A presentation for World Usability Day 2011 at Michigan State University.

1. @fosteronomo | @techsmith | #wudboom
Blowing Up
the
Suggestion
Box
Daniel Foster
New Media
Specialist

2. @fosteronomo | @techsmith | #wudboom
• Private
• Non-committal
• One-way
• Opaque
The Rules

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People will forget what you said.
People will forget what you did.
But people will never forget how you made them feel.
–Maya Angelou
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4. @fosteronomo | @techsmith | #wudboomwww.getmentalnotes.com
© Stephen P. Anderson

5. @fosteronomo | @techsmith | #wudboom
We’d never done this before.
Sure, we always had beta software, but it was
only accessible to select users—not to the
broader public.
And feedback came in via individual emails,
not collaborative conversations.
This time, we wanted to engage our entire
user base in our agile development process.
Tiffany Wood
Snagit product manager
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6. @fosteronomo | @techsmith | #wudboom
10 minutes
10 months
100,000 downloads
120,000 topics
450,000 people
500,000 dollars

7. @fosteronomo | @techsmith | #wudboom
We've calculated that to capture the
scope and diversity of feedback
we've gathered on Get Satisfaction
using our traditional UX research
methodology, it would have cost us
$300,000- $500,000.
Sylvania Dye | @sylvaniadye
User experience designer
“
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8. @fosteronomo | @techsmith | #wudboom
It's irritating that you ask for my job title
and industry, waste of time. And most
people won’t care so they just click on
anything—your data is therefore NOT
CORRECT.
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Do you really have to ask so many
questions before I can give you
feedback? Good grief.
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9. @fosteronomo | @techsmith | #wudboom
I am trying to figure out how to
Produce and Share my project as a
flash project, but can't figure out
who to do so.
I did try to save it to Screencast, but
it says I have an account already,
but the Forgot password link isn’t
doing anything.
“
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10. @fosteronomo | @techsmith | #wudboom
Hi.. When i installing camtasia, its
popped up error messages. Error
1335. The cabinet file
‘Cabs.w1.cam’ required for this
installation is corrupt and cannot
be used.. Should i Re-Download it
back or what?
“
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11. @fosteronomo | @techsmith | #wudboom
Guys I have no problems with this product. I am
actually sending this to you because I am so
friggin impressed with your
product I cant even stand it. Ive
actually been using it for a year or so now, but just
recently I had to go back and edit some of my old
videos. Im sure you know the feelings I had....oh gosh,
whats going to happen now, the audio narration wont
sound the same, this is going to be so hard etc. It was
not hard. It was easy, and that is what I am so shocked
by. I literally was able to edit a 20 second portion of
each of the 5-10 minute videos no problem. Just did a
new recording of the screen, and the new audio, and
dialed it all in immediately. I was able to change each
video in about 5 minutes. And, if you watch the video,
you cant even tell that these edits happened. I am
so stoked I cant even contain
myself and I have completely
and utterly fallen in love with
your product. GREAT JOB
GUYS.
“
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Need to print (yes, on paper)
screen captures.
Add a print feature to Jing.
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33. @fosteronomo | @techsmith | #wudboom
Get Satisfaction helps me really
understand what customers like
about our products and how they
use them in their day-to-day lives.
—Anonymous TechSmithy
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Since Get Satisfaction is an open
community, anyone can see if a
customer is having a problem.
—Anonymous TechSmithy
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34. @fosteronomo | @techsmith | #wudboom
• Are we creating the right internal
culture?
• Are we hiring the right people?
• Have we equipped people to engage?
• Can we afford the risk of NOT being
customer obsessed?

35. @fosteronomo | @techsmith | #wudboom
…the new power of customers
means that a focus on the
customer now matters more than
any other strategic imperative.
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Josh Bernoff
Sr VP - Idea Development
Forrester Research

36. Daniel Foster
New Media Specialist
d.foster@TechSmith.com
@fosteronomo
gplus.to/fosteronomo
www.techsmith.com/jobs