Customizing Feedback

Enabling people leaders at Blizzard B&OP’s Design Org to speak to their folks effectively and efficiently with both sides/parties getting what they need; the IC and the Manager!

1. Research and Reading

We have already begun the next phase of the Support section, which is to pull together all our disparate support pages and documentation under the Support umbrella. What used to be called “owner” pages have been redesigned and moved into this category for all our printers as of writing this. There are other plans to build more robust pages for Software products as well, to limit the need for external sites for each piece of software. 

And in the longer term, we hope to pull the Salesforce knowledge base and our other support pages into one more coherent structure so we don’t have to bounce customers between domains (but that’s probably much further out).

2. Figjam Quiz

After leaving the Design Studio with great ideas and copious notes, we set off trying to find the perfect blend that solved our initial prompts, and was forward facing enough to adapt to any future requests. That meant combining some ideas, redesigning others, and trying all new concepts that hadn’t been breached at the design studio.

This was done across numerous meetings, on whiteboards and in sketchbooks, and then nicely redrawn for review with stakeholders.

3. Shareable Badges

With our sketches feeling pretty final, we decided to jump past Sketch mockups and dive into coding something we could put on the site and start showing to partners and stakeholders ASAP.

To do this, we broke the page into chunks, each of us working on different sections individually, before coming back together to finalize them and get things working together neatly. 

This also allowed us to start testing with real users sooner than later.

4. Manager Guidance

With the page coded and testing well, we pushed it live and let our partners across support know it was ready for customers. As the hits began going up, we’ve watched how they use it and monitored spots of frustration and have already made a few changes and updates to address their concerns.
 
One example of that is creating a secondary page for additional FAQs that don’t quite fit on the main Support landing page. Another is pulling out popular links and making them more visual, and thus easier to find and tap/click. Both were minor changes that were easy to add thanks to how we built the page modularly.

5. Rolling Out The System

With our sketches feeling pretty final, we decided to jump past Sketch mockups and dive into coding something we could put on the site and start showing to partners and stakeholders ASAP.

To do this, we broke the page into chunks, each of us working on different sections individually, before coming back together to finalize them and get things working together neatly. 

This also allowed us to start testing with real users sooner than later.

6. Open-Sourcing Everything!

We have already begun the next phase of the Support section, which is to pull together all our disparate support pages and documentation under the Support umbrella. What used to be called “owner” pages have been redesigned and moved into this category for all our printers as of writing this. There are other plans to build more robust pages for Software products as well, to limit the need for external sites for each piece of software. 

And in the longer term, we hope to pull the Salesforce knowledge base and our other support pages into one more coherent structure so we don’t have to bounce customers between domains (but that’s probably much further out).

Customizing Feedback (Quiz)

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