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Last active August 29, 2015 14:11
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Product Feedback Form UX
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Feedback.md

RDS Only Feedback?

The User Story and screenshots are specific to gathering RDS feedback, using a UI based on AWS’s feedback tool. Their tool is consistent across all of AWS’s services, you can launch a feedback window for any part of their product ecosystem.

https://hostr.co/file/UqpGE6MuPloz/aws-services-feedback.gif

Implementation Effort

I believe the effort required to implement this feedback form in our product will be increased by requiring it to be limited to only appear in specific views. The UI templates are shared globally across all views, so conditional logic would be required to show and hide the form across different areas of the product.

Feedback Button

In the case of the AWS console, their button placement makes sense because the ability to provide feedback is global. That button appears everywhere. If we are only gathering RDS feedback, then we would need to hide or disable these feedback controls outside of certain pages, so that we're not asking non-RDS customers about RDS.

https://hostr.co/file/NYn2rBmvoZez/footer-feedback.gif

This would mean showing / hiding the button as the user moves between screens that are relevant and not relevant to RDS, which is pretty messy.

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When & where to seek feedback

When it comes to getting insight into our customers interaction with our RDS offering, I think it's important that we ask the right questions, in the right place, at the right time. A feedback button that sits down in the bottom corner is outside of the key focal areas, so it's likely that it will only come to the users' attention when they hit a problem and are looking to reach out; acting as a support or venting tool.

https://hostr.co/file/SILTCc1A0f1c/inline-feedback-01.png

I think we could get more engagement from a feedback tool like this by looking to make it a more visible part of the RDS workflow, as opposed to a troubleshooting mechanism.

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Contacting Support: US1418

Just curious - this user story refers to switching to the contact support form from the product one. Currently, that integration between our product UI and Zendesk only exists in Classic.

Should efforts to introduce that functionality in the new product be carried out within this same RDS story? That seems like a seperate but related feature/story in it's own right.

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https://s3.amazonaws.com/redpen-prod/red-pen-8e2236bf-fa57-4c80-b226-756179b8e665.png

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