Customer Feedback Channels

9 Jan 2007 - 8:40am
7 years ago
3 replies
618 reads
Trit Mulligan
2007

Good morning,
After lurking for some time, I am certain you can provide insight and
innovative ways to collecting customer feedback. As a usability
engineer for software and web applications, I am looking for new and
efficient ways to collect feedback about our products. We are beginning
to explore a Design Website where our designers can engage directly with
customers about new designs. What ways do you capture feedback? Has
anyone (besides Microsoft) tied feedback channels directly into their
applications? Pros/Cons to any ideas are welcome.

Thanks!

Trit Mulligan

Usability Engineer - Emerging Products
___________________________________________________
Blackbaud, Inc.
2000 Daniel Island Drive
Charleston, SC 29492
Phone 843.216.6200 x 2902| Fax 843.216.6100
trit.mulligan at blackbaud.com <mailto:trit.trit.mulligan at blackbaud.com> |
http://www.blackbaud.com <http://www.blackbaud.com/>
___________________________________________________

<http://casecentral.blackbaud.com/>

Comments

9 Jan 2007 - 11:54am
Esteban Barahona
2006

I have no experience as a designer or developer of a feedback feature, but
have used Ubuntu's community feedback <http://www.ubuntu.com/community> (ie:
Launchpad). A forum <http://www.ubuntuforums.org/> is a good start for FAQs
and the start of a feature request, there are many ways to report bugs.
Ubuntu is one of the few ways I've actually participated (in English to
Spanish translations) partly because of how easy it's.

Having a code of conduct <http://www.ubuntu.com/community/conduct> and a CEO
come clean <http://www.markshuttleworth.com/> and talk about the future of
the software (even if part of the community do not agree) is a way to build
trust, and ultimately promote feedback.

2007/1/9, Trit Mulligan <Trit.Mulligan en blackbaud.com>:
>
> Good morning,
> After lurking for some time, I am certain you can provide insight and
> innovative ways to collecting customer feedback. As a usability
> engineer for software and web applications, I am looking for new and
> efficient ways to collect feedback about our products. We are beginning
> to explore a Design Website where our designers can engage directly with
> customers about new designs. What ways do you capture feedback? Has
> anyone (besides Microsoft) tied feedback channels directly into their
> applications? Pros/Cons to any ideas are welcome.
>
>
> Thanks!
>
> Trit Mulligan
>
> Usability Engineer - Emerging Products
> ___________________________________________________
> Blackbaud, Inc.
> 2000 Daniel Island Drive
> Charleston, SC 29492
> Phone 843.216.6200 x 2902| Fax 843.216.6100
> trit.mulligan en blackbaud.com <mailto: trit.trit.mulligan en blackbaud.com> |
> http://www.blackbaud.com <http://www.blackbaud.com/>
> ___________________________________________________
>
> <http://casecentral.blackbaud.com/>

--
http://www.zensui.org

9 Jan 2007 - 2:08pm
Josh
2006

I would start with good site analytics for quantitative analysis of user
behavior. To gather qualitative insight I would consider an onsite email
application similar to those used on social networking sites where users can
send messages to designers and get replies to start active dialogs between
the users and the internal team. I suggest onsite email vs. a mailto because
the mailto would require someone to access an external email solution as
opposed to keeping a unified experience through a single application. A
forum will also work for helping create a dialog between users but it would
require some supervision and may not be as targeted.

- Josh Viney

On 1/9/07, Esteban Barahona <esteban.barahona at gmail.com> wrote:
>
> I have no experience as a designer or developer of a feedback feature, but
> have used Ubuntu's community feedback <http://www.ubuntu.com/community>
> (ie:
> Launchpad). A forum <http://www.ubuntuforums.org/> is a good start for
> FAQs
> and the start of a feature request, there are many ways to report bugs.
> Ubuntu is one of the few ways I've actually participated (in English to
> Spanish translations) partly because of how easy it's.
>
> Having a code of conduct <http://www.ubuntu.com/community/conduct> and a
> CEO
> come clean <http://www.markshuttleworth.com/> and talk about the future of
> the software (even if part of the community do not agree) is a way to
> build
> trust, and ultimately promote feedback.
>
> 2007/1/9, Trit Mulligan <Trit.Mulligan at blackbaud.com>:
> >
> > Good morning,
> > After lurking for some time, I am certain you can provide insight and
> > innovative ways to collecting customer feedback. As a usability
> > engineer for software and web applications, I am looking for new and
> > efficient ways to collect feedback about our products. We are beginning
> > to explore a Design Website where our designers can engage directly with
> > customers about new designs. What ways do you capture feedback? Has
> > anyone (besides Microsoft) tied feedback channels directly into their
> > applications? Pros/Cons to any ideas are welcome.
> >
> >
> > Thanks!
> >
> > Trit Mulligan
> >
> > Usability Engineer - Emerging Products
> > ___________________________________________________
> > Blackbaud, Inc.
> > 2000 Daniel Island Drive
> > Charleston, SC 29492
> > Phone 843.216.6200 x 2902| Fax 843.216.6100
> > trit.mulligan at blackbaud.com <mailto: trit.trit.mulligan at blackbaud.com
> > |
> > http://www.blackbaud.com <http://www.blackbaud.com/>
> > ___________________________________________________
> >
> > <http://casecentral.blackbaud.com/>
>
>
>
>
> --
> http://www.zensui.org
> ________________________________________________________________
> Welcome to the Interaction Design Association (IxDA)!
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9 Jan 2007 - 12:05pm
Sharma, Amit (S...
1969

Try "MindCanvas" from Uzanto. I haven't personally used it but have seen the demos on their website. They use GEMs (Game-like Elicitation Methods) to gather customer feedback, etc. A truly innovative and exciting way to engage users.

Amit

-----Original Message-----
From: discuss-bounces at lists.interactiondesigners.com
[mailto:discuss-bounces at lists.interactiondesigners.com]On Behalf Of Trit
Mulligan
Sent: Tuesday, January 09, 2007 6:41 AM
To: discuss at ixda.org
Subject: [IxDA Discuss] Customer Feedback Channels

Good morning,
After lurking for some time, I am certain you can provide insight and
innovative ways to collecting customer feedback. As a usability
engineer for software and web applications, I am looking for new and
efficient ways to collect feedback about our products. We are beginning
to explore a Design Website where our designers can engage directly with
customers about new designs. What ways do you capture feedback? Has
anyone (besides Microsoft) tied feedback channels directly into their
applications? Pros/Cons to any ideas are welcome.

Thanks!

Trit Mulligan

Usability Engineer - Emerging Products
___________________________________________________
Blackbaud, Inc.
2000 Daniel Island Drive
Charleston, SC 29492
Phone 843.216.6200 x 2902| Fax 843.216.6100
trit.mulligan at blackbaud.com <mailto:trit.trit.mulligan at blackbaud.com> |
http://www.blackbaud.com <http://www.blackbaud.com/>
___________________________________________________

<http://casecentral.blackbaud.com/>

________________________________________________________________
Welcome to the Interaction Design Association (IxDA)!
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