getsatisfaction.com

28 Feb 2008 - 3:03am
6 years ago
2 replies
502 reads
Alexander Baxevanis
2007

Hi all,

just stumbled upon this website (getsatisfaction.com), which seems to
be a platform for facilitating user feedback & discussion about any
sort products & services. In many cases the people officially
responsible for the product/service participate in the discussions,
see for example:

http://getsatisfaction.com/twitter
http://getsatisfaction.com/dopplr
http://getsatisfaction.com/paypal

Yes, it does seem to be mostly web2.0 companies, on the other hand
many big companies haven't bothered to endorse any of these
conversations with their participation:

http://getsatisfaction.com/tmobile
http://getsatisfaction.com/dell

I know many companies have their own support forums (that are often
difficult to find or overly "moderated") or in some cases company
employees participate (un)officially in generic forums. But this seems
to be better designed and more "public" than any of the other
solutions.

So what do you think, is that kind of conversation useful for
interaction designers? Would you like to participate in such a forum
about the products/services you've designed? Or if you're already
there, have you managed to get any good insights that you wouldn't
otherwise have thought of?

Cheers,
Alex

Comments

28 Feb 2008 - 10:27am
bminihan
2007

I like the idea, and have been wondering about creating such a beast within
our application (we're soft-launching in 2 days, whee!). I've had a heck of
a time getting face-time with our audience and would love any chance at
opening a conversation with folks. I guess one of the drawbacks to the site
below is that it would need to be heavily promoted on the site it's meant to
support (to get people to go there) and might suffer from the general
pitfalls of online feedback - that a very small percentage of people have or
take the time to commit to online forums and feature discussions.

I don't know that you could use it for statistically accurate user sampling,
but as another way to "stay in touch" I think it fills a need many services
have, that would cost some time/resources to build internally.

Thanks for the tip!

Bryan
http://www.bryanminihan.com

-----Original Message-----
From: discuss-bounces at lists.interactiondesigners.com
[mailto:discuss-bounces at lists.interactiondesigners.com] On Behalf Of
Alexander Baxevanis
Sent: Thursday, February 28, 2008 4:03 AM
To: IxDA Discuss
Subject: [IxDA Discuss] getsatisfaction.com

Hi all,

just stumbled upon this website (getsatisfaction.com), which seems to
be a platform for facilitating user feedback & discussion about any
sort products & services. In many cases the people officially
responsible for the product/service participate in the discussions,
see for example:

http://getsatisfaction.com/twitter
http://getsatisfaction.com/dopplr
http://getsatisfaction.com/paypal

Yes, it does seem to be mostly web2.0 companies, on the other hand
many big companies haven't bothered to endorse any of these
conversations with their participation:

http://getsatisfaction.com/tmobile
http://getsatisfaction.com/dell

I know many companies have their own support forums (that are often
difficult to find or overly "moderated") or in some cases company
employees participate (un)officially in generic forums. But this seems
to be better designed and more "public" than any of the other
solutions.

So what do you think, is that kind of conversation useful for
interaction designers? Would you like to participate in such a forum
about the products/services you've designed? Or if you're already
there, have you managed to get any good insights that you wouldn't
otherwise have thought of?

Cheers,
Alex

28 Feb 2008 - 2:38pm
timoni
2008

> I know many companies have their own support forums (that are often
> difficult to find or overly "moderated") or in some cases company
> employees participate (un)officially in generic forums. But this seems
> to be better designed and more "public" than any of the other
> solutions.
>
> So what do you think, is that kind of conversation useful for
> interaction designers?

I know that a lot of independent app developers LOVE this site--it
eases the (sometimes substantial) burden of tech support from one- or
two-men shops. I'm sure the info they get on Satisfaction informs
how they design their apps. No reason designers at larger companies
couldn't find it useful for the same reasons.

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