions.
  3. Spam Referrers • Referrers hidden from reports but not from

    counts. • No user-managed way to view/delete blocks. • We thought we would be helping both users and support staff. • We confused the former and hurt the latter.
  4. Case Study #2: The Interim Editor • Big user outcry

    • Added Opt-Out • Can think of this as good Service bailing out suboptimal Hospitality WP.com Happiness Team
  5. A Framework for Integrating Hospitality into your Launch • The

    Bigelow Window • Cures, not band-aids • Ownership of and support for crucial things like testing (needs a champion!) • Consider opt-in beta testing for big launches (also good for community)
  6. Closing Remarks Q & A Simon Ouderkirk Daryl L.L. Houston

    ! ! daryl.learnhouston.com! @dllh! ouderkirk.co! @saouderkirk