Rethink Drupal Support. Stop the Bleeding!
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The document outlines various support and UX strategies in the context of Drupal development, focusing on understanding client needs and improving site usability. It emphasizes the importance of triaging issues, conducting audits, and utilizing data-driven decisions to enhance user experiences. Additionally, it promotes a 'concierge support' model to foster better communication and trust between developers and clients.
Rethink Drupal Support. Stop the Bleeding!
- 2. Introductions Anne Stefanyk Drupal Strategist @eskimoyogi Vanessa Turke UX Strategist @vcreatrix
- 3. Questions for you Who is in the room? What are your challenges?
- 5. Typical Support ● fix//build it asap ● unhack my site ● install this module ● update my site ● make it easier ● finish my site ● train me ● move this thing ● this is borked ● need more stuff ● dude MIA ● security scare ● review my code ● I just need a themer
- 6. New Support Client Rebuilding Trust
- 7. “Strive not to be a success, but rather to be of value.” –Albert Einstein
- 8. What is your turnaround time on the issue queue?
- 9. Hierarchy of Chaos P1: Critical Impact – Site Unusable P2: High Impact – Business Severely Impaired P3: Medium Impact – Business Partially Impaired P4: Low Impact – Service Fully Usable
- 10. Instill Calm in the Issue Queue ● Be responsive ● Develop intelligent audits ● Over communicate ● Under promise
- 11. Audits ● Site Audit ● Code Audit ● SEO Audit ● Security Audit ● Performance Audit ● UX Audit
- 12. Are you spending the right time on the right tasks?
- 13. Symptom vs Solution Symptom: User finds it hard to fill out the form on mobile Solution: Needs to be able to estimate 10hrs of a ux audit to learn why/how people are failing
- 14. Are you pixelpushing or creating real design value?
- 15. Testing & Validation ● Guerilla Testing ● Google Analytics Tracking ● A/B Split Test
- 16. Are you getting real user feedback?
- 17. Where do test users come from? ● When to use actual site users ● When to use third party user testers
- 18. How to create value for your clients
- 19. Make Data Driven Decisions ● Your best friend: Google Analytics ● Implement fixes, test, analyze ● Communicate often ● Email marketing tool ● Social media
- 20. Tactics for Making Data Driven Decisions
- 21. Channel Assessment & Re-Structure ● creating a consistent, cross-channel experience ● examine content categorization and topics ● create an intuitive mental model for users ● harvest buzzwords and common phrases from interviews
- 22. Horizontal Content Flow ● users are not visiting very many pages ● users not finding critical pages ● pages do not appear to have clear pathway (homepage hub) ● complementary content ● visual focus
- 23. User Scenarios Based on Problem Solving ● Identifying needs ● Understanding identified needs ● Isolating alternatives ● Choosing solutions ● Refining solutions
- 24. Supporting the workflow of new and power users ● Discovery ● Realization of Need ● Consideration ● Conversion ● Retention
- 25. Ideas for Benchmarking ● Value Proposition: perceived benefit to the user ● Relevance: perceived value proposition match their needs ● Clarity: perceived comprehension of offerings ● Anxiety: site elements (or absent elements) that create uncertainty in the user’s mind ● Distraction: what users eyes are drawn to on a page (does it help or hinder) ● Urgency: what incentive does a user have to to action immediately?
- 26. Guerrilla UX ● Interview stakeholders by phone/Skype ● Getting feedback on wireframes or designs ● Making small changes and observing users reactions ● Observing users ● UX Audit
- 27. A new model: ‘Concierge Support’ ● Issue ● Problem (symptom) ● Benchmark ● Solution ● Tasks ● Acceptance Criteria
- 28. How to model a healthier process ● Sales ● Team Members ● UX/IA ● Development workflow ● Tools ● QA
- 29. Q & A
- 30. Thank You! Booth 508 to enter to Win a Free UX, Security or Code Audit!
Editor's Notes
- #4: Show of hands how many ppl offer support? how many ppl of those support projects built by other developers How many ppl are looking for support? 1 sentence - your challenges - GO 10 we write down
- #5: Introduce caregivers
- #6: This is the ‘what’ of support Today we are going to talk about how to deliver value Reference a client - caregivers talk about the background
- #7: Budget Timeline Feature Response Time Quality Today: Not about the support process but how to deliver value Death by a thousand tickets
- #9: Managing Expectation
- #10: Middle 2 are the hard one - up for interpretation If everything is important nothing becomes important
- #12: Clean out the garage analogy
- #14: Vanessa tells stories about contractor
- #15: 100 design comps built by a print designer Pixelpushing nightmare about not concerned about mobile 75% users are mobile
- #16: PPL who are closest to the biz dont really get to have final say in the effectiveness of the layout/design - the user does
- #17: Monkey interface example
- #18: TOOLS
- #19: Before you say yes, you ask for the full story as to why? Don’t take just a sliver of action on the site Vanessa - Emergency care vs a holistic approach to health Multichannel
- #20: Med to large biz already have analytics but the client has not looked at it
- #22: Look to re-organize flat or hierarchical categorization into a multifaceted topic structure for better contextual content presentation.
- #23: Content curation becomes more effective because the connections are made naturally whether the user uses a navigating, browsing or searching style.