際際滷

際際滷Share a Scribd company logo

I <3 feedback

J
Jen Aprahamian

How a Slack webhook integration helped Twilio's documentation team engage more deeply with our developer users.

1 of 16
Download to read offline
I <3 FEEDBACK HOW A SLACK W EBHOOK HELPED TWILI OS DOCUMENTATION TEAM ENGAGE MOR E DEEPLY WITH OUR DETRACTORS 息 2018 TWILIO, INC. ALL RIGHTS RESERVED.
AHOY, WORLD! Twilio powers the future of communications Bring voice, messaging, and more into your applications and get connected to your customers
MEET THE DEVELOPER EDUCATION TEAM DavidAndrew Kat KevinPaul Jen
WHY DO WE CARE ABOUT DEVELOPER FEEDBACK?
WHY DO WE CARE ABOUT DEVELOPER FEEDBACK?
FIRST STEPS: THE 5 STAR WIDGET Appears on every page of Twilios documentation Developers can leave a rating from 1 to 5 Those ratings are then piped into a dashboard so our team can keep a pulse on how our docs are doing
WHERE WE ONLY GET 3 OUT OF 5 STARS Aggregate ratings only go so far Were not engaging directly with the users who leave feedback Numbers alone arent a direct pathway to actionable work
INTRODUCING: FEEDBACKBOT When a piece of feedback < 3 comes in, the save method includes a call to a Slack webhook The rating, comment, and information about the user who left feedback are all piped into a Slack channel watched by the docs team and product stakeholders across Twilio Feedback comes in Slack webhook called on save Feedbacks post to Slack channel
ONE HOUR TO MAGIC The entire implementation took less than 20 lines of code We were up and running in under an hour A little bit of docs feedback from our team: the Slack webhook tutorial was great!
GOING FROM AGGREGATE
GOING FROM AGGREGATE TO ACTIONABLE
ENGAGEMENT++ Low feedback is now directly in front of the documentation team as well as several product stakeholders More urgency, more actionable tasks Reacji and Slack threads can be used to coordinate work
WHAT HAPPENED? Our priorities have shifted in a more action-oriented, user-focused way Overall quality ratings have gone up Feedback isnt just an overly simplified number, its a collection of stories
WHERE DO WE GO FROM HERE? Honing our process around how we engage with developers Continuing to craft a culture of empathy More Slack integrations
TALK DOCS WITH US You can reach the Developer Education team at docs@twilio.com Or leave feedback on one of our documentation pageswell definitely see it
THANK YOU!

More Related Content

I <3 feedback

  • 1. I <3 FEEDBACK HOW A SLACK W EBHOOK HELPED TWILI OS DOCUMENTATION TEAM ENGAGE MOR E DEEPLY WITH OUR DETRACTORS 息 2018 TWILIO, INC. ALL RIGHTS RESERVED.
  • 2. AHOY, WORLD! Twilio powers the future of communications Bring voice, messaging, and more into your applications and get connected to your customers
  • 3. MEET THE DEVELOPER EDUCATION TEAM DavidAndrew Kat KevinPaul Jen
  • 4. WHY DO WE CARE ABOUT DEVELOPER FEEDBACK?
  • 5. WHY DO WE CARE ABOUT DEVELOPER FEEDBACK?
  • 6. FIRST STEPS: THE 5 STAR WIDGET Appears on every page of Twilios documentation Developers can leave a rating from 1 to 5 Those ratings are then piped into a dashboard so our team can keep a pulse on how our docs are doing
  • 7. WHERE WE ONLY GET 3 OUT OF 5 STARS Aggregate ratings only go so far Were not engaging directly with the users who leave feedback Numbers alone arent a direct pathway to actionable work
  • 8. INTRODUCING: FEEDBACKBOT When a piece of feedback < 3 comes in, the save method includes a call to a Slack webhook The rating, comment, and information about the user who left feedback are all piped into a Slack channel watched by the docs team and product stakeholders across Twilio Feedback comes in Slack webhook called on save Feedbacks post to Slack channel
  • 9. ONE HOUR TO MAGIC The entire implementation took less than 20 lines of code We were up and running in under an hour A little bit of docs feedback from our team: the Slack webhook tutorial was great!
  • 12. ENGAGEMENT++ Low feedback is now directly in front of the documentation team as well as several product stakeholders More urgency, more actionable tasks Reacji and Slack threads can be used to coordinate work
  • 13. WHAT HAPPENED? Our priorities have shifted in a more action-oriented, user-focused way Overall quality ratings have gone up Feedback isnt just an overly simplified number, its a collection of stories
  • 14. WHERE DO WE GO FROM HERE? Honing our process around how we engage with developers Continuing to craft a culture of empathy More Slack integrations
  • 15. TALK DOCS WITH US You can reach the Developer Education team at docs@twilio.com Or leave feedback on one of our documentation pageswell definitely see it