Digital Feedback – (Web Apps, Kiosks, QR codes, APIs)
Apptentive’s Mobile Web (WebSDK) lacked critical features compared to the Mobile SDKs (Apple/Android) that made mobile feedback successful. I took the role of product producer to have feature product parity and extend the product offerings to more form factors beyond Mobile.
Mobile WEB SDK – Demo Examples
A dev can install the Web SDK in under 5 mins. I worked with a dev 1:1 and modified the JavaScript source code to trigger the love dialog feedback from a QR code. The new monetary opportunity to use dynamic QR codes based on Fan Signals data could be a game changer.
Customer Love Summit
The Customer Love Summit is a yearly conference showcasing Apptentive’s new products. I improved the event by showcasing further product feedback interaction features in real-time, all powered by attendee participation. The vision was that by the end of the event, the CEO on stage could switch to a monitor showing how many customers participated in a live demo dashboard featuring the new API in action.
Demo Table
I was responsible for the customer summit demo table, spearheading a variety of feedback devices, including my hackathon hardware project using a Raspberry Pie OS., iPad (Kiosks) Table Tents (QRcode), and an Amazon LTE Device.
The Results – Customer interactions, participation, and enthusiasm were high. Everyone involved loved the feedback mechanism, from customers to the CEO. Prospect customers (attendees) were sending feedback in real time. Participants and Investors gave the Demo Table high marks from the real-time data displayed from a Gecko Board Dashboard showcasing the public API.
Customer Love Summit
I coded up the QRcode “Did you love lunch? Each lunch table at the event had a table tent QRcode. Using the platform’s Web SDK, I could customize the different feedback types once a participant triggers the love dialog from the QR code.
How does a hypothesis become a product?
I participated in a company Hackathon. Using the new WEB SDK, I proposed an IoT device using hardware buttons (GPIO ports) connected to a Raspberry Pie OS. I conceptualized, designed, and built a responsive web app to complete the project. I called it a progressive survey using skip logic. A customer can iterate through various modal windows that capture the binary Yes/True, No/False feedback questions from the video game hardware buttons.
Customer Feedback
After successfully shipping the WebSDK e2e experience, I transitioned to customer interviews to get honest customer opinions to validate the business value.
The Results — 6 months after launching the WebSDK, sales were able to close new revenue deals since the business could support Mobile, Web Apps, and other form factors completing the product suite across all form factors.
NEW PRODUCT CHANNEL – (Mobile Web, Kiosks, API)
The business vision was to capture customer feedback from any form factor at scale. I was on point to design the first Web App SDK to influence the SaaS platform’s capabilities using the new APIs. As a product producer, I worked with the Devs 1:1 in the trenches to create product parity with the mobile SDKs. Then, I modernized the feedback interactions, updated the UI kit, and allowed customers to customize their interactions using CSS.
The UX Challenge:
The original “Contact Us” feedback button looked amateur; it had a picture of the office and one contact form field and did not dog food their product. I proposed to the team to invest in the WebSDK to have feature parity with the MobileSDK.
The Beginning…
When I joined the company, the original customer feedback system was hard-coded into Apptentive’s platform; no WebApp SDK was available. Until then, the business was focused on Mobile SDKs for Apple/Android.
