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...
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...