Wednesday, August 6, 2014

listen up...to your users

I overheard an interesting conversation today regarding the use of encrypted storage. There was a wise person who had some very good ideas on the topic. The advice was to leave it up to the responsible individual to decide what should be encrypted and what should not. This was the conclusion along with some good backing points.

One of those were that often folks in IT assume too much of the users without getting the picture of reality. We live in a bubble of misconception and assumption when we don't reach out to our users for input on decisions we are making for them. It's one thing to give users the tools to do what they need to do, it's quite another to restrict users without accurate input. And even worse, to "Big Brother" users under the assumption that they need to be culled into submission and watched over.

One such "Big Brother" practice of storing attempted passwords in a database borders on unethical. How many times have you forgotten your password but you know it's either something like this, or maybe that other one? Is that the same password that you use for your bank account? Hope not!  Shame on you if it is, but shame on those who decided to store that information! My advice is to keep that information all in one place, on paper, in a safe but accessible place. This way, you know if someone got to it because it will be missing! If you try the shotgun approach by guessing every password you have, you never know if they're being captured by wolves.

The corrective action to take when implementing some new process is to either take a passive approach and measure popularity, or actively solicit feedback. Many times users will be unwilling to give feedback (unless negative) so the passive option may be preferable since you would get skewed data from solicitation (unless it's very active).

But Phil, you say how do we know if we should implement xyz until we know if the users want it? And if we can't solicit for xyz because the data will be skewed, how do we know? Perhaps there is a way to offer incentive for giving feedback. Bringing users into the fold regularly will be key to delivering successful solutions. Is it more costly to put something out there that never gets used, or to pay for active participation during the decision making process? Perhaps monetary incentives are not necessary; perhaps users will participate because they want to make their own lives better, or see their ideas in action, or just plain joy of contributing to a decision making process.

Here's my take on some certain approaches that I've seen in terms of user voice:

The online user voice boards where users add and vote for features is ok, but I think most of those get lost in the shuffle for larger apps, and only relatively active users participate. The ones with the most votes get bumped to the top and many duplicates are created then ignored.

Soliciting users via popups in the middle of their work, or when they are opening some page or application is intrusive and annoying. Often users are in the middle of a train of though (on a mission so to speak). DON'T INTERRUPT YOUR USERS!

A panel of beta users might be a very rational answer to soliciting feedback, but that's very exclusive and misses many users, if not the most common users.

A suggestion I might make is to allow users to submit suggestions for review (categorized). Once those suggestions are in and aggregated into coherent features, have a suggestion panel (like an ad rotator) in the application (the active information section that should exist in your app anyways and if not add it). Make it simple -  how much value do you place on xyz? 1-5 skip. If you have a logged in user, this can be collected per user and tracked along with usage data. In this way you can gather useful metrics on the most useful features for the most active users. For a portable device or small screen with local apps, each app should have it's own feedback link that's easily accessible and displays a few suggestions for voting. Wii had an awesome game called Everybody Votes, that was fun! User's got to see where they stood against the trend-line nationally and internationally. If they were in the highest group they got props - rewards!

The point here is to include users in the conversations when making decisions that affect them. Get the largest data sample possible and give good exposure to anything worth doing to gauge value (e.g. if it's really worth doing).

Measure what can be taken away as well! How much CRUFT is out there clogging up implementation when it's not even used? Lose it!

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