Atlassian

Intelligences

Getting Savvy: Rewriting the Story of One of Our Most Important Customer Archetypes

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Rewriting Customer Archetypes; Atlassian, EPIC2022 Platinum Sponsor Panel
An EPIC2022 Platinum Sponsor Panel by Atlassian Moderator: LEISA REICHELT (Atlassian) Panelists: SARAH HYNE (Atlassian), (Atlassian), GILLIAN BOWAN (Atlassian), ANDRé JANSSON (Atlassian) In this panel, moderated by Head of Research & Service Experience, Leisa Reichelt, Atlassian researchers and data scientists will explore how different crafts, methodologies, and perspectives came together to evolve one of our most important customer archetypes; the champion. Showcasing the power of a research community, panelists will reflect on how they contributed to the evolution of this critical archetype by employing a range of research methods and cross-craft explorations. Join us to learn how we applied qualitative data, innovative survey design and partnerships with other crafts to opportunistically apply a refreshed champion concept to emerging business strategies and leadership asks. We’ll discuss how we devised and executed on a research program that applied mixed methods approaches for greater confidence and...

Intelligences

Feedback Fatigue: Re-designing the Research Process for Sustainable Insights

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Feedback Fatigue
An EPIC2021 Sponsored Panel by Atlassian Moderator: LEISA REICHELT (Atlassian) Panelists: CAITLIN MCCURRIE (Atlassian), CARA MARITZ (Atlassian), JAKE MOODY (Atlassian) & ADAM WRIDE With nearly 6,000 Atlassians, achieving customer-centricity that’s meaningful, sustainable, and respectful of people’s attention can be a challenge. Standard approaches and tools can overwhelm populations and lead to “Feedback Fatigue,” particularly in small populations of users. To solve this, we’ve made opportunistic use of the tools and mechanisms for engagement that we have immediately around us: we use Confluence for diary studies, Jira Service Management as an intercept, and we triangulate with feedback captured by our customer-facing collaborators. In this panel, moderated by Head of Research & Service Experience, Leisa Reichelt, Atlassian researchers and a member of our customer community will discuss how iterating our methods and ways of working helped our product teams achieve customer-centricity without our customers...

Perspectives

Feedback Fatigue: Redesigning the Research Process for Sustainable Insights

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The best textbook method may not be the best-applied method.
by CAITLIN MCCURRIE, Atlassian For the best-quality insights, design research for the experience of participating, not the method alone. When you think of running a diary study, we guess that Confluence isn’t the first research tool that comes to mind. Confluence is best known as a tool for knowledge management and team collaboration and not a platform to host a diary study, but with limitation comes creativity. In an effort to overcome the limitations in our research process we discovered an innovative and sustainable means to interact with our user population. From adapting Confluence into a longitudinal research tool to removing research tools and touchpoints, we’ve redesigned our research process to support ongoing contact with our user population. Through our journey, we’ve found three key learnings that have removed friction in the participation experience and improved the quality of our work. Design with your participant’s experience in mind, not just your preferred methodology. Use your knowledge of your population’s...

Intelligences

Debugging Distributed Teamwork: New Research

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LEISA REICHELT, Chair Atlassian GILLIAN BOWAN Atlassian OWEN HODDA ANZ CHRIS MARMO PaperGiant JARROD PAYNE Atlassian An EPIC2020 Sponsored Panel presented by Atlassian The Atlassian Research & Insights team commissioned a research study that involved thousands of workers across the globe to see how COVID-19 and the sudden shift to working from home has affected them. Atlassian looked inward, too, to find out how Atlassians were impacted by the sudden, lasting change to work remotely. In this panel, moderated by Head of Research & Insights, Leisa Reichelt, the people behind this work will discuss the unanticipated impacts of the pandemic that our research uncovered and how we might all respond going forward. Panelists Leisa Reichelt leads the research and insights team at Atlassian, where they are interested in unleashing the potential of every team. Prior to Atlassian Leisa spent some time working with Government Digital Services, both in Australia and in the UK. In both cases, building research...