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Clubhouse UX teardown: A closer look at homepage curation, follow hooks and other features

Clubhouse, the social audio app that first took Silicon Valley by storm and is now gaining much wider appeal, is an interesting user experience case study.

Hockey-stick growth — 8 million global downloads as of last month, despite still being in a pre-launch, invite-only mode, according to App Annie — is something most startups would kill for. However, it also means that UX problems can only be addressed while in “full flight” — and that changes to the user experience will be felt at scale rather under the cover of a small, loyal and (usually) forgiving user base.

In our latest UX teardown, Built for Mars founder and UX expert Peter Ramsey and TechCrunch reporter Steve O’Hear discuss some of Clubhouse’s UX challenges as it continues to onboard new users at pace while striving to create enough stickiness to keep them active.

Homepage curation

Peter Ramsey: Content feeds are notoriously difficult to get right. Which posts should you see? How should you order them? How do you filter out the noise?

On Clubhouse, once you’ve scrolled past all the available rooms in your feed, you’re prompted to follow more people to see more rooms. In other words, Clubhouse is inadvertently describing how it decides what content you see, i.e., your homepage is a curated list of rooms based on people you follow.

Except there’s a problem: I don’t follow half the people who already appear in my feed.

Image Credits: Clubhouse

Steve O’Hear: I get it. This could be confusing, but why does it actually matter? Won’t people just continue to use the homepage regardless?

Peter: In the short term, yes. People will use the homepage in the same way they’d use Instagram’s search page (which is to just browse occasionally). But in the long term, this content needs to be consistently relevant or people will lose interest.

Steve: But Twitter has a search page that shows random content that I don’t control.

Peter: Yeah, but they also have a home feed that you do control. It’s fine to also have the more random “slot machine style” content feed — but you need the base layer.

The truth about aha moments

Peter: In the early days of Twitter, the team noticed something in their data: When people follow at least 30 others, they’re far more likely to stick around. This is often described as an “aha moment” — the moment that the utility of a product really clicks for the user.

This story has become startup folklore, and I’ve worked with many companies who take this message too literally, forgetting the nuance of what they really found: It’s not enough to just follow 30 random people — you need to follow 30 people who you genuinely care about.

Clubhouse has clearly adopted a similar methodology, by pre-selecting 50 people for you to follow while signing up.

Have you noticed that some people have accumulated millions of followers really quickly? It’s because the same people are almost always recommended — I tried creating accounts with polar opposite interests, and the same people were pre-selected almost every time.

At no point does it explain that following those 50 people will directly impact the content that is available to you, or that if your homepage gets uninteresting, you’ll need to unfollow these people individually.

But they should, and it could look more like this:

Steve: Why do you think Clubhouse does this? Laziness?

Peter: I think in the early days of Clubhouse they just wanted to maximize connections, and by always recommending the same people (Clubhouse’s founders and investors), they could somewhat control the content that is shown to new users.

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Use Git data to optimize your developers’ annual reviews

The end of the year is looming and with it one of your most important tasks as a manager. Summarizing the performance of 10, 20 or 50 developers over the past 12 months, offering personalized advice and having the facts to back it up — is no small task.

We believe that the only unbiased, accurate and insightful way to understand how your developers are working, progressing and — last but definitely not least — how they’re feeling, is with data. Data can provide more objective insights into employee activity than could ever be gathered by a human.

It’s still very hard for many managers to fully understand that all employees work at different paces and levels.

Consider this: Over two-thirds of employees say they would put more effort into their work if they felt more appreciated, and 90% want a manager who’s fair to all employees.

Let’s be honest. It’s hard to judge all of your employees fairly if you’re (1) unable to work physically side-by-side with them, meaning you’ll inevitably have more contact with the some over others (e.g., those you’re more friendly with); and (2) you’re relying on manual trackers to keep on top of everyone’s work, which can get lost and take a lot of effort to process and analyze; (3) you expect engineers to self-report their progress, which is far from objective.

It’s also unlikely, especially with the quieter ones, that on top of all that you’ll have identified areas for them to expand their talents by upskilling or reskilling. But it’s that kind of personal attention that will make employees feel appreciated and able to progress professionally with you. Absent that, they’re likely to take the next best job opportunity that shows up.

So here’s a run down of why you need data to set up a fair annual review process; if not this year, then you can kick-start it for 2021.

1. Use data to set next year’s goals

The best way to track your developers’ progress automatically is by using Git Analytics tools, which track the performance of individuals by aggregating historical Git data and then feeding that information back to managers in minute detail.

This data will clearly show you if one of your engineers is over capacity or underworked and the types of projects they excel in. If you’re assessing an engineering manager and the team members they’re responsible for have been taking longer to push their code to the shared repository, causing a backlog of tasks, it may mean that they’re not delegating tasks properly. An appropriate goal here would be to track and divide their team’s responsibilities more efficiently, which can be tracked using the same metrics, or cross-training members of other teams to assist with their tasks.

Another example is that of an engineer who is dipping their toe into multiple projects. Indicators of where they’ve performed best include churn (we’ll get to that later), coworkers repeatedly asking that same employee to assist them in new tasks and of course positive feedback for senior staff, which can easily be integrated into Git analytics tools. These are clear signs that next year, your engineer could be maximizing their talents in these alternative areas, and you could diversify their tasks accordingly.

Once you know what targets to set, you can use analytics tools to create automatic targets for each engineer. That means that after you’ve set it up, it will be updated regularly on the engineer’s progress using indicators directly from the code repository. It won’t need time-consuming input from either you or your employee, allowing you both to focus on more important tasks. As a manager you’ll receive full reports once the deadline of the task is reached and get notified whenever metrics start dropping or the goal has been met.

This is important — you’ll be able to keep on top of those goals yourself, without having to delegate that responsibility or depend on self-reporting by the engineer. It will keep employee monitoring honest and transparent.

2. Three Git metrics can help you understand true performance quality

The easiest way for managers to “conclude” how an engineer has performed is by looking at superficial output: the number of completed pull requests submitted per week, the number of commits per day, etc. Especially for nontechnical managers, this is a grave but common error. When something is done, it doesn’t mean it’s been done well or that it is even productive or usable.

Instead, look at these data points to determine the actual quality of your engineer’s work:

  1. Churn is your number-one red flag, telling you how many times someone has modified their code in the first 21 days after it has been checked in. The more churn, the less of an engineer’s code is actually productive, with good longevity. Churn is a natural and healthy part of the software development process, but we’ve identified that any churn level above the normal 15%-30% indicates that an engineer is struggling with assignments.

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Zoom UX teardown: 5 fails and how to fix them

Valued at over $60 billion and used by millions each day for work and staying in touch with friends and family, the COVID-19 pandemic has helped make Zoom one of the most popular and relevant enterprise applications.

On one level, its surge to the top can be summed up in three words: “It just works.” However, that doesn’t mean Zoom’s user experience is perfect — in fact, far from it.

With the help of Built for Mars founder and UX expert Peter Ramsey, we dive deeper into the user experience of Zoom on Mac, highlighting five UX fails and how to fix them. More broadly, we discuss how to design for “empty states,” why asking “copy to clipboard” requests are problematic and other issues.

Always point to the next action

This is an incredibly simple rule, yet you’d be surprised how often software and websites leave users scratching their heads trying to figure what they’re expected to do next. Clear signposting and contextual user prompts are key.

The fail: In Zoom, as soon as you create a meeting, you’re sat in an empty meeting room on your own. This sucks, because obviously you want to invite people in. Otherwise, why are you using Zoom? Another problem here is that the next action is hidden in a busy menu with other actions you probably never or rarely use.

The fix: Once you’ve created a meeting (not joined, but created), Zoom should prompt and signpost you how to add people. Sure, have a skip option. But it needs some way of saying “Okay, do this next.”

Steve O’Hear: Not pointing to the next action seems to be quite a common fail, why do you think this is? If I had to guess, product developers become too close to a product and develop a mindset that assumes too much prior knowledge and where the obvious blurs with the nonobvious?

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Customer feedback is a development opportunity

Kyle Lomeli
Contributor

Kyle Lomeli is the CTO and a founding engineer at CarGurus.com.

Online commerce accounted for nearly $518 billion in revenue in the United States alone last year. The growing number of online marketplaces like Amazon and eBay will command 40% of the global retail market in 2020. As the number of digital offerings — not only marketplaces but also online storefronts and company websites — available to consumers continues to grow, the primary challenge for any online platform lies in setting itself apart.

The central question for how to accomplish this: Where does differentiation matter most?

A customer’s ability to easily (and accurately) find a specific product or service with minimal barriers helps ensure they feel satisfied and confident with their choice of purchase. This ultimately becomes the differentiator that sets an online platform apart. It’s about coupling a stellar product with an exceptional experience. Often, that takes the form of simple, searchable access to a wide variety of products and services. Sometimes, it’s about surfacing a brand that meets an individual consumer’s needs or price point. In both cases, platforms are in a position to help customers avoid having to chase down a product or service through multiple clicks while offering a better way of comparing apples to apples.

To be successful, a company should adopt a consumer-first philosophy that informs its product ideation and development process. A successful consumer-first development resides in a company’s ability to expediently deliver fresh features that customers actually respond to, rather than prioritize the update that seems most profitable. The best way to inform both elements is to consistently collect and learn from customer feedback in a timely way — and sometimes, this will mean making decisions for the benefit of consumers versus what is in the best interest of companies.

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