How we are learning about the 4.0 product experience and why
Published
If you upgraded to 4.0 you may have received a survey for your upgrade team, and some may have even received a survey for your end users, but why?
Yes, we receive information about the product experience through your Technical Account Managers (TAM) and support. But it is invaluable for product management and development to hear directly from you in your own words -- and one way that happens is through the surveys.
The trends that we see in various answers and comments also help us to make decisions on research to do in the future as well as areas that need attention now.
We decided to use surveys because they allow us to reach a lot of people quickly and efficiently. We try to keep the surveys short, while still getting key information we can take action on. We cannot move forward effectively without your input. The Customer Technology Preview for 4.0 and these surveys are our way of listening, to hear if we are going in the right direction or need to change course.
For those clients upgrade teams who have taken the surveys, thank you! If you have received the end user survey and have had your end users participate, thank you!
If you haven’t received one of these surveys yet, look for them from your TAM once you upgrade to 4.0. We send the surveys out to your upgrade team after 1 week of being live and to your end users after 2 months. We are working towards making your experience and your end users' experiences better and we are measuring our progress towards that goal. We cannot do this without you!
Author bio:
Let me introduce myself, my name is Mary Merlau (pronounced like the wine, Merlot, if only it was spelled that way!) and I am a User Experience Researcher at Blackbaud. I have been with Blackbaud for 5 years now. Previously I was a User Experience Designer, designing things like the queries from the data warehouse, designation and purpose wizard, giving list, database growth management tool, and the pledge installment grid. I have always been curious about how well these designs are received by users in the real world and so now I am leading the research efforts for BBCRM, including the 4.0 Customer Technology Preview, upgrade and end user surveys for 4.0, and future mobile applications.
The trends that we see in various answers and comments also help us to make decisions on research to do in the future as well as areas that need attention now.
We decided to use surveys because they allow us to reach a lot of people quickly and efficiently. We try to keep the surveys short, while still getting key information we can take action on. We cannot move forward effectively without your input. The Customer Technology Preview for 4.0 and these surveys are our way of listening, to hear if we are going in the right direction or need to change course.
For those clients upgrade teams who have taken the surveys, thank you! If you have received the end user survey and have had your end users participate, thank you!
If you haven’t received one of these surveys yet, look for them from your TAM once you upgrade to 4.0. We send the surveys out to your upgrade team after 1 week of being live and to your end users after 2 months. We are working towards making your experience and your end users' experiences better and we are measuring our progress towards that goal. We cannot do this without you!
Author bio:
Let me introduce myself, my name is Mary Merlau (pronounced like the wine, Merlot, if only it was spelled that way!) and I am a User Experience Researcher at Blackbaud. I have been with Blackbaud for 5 years now. Previously I was a User Experience Designer, designing things like the queries from the data warehouse, designation and purpose wizard, giving list, database growth management tool, and the pledge installment grid. I have always been curious about how well these designs are received by users in the real world and so now I am leading the research efforts for BBCRM, including the 4.0 Customer Technology Preview, upgrade and end user surveys for 4.0, and future mobile applications.
News
Blackbaud CRM™ and Blackbaud Internet Solutions™ Blog
09/14/2015 3:09pm EDT
Leave a Comment