How launching software is different
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The document outlines the differences between launching software and hardware, emphasizing the rapid delivery pace and user engagement strategies in software. It covers the importance of tech support, live operations, and analytics in tracking user progress and improving the application. Additionally, it details the processes for handling bugs and issues during app launch and support phases.
How launching software is different
- 1. How launching Software is Different (than hardware)
- 2. 1. Launching Software (15 min) 2. How do we keep our users engaged? (10 min) 3. Tech support 101 (10 min) 4. Live Operations and You (5 min) 5. Q&A (10min) You will walk away understanding ○ how we launch software ○ how we track progress and improve software Agenda
- 6. Software is different Delivery Pace!
- 7. Delivery Cadence New Releases As often as every 3 weeks Hotfix in minutes to days
- 8. 1. Service model 1. Different Tradeoffs Fast delivery pace changes the software game ...
- 9. 1. Service Model Tangible Intangible Lasts - Customer expect to use the same version Perishable - Customers expect new versions constantly Control Quality with Data Control Quality with Experience
- 10. 2. Flexible Delivery allows for different Tradeoffs Good CheapFast Very Good Not Cheap Slow Right Product Medical Device Right Product must be do one thing really well, be reliable, don’t kill anyone!
- 11. 2. Software Tradeoffs early stage vs late stage OK Medium Cheap Very Fast Very Fast OK Very Cheap Right Product must give users a great experience and solve their problems. Software startups need more cycles to get to the Right Product. So we optimize for fast and cheap. Early Facebook (Beta) Our Product (Beta) Today’s Facebook Good Not Cheap Medium Fast
- 12. ● 2-3x the development budget ● 5x the clinical trial budget ● 18 additional months minimum (1-3 cycles of learning) ● We’d run out of runway! ● We’d be behind. If we wanted to ship software fully baked...
- 13. 1. App Readiness ○ Testing - human and automated ○ Triage and Bug fix ○ End to end Carrot trial 2. Security ○ Network testing ○ App testing Getting ready for launch 3. Analytics ○ Mixpanel, Tableau, Dashboards 4. Tech Support ○ FAQs, processes, staffing 5. Dev Ops and Live Ops ○ Cross Training ○ Pager duty
- 14. ● No production level Blocker-p0 bugs ○ Users are able to download, install, login ○ All intended screens are functional for whitelisted phones ○ Coaches can message users ○ Minimal app crashes ● Improvements come from two places: ○ 1. Not built to specification ← Mostly fixed before we go live Ready to Launch when...
- 15. Launch and Learn with friendlies Customer Customer Oct Nov Dec Jan We will pull out all the stops! Customer Customer Customer Customer
- 16. What are stops?
- 17. ● Analytics - Watch what happens, closely, every day ● Tech Support & LiveOps - Be there, help them, make fans of them ● All the stops - We all pitch in to give users…. Launch and Learn
- 19. Valuable to track our users to... 1. Identify pool of users to reach out to i. Users experiencing technical blocks ii. Disengaged users 2. Measure general app engagement and system health i. Daily/weekly app opens, time spent inside the app 3. See how users progress through the full journey i. Identify friction points to inform longer-term design changes
- 20. Tech Support
- 21. ● Email, phone and live chat ● 8 am to 5 pm PST, M - F ● Response time for emails = 24 hours ● We use Freshdesk to handle all tech support ● We will never not have bugs, that’s why I’m here! Tech Support 101
- 22. So what happens when a user reports a bug? 1. I make sure we have all the information we need to debug, and if we don’t have it, I request it 2. I create a ticket in JIRA for the issue, link it to the user’s email in Freshdesk, and notify QA 3. QA gets back to me within 2 days to let me know if there’s a fix, a workaround, or provide an estimated timeline for resolution to the user Tech Support 101
- 24. Live Operations
- 25. Live Operations And You! ● What is a fire? P0 (Fire) - Crashes, Freezes, Progression Blockers, Core App Functionality Stops Working. - Unable to Complete A Core Lesson (This Excludes Build Activities/Challenges) - Unable to Log Cigarettes. - Unable to Use the Coaching Tab. P1 - Incomplete, Incorrect, or Missing Functionality. - Unable to restart the dashboard tutorial. - Single Missing Medication Card. P2 - Visual Cosmetic Issues or App Flow Improvements. - UI/UX issues, Spelling Mistakes, Minor Graphical Issues. - Suggestions or Improvements. ● What Are The Different Types of Issues - Knowing The Terms A fire is any issue that requires immediate attention from the team that must be fixed. Categories of Issues: P0 | P1 | P2 (P = Priority)
- 26. What To Do If You Suspect a Fire? Do Not Ignore It! Ask For Help! #Live-Operations For Urgent Issues Please Also Message Us We will look into the issue, log a ticket, and hand it off to the appropriate team member.
- 27. We will pull out all the stops!
Editor's Notes
- #12: Why was it ok to settle for OK in early FB? They’re launching to consumer, built-in churn w/ college student, free service. We have a higher bar because we’re launching a medical device, collecting health data from users, but we are offering free pilots right now. Enterprise selling cycles are longer, and a lot rides on these early client testimonials, so we have invested quite a bit more than Early FB, but we still need to move fast and launch as early as possible with software to start refining and getting to the right experience.
- #20: This is in addition to the client reporting that we’re Doing. This is more granular observation of user engagement, early indicators, so we can take action.