Pivotal Tracker - Research Findings
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The document outlines a research study conducted by Pivotal Labs in Chicago to assess the usage and user feedback of their project management tool, Pivotal Tracker. Key findings highlighted areas for improvement, including the user interface, story module, and analytics, with a total of 337 comments collected from 20 interviews. Recommendations for future enhancements and further research into user needs and competitive analysis are also presented.
Pivotal Tracker - Research Findings
- 1. © Copyright 2017 Pivotal Software, Inc. All rights Reserved. Version 1.0 January 2018 Pivotal Tracker Research Analysis and Findings - Chicago office
- 2. Table of Contents ● Introduction ○ The Who? The What? And Why? ○ Story time ○ Pivotal Tracker Quick facts ● Methodology ○ Study Population and Sampling ○ Data Collection ○ Competition Analysis ● Results ○ Statistical Analysis ○ Top Learnings ○ Limitations ● Conclusion ○ Top Recommendations ○ Future Research ○ Reflexions
- 4. Cover w/ Image The Who? The What? And Why? Who? ● I'm Paulina, a product designer from Pivotal Labs working for the Chicago Office What? ● A quantitative and qualitative research study about Pivotal Chicago's use of Tracker. Why? ● To test quantitative frameworks for user research. ● To practice and polish user interviewing and research skills. ● Identify areas for improvement ● How does Tracker stack up to similar tools in the market?
- 5. Story time ● Everything started as a beach project with the personal goal of practicing and polishing interviewing and researching skills. ● After talking with pivots and clients in the Chicago office I observed excitement to talk about the product and that created more motivation. ● When I met the product team in Denver, I was inspired by their process, attention to detail, passion and willingness to take action on the next version of Pivotal Tracker. ● Then my research had a new purpose: it turned into a more meaningful collaboration with the product team where I would share my findings as an addition to their own plans and workflows.
- 6. Pivotal Tracker Quick Facts What I know ● Core project management and planning tool for products in the Pivotal Chicago office ● Created 14 years ago to deliver agile software solutions ● Has about 100,000 active users and is supported by 30 people in Denver ● The 14-year old tech stack is difficult to maintain; it’s challenging to release major features frequently
- 8. Study Population and Sampling Total People interviewed: 20 +- 25% participation of the Chicago population +- 0.7% participation of the entire organization ● Pivots: 16 people ○ 5 Designers ○ 3 Engineers ○ 8 Project Managers ● Clients: 4 people ○ 4 Project Managers Chicago Office: 47+ labs pivots Pivots: 16 Clients: 4
- 9. Cover w/ Image Data Collection Artifacts and process ● Initial research on the target users, competition analysis and some market trends. ● Gathered information from Pivotal Tracker product team (Lisa Doan, Matthew Gist and Sara Mcwhorter) to get a sense on the current status of the tool, main concerns, next steps and context. ● 20 interviews in 7 days at the Chicago Office.
- 10. Competition Analysis and Market Research ● Supports web and iphone. ● Pricing starting from $12.50/month ● 30-days free trial. ● No credit card required ● Subscription based ● Main Features: API, Agile Development, Estimating, prioritizing, projections.
- 11. Competition Analysis and Market Research ● Supports web, iphone and android. ● Pricing starting from $10.00/month ● Free trial available ● No credit card required ● Subscription based ● Main Features: API, Activity dashboard, Activity tracking, estimating, project tracking, projection, third party integration. ● Supports web and iphone ● Pricing starting from FREE for up to 10 users ● Free trial available ● No credit card required ● Subscription based ● Main Features: API, Agile Development, Prioritizing, Projections. ● Supports web, iphone and android ● It provides a knowledge base and video tutorials. ● Pricing starting from FREE ● Free trial available ● No credit card required ● Subscription based ● Main Features: API, Agile Development, Activity Dashboard, collaboration tools Prioritizing, Projections, Third party integration
- 12. Pivotal Tracker
- 13. Atlassian Jira
- 14. CA Rally
- 15. Atlassian Trello
- 17. Feedback Results: Categories Pivotal Tracker Feedback (337 comments) User Education / Training 15 comments Usability 71 comments New features requests 93 comments General Positive 76 commentsGeneral Negative 82 comments
- 18. Feedback Results: Categories Pivotal Tracker Feedback 337 comments User Education / Training 15 comments Usability 71 comments New features requests 93 comments General Positive 76 comments General Negative 82 comments
- 19. Feedback Results: Themes Notificati ons Presenta tion Mode Search Stories Learning /Training User Mentions Mobile General Interface IceboxAnalytics
- 20. Feedback Results: General Negative Pivotal Tracker Feedback (337 comments) User Education / Training 15 comments Usability 71 comments New features requests 93 comments General Positive 76 commentsGeneral Negative 82 comments
- 21. Feedback Results: General Negative General Negative 82 comments General Interface 43 Top 3 Themes Stories 8 Analytics 9
- 22. General Negative: #1 General Interface General Interface 43
- 23. General Negative: #2 Analytics Analytics 9
- 24. General Negative: #3 Stories Stories 8
- 25. Feedback Results: Usability Pivotal Tracker Feedback (337 comments) User Education / Training 15 comments Usability 71 comments New features requests 93 comments General Positive 76 commentsGeneral Negative 82 comments
- 26. Feedback Results: Usability Usability 71 comments General Interface 24 Top Themes Stories 24 Analytics 7 Search 7
- 27. Usability: #1 General Interface General Interface 24
- 31. Feedback Results: User Education / Training Pivotal Tracker Feedback (337 comments) User Education / Training 15 comments Usability 71 comments New features requests 93 comments General Positive 76 commentsGeneral Negative 82 comments
- 32. Feedback Results: User Education / Training User Education / Training 15 comments Top Theme Learning /Training
- 33. User Education / Training: #1 Training Learning /Training 12
- 34. Feedback Results: New Features Requests Pivotal Tracker Feedback (337 comments) User Education / Training 15 comments Usability 71 comments New features requests 93 comments General Positive 76 commentsGeneral Negative 82 comments
- 35. Feedback Results: New Features Requests New features 93 comments 82 comments General Interface 50 Top 3 Themes Stories 24 Analytics 14
- 36. New Features Requests: #1 General Interface General Interface 50
- 37. New Features Requests: #2 Stories Stories 24
- 38. New Features Requests: #3 Analytics Analytics 14
- 39. WE TRACKER
- 40. Feedback Results: General Positive Pivotal Tracker Feedback (337 comments) User Education / Training 15 comments Usability 71 comments New features requests 93 comments General Positive 76 commentsGeneral Negative 82 comments
- 41. Feedback Results: General Positive General Positive 76 comments Top 3 Themes General Interface 54 Stories 12 Analytics 5
- 42. General Positive: #1 General Interface General Interface 54
- 43. General Positive: #2 Stories Stories 12
- 44. General Positive: #3 Analytics Analytics 5
- 45. Interpretation of Results New Features Requests Learnin g/Traini ng Training Genera l Interfac e 24 Usability Stories 24 Analyti cs 7 Search 7 General Negative Genera l Interfac e 50 Stories 24 Analyti cs 14 Genera l Interfac e 43 Stories 8 Analyti cs 9 General Positive Genera l Interfac e 54 Stories 12 Analyti cs 5
- 46. Feedback Results: Overall per Customer Type ● Pivots: 16 people ● Clients: 4 people
- 47. Feedback Results: Overall per Practice Total: 337 comments
- 48. Top Learnings ● Top 3 categories for room for improvement and new features requests: ○ User Interface ○ Story module ○ Analytics section ● UI redesign and better colors. It is really hard to read. ● Chrome plugin for highlighting tags should be part of Tracker. ● Story template picker on the top of the story window. ● We need more robust velocity metrics. ● We need more flexibility to interact with dates in Analytics section. ● Markdown text is really hard to use. ● There are no instructions nor training to start using the tool. ● There is no way to deeply track stories: Which stories were released on which build? ● Search results don't give you context about where the story is located and when it was released.
- 49. Cover w/ Image ● These are the results for interviewing clients and pivots only from the Chicago office. ● Different mindsets, processes and usage across the different practices. ● There were time constraints to have a deeper exploration of major pain points (10 mins limit for each interview) Limitations
- 51. ● Better and more friendly user interface. ● Improve colors for readability. ● Chrome plugin to highlight tags should be part of Tracker. ● Dashboard view as a landing page to have an overall view of the status of the project ● Need Story's Template selector. ● More robust analytics, better graphics and advanced filters (by date range). ● Search is not visible and more advanced functionality to find stories. ● There is no way to track stories per release or build. ● There is a need to add more training resources and online guides for non experienced and intermediate users. Top Recommendations
- 52. ● Get more feedback from pivots and clients from the other offices. ● Analyze feedback from the rest of the offices, find patterns and prioritize major pain points. ● Create a visual and functional prototype to incorporate user feedback and adapt the prototype accordingly. ● Best practices to define a plan for major feature releases. Future Research
- 53. ● What is the goal of the product for the long term? ○ What is missing to get there? ● Robust sentiment analysis, research and feedback across the different offices. ● Minimum efforts, maximum impact: Prioritize offices that use tracker and implement usage analytics per influence and practice. ● ROI analysis: How much money do we want to spend according to the product goals and when can we get the profits of that investment? ○ Marketing campaigns ○ Promotions and customer offers ○ Customer service ● What would be the best place to be if Tracker improves as a product and business unit? Reflexions
- 54. Thanks
- 55. Transforming How The World Builds Software © Copyright 2017 Pivotal Software, Inc. All rights Reserved.
- 56. APPENDIX
- 57. Story time ● Everything started as a beach project with the personal goal of practicing and polishing my interviewing and researching skills. ● After talking with pivots and clients in the Chicago office I observed excitement to talk about the product and took this as a good opportunity to express their thoughts and feedback in a more direct way. ● When I met the product team in Denver, I was inspired by their process, attention to detail, passion and willingness to take action on the next version of Pivotal Tracker. ● Then my research had a new purpose: it turned into a more meaningful collaboration with the product team where I would share my findings with the hope that my research serves as an addition to their own plans and workflows. ● I expect to contribute with the Pivotal Tracker product team by: ﹢ How Pivotal Tracker is being measured, the process around new features implementation and how these changes take priority over the others and general workflow processes. ﹢ Bring more ideas to the table so the product team has different perspectives and impressions on how the tool is being used. ﹢ Patterns of how the customer service experience could improve based on people most common trends.
- 58. Data Collection Interview Scripts The interview scripts were designed to discover feedback and opinions held by the Chicago users with mind set to answer the following questions: ● How are users using the tool? ● What are the user motivations? ● What do they find most engaging? ● What are the main pain points? ● Impressions about the overall look and feel ● What would be the next feature the Pivotal Tracker product team should implement in the next release? The challenge I wanted to get answers to these questions keeping a conversational mood for the interview knowing that I had to get most of the information in a conversation no longer than 10 minutes (And we nailed it!).
- 59. Competition Analysis and Market Research According to the main competitors in the market and based on customer feedback, these are some of the most relevant competitors mentioned during the interviews in Chicago. References Full comparison: https://www.getapp.com/project-management-planning-software/a/jira/compare/pivotal-tracker-vs-rally-software-agile-project-ma nagement-vs-trello/ Rally: https://project-management.com/rally-software-review/ Rally: https://www.ca.com/us/products/agile-planning.html?intcmp=headernav Trello: https://trello.com/about