Helpfulness of site feedback

[LH707]

I’ve noticed a few of you getting frustrated by bits of the new site experience, this is normal when things change. I bet Ahmed is likewise frustrated by some of the formulations of it, especially when it can be resolved with a simple case of RTFM (yeah, I know, things should “just work” in 2022…). As someone who has spent several years in product management, I’ve seen all manner of rollout issues and unanticipated issues when conducting user testing, bug bashes, etc. My inbox or ticketing system, has been filled with things like the following:

“The thingy is buggy when you click it”

“The date picker is jacked up”

…and many more. Most of these tell me that someone’s frustrated, but they’re not helpful to diagnose exactly what’s wrong and how to address it. As a consequence, most of those get sent back for more information or go into the cylindrical file. To provide more helpful information to improve the site, I recommend following the OUCH model:

Objective: what are you trying to accomplish?

Understanding: how do you think it works today?

Challenges: where are you getting stuck or blocked in the flow?

Help: what specifically do you want help to get yourself on track?

FWIW I recommend that approach for all manner of other use cases and interpersonal frustrations, but that’s a bit of a digression.

Ahmed’s got a lot of other things going on in life, and has dedicated a lot of time to making this site work better for the sake of us to communicate and collaborate on our models that we build for fun, so when we see things that we think could work better, the least we can do is spend 5 minutes to articulate it in a constructive way that helps move the chains.

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[Ahmed]

Thanks Merlin!   I really appreciate that.

 

Great system!  If you’re having issues, please follow the model above and I’ll try my best to help out as much as I can.  As I mentioned in my welcome message when the new site opened up, a lot has changed and will take some time to get used to and/or figure out.  Things work differently now, sometimes very differently.  Please be patient, we’re all in this together.  Thanks for your cooperation.

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Thanks,

ahmed
KSFO

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