wiki:org/meetings/2017Amsterdam/Notes/BetterFeedbackUserToDev

How can we get better feedback from users into our dev cycle?


What others do ==============

-Tails is doing this by having an application (whisperback) for reporting things. The reports go to a helpdesk which then opens tickets in the bug tracker for the devs

-Tails did some user interviews at conferences etc.

-Mozilla has a lot of the feedback via Bugzilla, the bug tracker; then there is the Testpilot extension

-Zcash has a weekly meeting where tickets and Github issues are getting triaged; this is done by the devs themselves

-if Zcash people encounter reports under the week they make a note and handle that one on the weekly triage meeting mentioned previously

-Zcash folks are directing issues to related project directly to the respective devs

-Ubuntu has a bug triage tickets for Launchpad bugs (crash tickets etc.)

What we could do ================

-Tor Browser could have a similar included feedback mechanism (feedback extension); the priority of the resulting issues could be sorted by keywords

-We could have a feedback form in the stable series, which is ready/pops up if something goes wrong

-Or we could have that form in the menu and we are acknowledging that we get the feedback and that somebody is looking into it (with approx. time when this is done)

-We could have that form including a search box which goes directly through our search portal. If the issue is not available on the portal open a ticket with support

-quarterly goals ("this time new users"; "this time users in China") -> did we succeed? -> if not, refine the strategy

-trying to have important user tickets solved regularly

-we should be aware of localitzation issues at our support portal; if there are any (e.g. due to missing translations) human interaction is needed

Last modified 16 months ago Last modified on Mar 27, 2017, 4:46:54 PM