Join Morten Rand-Hendriksen for an in-depth discussion in this video Create a feedback loop for issues and resolutions, part of Mapping the Modern Web Design Process.
- When a new site is launched it's important to have a feedback loop for issues and resolutions in place. There will always be issues that need to be addressed and many of these issues will be discovered by random end users visiting the site. During the first several months of the new site's life the end user must be provided with an easy way to report issues, including sending screenshots so these can be triaged and dealt with appropriately. In many cases the reported issues will not be actual issues but rather unfamiliarity with the new site but they should still be cataloged and addressed.
It's essential to make the feedback process a Feedback Loop. A visitor reports an issue, the issue is triaged and addressed, and the visitor is provided with an answer. By keeping the visitor in the discussion she will feel like her voice is being heard and she's not talking into a vacuum. And even if the issue reported is not fixed she will feel positive about her engagement with the company. On the practical side of the Feedback Loop a system needs to be put in place to deal with issues continuously.
One person or team should be in charge of monitoring all feedback and triaging issues as they come in. Actionable issues should be added to an issue tracking system that is directly connected to project management tools and your chosen version control system that way as issues are discovered they can be assigned to the correct person or team, dealt with, and tracked as they are resolved. By integrating version control in the issue tracking process you'll also end up with a log documenting when it was reported, who dealt with it, when it was fixed, and what was done.
The client should have access to a human readable version of this data to see what work is being done. The data should also be used in billing to show a clear correlation between billable hours and actual work. Deployment and fixed code or designs should be done in a two stage process. First, add the fixed code to a Staging Server that contains a duplicate of the live site to ensure everything is working properly on the server with the live content.
Second, once the staging environment is thoroughly tested and the fix has been verified to be without bugs swap the staging and live environments to take the new code live. Most web hosts now offer staging as part of their services. If not, you can manually set up your own staging environment by duplicating the entire site and associated databases on the same server in a hidden location.
- Understanding what your users care about
- Creating user personas
- Creating content priority hierarchies
- Testing wireframes and interaction patterns
- Establishing a three-track build process
- Incorporating accessibility principles
- Using content blocks
- Testing and revising your web design
- Optimizing for social media and SEO
- Launching your web design
- Getting feedback from users