The RightScale product team (PM and UX) conducted regular customer interviews as part of discovery, design, and follow-up, but documentation was scattered across Google documents, Confluence pages, Evernote files, Dropbox, and other locations, making them hard for team members to find. Customer requests were tracked in Jira tickets, but there was little context. In addition, other departments at RightScale, particularly sales, were often unaware of these customer sessions, which sometimes lead to miscommunications. I had identified this as a critical gap and determined that the company needed a unified tool for the team.
At the end of the hackathon, I had a working (if a bit rough) version of the interview tracker that I demonstrated in front of the company. Over the next several weeks, I refined it in my spare time. It immediately became the defacto tool used by the product team to track customer interviews.
Over the next several months, other company employees particularly in engineering, sales, and support, expressed gratitude for the easy of tracking product-customer interactions and the reduction in customer miscommunications. By connecting Jira tickets with customer interviews, product could also more clearly identify important roadmap items and lobby for them in management meetings.
Unlike most projects listed here, this was largely a development endeavor in an extremely constrained time period, though it had significant product and UX benefits. As a result, I took a different approach.
The application delivered tracked the following interview fields:
After submitting an interview, the following events occurred:
Contact me if you are interested in seeing a demo of the interview tracker.