from feedback to features - building the new jira experience

Great products

need great feedback

Events Support Surveys In-product feedback

Most feedback sucks

Customers cannot tell you what they need.

GUY KAWASAKI, “WHAT I LEARNED FROM STEVE JOBS”

Why does enterprise software depend on

ineffective feedback?

WHAT’S WRONG WITH FEATURE REQUESTS?

Loudmouths Biggest voices tend to win, and you don’t know whose voice should be big

Features aren’t your product Performance, bugs, design, onboarding

Not holistic Tend to skew towards advanced users

How Jira takes feedback to features

COLLECT

CATEGORIZE

PRIORITIZE

VALIDATE

PROTOTYPE

BUILD

SCORECARD

MEASURE

How do you measure love?

1 2 3 4 5 6 7 8 9 100

DETRACTORS PASSIVES PROMOTERS

% Promoters - % Detractors = Net Promoter Score (NPS)

NPS is the #1 metric for product managers

at Atlassian

“Don’t be a number dummy.” - Grandpa

COLLECT

CATEGORIZE

PRIORITIZE

VALIDATE

PROTOTYPE

BUILD

SCORECARD

MEASURE

When Jira works, I like it; but too often Jira is "down for maintenance." No good.

My biggest annoyance is no good test case management.

Too complicated and confusing.

Functionality

Usability

Reliability

RELIABILITY

USABILITY FUNCTIONALITY

Performance Uptime Bugs

Ease of use Confusion Delight

New features Improvements Options

RUF breakdown 🐶

January 15 Feb Mar Apr May Jun July Aug Sep Oct Nov Dec Jan 16

34%31% 31%

33%30% 32%

35% 34% 33%29%

19%17% 17%

42% 41% 42%44%

40%44% 43% 42% 44%

40%43% 44% 43%

20% 22% 21% 20% 20% 20% 18%20%

16% 15%

10% 8% 8%

Reliability

Usability

Functionality

Jira Cloud performance is now reasonable instead of feeling like grandmothers old laptop.JIRA CLOUD CUSTOMER


RELIABILITY

Jira suffers really badly from feature bloat.

Kill features more often, the bloat and complexity of Jira is really difficult to deal with.

So many good features, but it's now suffering from feature clutter.


RELIABILITY

COLLECT

CATEGORIZE

PRIORITIZE

VALIDATE

PROTOTYPE

BUILD

SCORECARD

MEASURE

Usability is a lot harder to prioritize

Prioritize

# of users

Comment

Owner

Journey

How many users? Depending on the size of the organization, Jira can be complex to different users for different reasons.

Prioritize

Owner

Journey

Comment

# of users Read the full comment What is your user really saying? What are their frustrations?

Prioritize

Comment

Journey

# of users

Owner

Assign ownership Know which product or team owns this piece of work. Be specific.

Prioritize

Comment

Journey

# of users

Owner

Which experience? Highlight the specific user experience that is being described

Hard to find anything, I spend forever searching for items I'm looking for. Too many steps to edit a simple issue.

Edit Issue

Search

Navigation

HIRE AN INTERN

6000pieces of commented NPS feedback per month

200comments a day

HIRE LOTS OF INTERNS

What did we learn?

JIRA USABILITY THEMES 2016

General navigation

Project configuration

Create & edit issue

Onboarding

Search & filtering

Overview

0% 5% 10% 15% 20% 25%

5%

10%

12%

13%

18%

23%

USABILITY THEMES BY NUMBER OF USERS

0%

25%

50%

75%

100%

General nav Project configuration Create & edit issue Onboarding Search and filtering Overview

10 users15 - 25 users50 - 100 users500 - 200 users

USABILITY THEMES BY LICENSE SIZE

0%

25%

50%

75%

100%

General nav Project configuration Create & edit issue Onboarding Search and filtering Overview

10 users15 - 25 users50 - 100 users500 - 200 users

COLLECT

CATEGORIZE

PRIORITIZE

VALIDATE

PROTOTYPE

BUILD

SCORECARD

MEASURE

Validation doesn’t have to scale, but your design does

All sizes

All customers Even the ones you don’t have

yet


All sizes

All customers Even the ones you don’t have

yet


Realistic designAll sizes

COLLECT

CATEGORIZE

PRIORITIZE

VALIDATE

PROTOTYPE

BUILD

SCORECARD

MEASURE

UX scorecard

Quantitative measurement of usability improvements

UX SCORECARD

Did the product meet your needs?

Was the product easy to use?

What is UMUX-LITE?

Early Signal Testing: Desiging Atlassian’s New Look

Becky White Senior UX Researcher

TODAY, 4:50 PM, ROOM 211A

Ashleigh Sterzenbach Senior Designer

COLLECT

CATEGORIZE

PRIORITIZE

VALIDATE

PROTOTYPE

BUILD

SCORECARD

MEASURE

POST-CLICKTHROUGH ACTIONS

No activityTransition issue through workflow

AttachmentsComment on issue

Edit descriptionEdit assignee

Dev Summary clicksWork loggingEdit summary

Comment view activities (e.g. twixi, expand, tab panel)Issue links - add, delete, show more, click-through

Subtasks - create, reorder, add, per-issue triple-dotView workflow

Admin menuEdit sprint

Edit priorityAll tab panel

Edit timeestimateEdit labels

Edit epic linkWatchers - watch or see watchers

Votes - vote or view votersEdit customfield - multicheckboxes

Edit linkHistory tab panelActivity tab panel

Edit customfield - urlDelete issue

Edit duedateShare issue

Click through to external links in description/commentsExport issue

Edit epic labelEdit reporter

After Actionable feedback

Before "Fire your UX team”

COLLECT

CATEGORIZE

PRIORITIZE

VALIDATE

PROTOTYPE

BUILD

SCORECARD

MEASURE

from feedback to features - building the new jira experience

Software