Categories
Blog Design Thoughts

Your biggest user research asset

We speak a lot about user research at Automattic within our various product divisions and it’s easy to get your head down in the trenches and feel like you don’t have the time to come out to even see your users, never mind speak to them!

At times I feel like this, and in my role as the lead of the team responsible for maintaining the mothership that is WooCommerce.com and building out new features for it that benefit our customers, our list of projects is endless and the time to speak to customers is limited.

However, while working on a follow-on project to a new feature we launched recently, it got me thinking about how big a role your support teams could and should contribute to your understanding of your customers needs and/or desires about your product, or the biggest pain points that you could look to solve.

One of the things I have focussed on is building the channel of communication between my team and the various support teams within Automattic that support our product and in particular how our customers manage the purchases and downloads they make on WooCommerce.com.

In this specific scenario, our Accounts team had perfected the method of transferring purchases between WooCommerce.com accounts over the years, even going so far as creating a Field Guide page (our internal WIKI of sorts) due to the popularity of the request for other Happiness Engineers who ran into the issue to follow.

What this did for us as a team, was provide us with a very clear understanding of what the ‘issue’ was that our customers needed solving. Essentially our support teams had already conducted the user research on this specific issue through answering multiple tickets that had the same request, and had provided the clear set of steps that we needed to automate – this allowed us to focus our time on making sure that we maximised the impact vs time constraint we had for this project by focussing on making the actual user experience for our customers as simple and seamless as possible.

I would strongly suggest reaching out to your support teams – they deal with your customers every day and might have some useful insights for features or improvements you could be making to your product.

So if you feeling like you not managing to speak to your customers directly at the moment, I would strongly suggest reaching out to your support teams – they deal with your customers every day and might have some useful insights for features or improvements you could be making to your product.


This post was originally published on our Automattic design blog.

Categories
Blog Personal Photos

Lightroom to WordPress

The WordPress.com team recently published a ´╗┐lightroom plugin that allows you to export your photos direct from Lightroom to WordPress – and it promised – No fuss, no mess!

As I was editing my photos from the Grand Meetup recently I decided to give it a try and see just how easy it was – and yes it lived up to the promise – no fuss, no mess.

If you are using WordPress.org (so a self-hosted site) you will need Jetpack to be installed on your site, as well as a WordPress.com account – but if you have both of those already – the set up is really simple and you can follow these easy steps.

The photos are added to your media library, where you can add them to posts, projects etc – really saving you time having to export from Lightroom and then re-import to WordPress.