Developing Hospitality at LevelUp 2014
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Transcript of Developing Hospitality at LevelUp 2014
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Developing HospitalityDaryl L. L. Houston
Simon Ouderkirk
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Simon Ouderkirk
Daryl L.L. Houston !
!
daryl.learnhouston.com!@dllh!
ouderkirk.co!@saouderkirk
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• Distributed!• Small!• Product plus support!• Close-knit (messing up hurts)
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Service & Hospitality
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Hospitality
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Service and Hospitality in Software Development
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Software Restaurant
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External and Internal
•Communication tools •Support tools
•A working product •Documentation •Maintenance and bug fixes
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Example External Hospitality Failures
• Partial or missing i18n • Partial or failing responsiveness • Partial or missing accessibility • Confusing sign-up flow • Poor documentation • In our case, wp.com vs. wp.org
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Example Internal Hospitality Failures
• Poor/slow search tools • Fragmented documentation • Fragmented bug tracking/response • Crummy UX for tools • Buggy internal tools • Failure to fix the external things,
resulting in more support interactions.
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Case Study #1: Spam Referrers
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Spam Referrers
Harmless, right?
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Spam Referrers
• Referrers hidden from reports but not from counts.
• No user-managed way to view/delete blocks. • We thought we would be helping both users
and support staff. • We confused the former and hurt the latter.
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Case Study #2: The Interim Editor
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Case Study #2: The Interim Editor
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Case Study #2: The Interim Editor
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Case Study #2: The Interim Editor
• Big user outcry • Added Opt-Out • Can think of this as good
Service bailing out suboptimal Hospitality
WP.com Happiness Team
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A Framework for Integrating Hospitality
into your Launch
• The Bigelow Window • Cures, not band-aids • Ownership of and support for crucial
things like testing (needs a champion!) • Consider opt-in beta testing for big
launches (also good for community)
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Closing Remarks Q & A
Simon Ouderkirk
Daryl L.L. Houston !
!
daryl.learnhouston.com!@dllh!
ouderkirk.co!@saouderkirk