2013_10_08_featured Announcements

Usabilla Exchange – The Community is Alive

Usabilla is a big advocate of shared knowledge. That is why we put a lot of effort into our blog: so we can share case studies, UX cases, and other UX insights with you. It’s why we love discussing new ideas with the team, and sharing best practices with our clients. And that’s why we started Usabilla Exchange.

We believe that only together and in exchange with one another, can we (1) strengthen the voice of our customers, (2) help you listen and make improvements based on customer feedback, and (3) further develop Usabilla to match not only your current, but also your future needs.

With Usabilla Exchange we want to bring our past, current, and future partners together – and create a shared space to encourage and maintain the exchange of experiences and new ideas.

Usabilla Exchange – the 1st edition

On October 3rd, we organized the first edition of Usabilla Exchange. As with every first time, we were very excited and a little nervous whether everything would go as we hoped.

And it did. We had an amazing evening full of new ideas, best practices, and laughter. Our main concern was “Will people feel comfortable enough to share their thoughts, insights, and concerns with us – and more importantly with everyone else?” As it turned out, there was no reason for that concern whatsoever.

“Compliments for the good event!” — Usabilla Exchange attendee

The informal setting, tasty Chinese food, and truly inspiring presentations (thanks again to our speakers!) made Usabilla Exchange a success with perspective. This does not only represent our own perception. We also asked our attendees to share their thoughts about the event in a quick survey. Everyone experienced the evening as very interesting and useful and they would all be happy to attend Usabilla Exchange more often.

Presentation Spil Games

The first presentation of the evening was given by Gerron Mulder and Harmen de Bruin from Spil Games. This presentation was interesting for a couple of reasons.

First of all, they don’t use the basic functionality of Usabilla Live – the Live Feedback button – at all. Rather, they focus on campaigns only. Reason for this are 170M unique pageviews per month that are spread across 45 different portals. There just isn’t a way to keep up with the enormous amount of feedback that comes in.

Campaigns on the other hand can be targeted to specific groups of visitors – and easily shut off after a sufficient amount of responses. Sometimes, this can be after only one afternoon. Spil Games also make use of our new custom targeting option, which allows them to target visitors based on information they already have – for example demographics people fill in when they created an account.

Basically, Spil Games makes use of three different survey types to learn more about their users and gather feedback on their different sites:

  1. Ad hoc surveys. These surveys mainly serve marketing purposes.
  2. Continue surveys. These surveys help to gather feedback on games, usability, and localisation.
  3. Integrated surveys. These surveys allow Spil Games to gather feedback in the structure of games.

Tips from Spil Games

  • Make sure you get your survey questions right. A good question is: simple, specific, individual, thorough, neutral, and balanced.
  • Dare to use campaigns creatively. For example, ask context-sensitive questions per page, or run multiple campaigns in a sequential order.
  • Make sure you don’t flood your users with different surveys.

Presentation DELA

The second presentation of the evening was just as interesting as the first one. Chantal van Kruijsdijk from DELA walked us through her experiences with Usabilla Live. She shared with us not only why they initially chose for Usabilla, but also granted us insight into how she and her colleagues put Usabilla Live to use on a daily base.

In contrast to Spil Games, DELA has installed the Live Feedback button onto every page of their website. They gather valuable insights into different aspects of the site, such as bugs, suggestions, and compliments.

Together with this, DELA make use of campaigns to gather very specific feedback in certain areas of their website.

Tips from DELA

  • Watch for the placement of your button AND your slide-out survey. Make sure they don’t cover any important parts of your website
  • Don’t ask for feedback too aggressively. You might scare people off!
  • Do ask for feedback actively. People are much more inclined to give feedback if your ask for it in a personal message. For example, target only recurring visitors with a slide-out message.
  • Start small and ensure you can keep up with analyzing and following up all the feedback you get.
  • Beware of seasonal changes in the amount of feedback you get.
  • Make sure you have a good agenda in place before you start asking people for feedback. Don’t ask for feedback if you don’t know what to do with it.
  • Keep track of recurring negative feedback. This will help you build a strong business case for your team or manager.

What did we learn?

Besides our partners, who learned a lot during this first Usabilla Exchange, we also had quite a few of our own “aha” moments. Of course, we want to inspire you to get the best out of Usabilla Live as it is right now. At the same time, we strive to improve the tool continuously – to keep up not only with current, but also with the future needs of our clients.

At the end of the evening we invited our partners to make use of our very own “Feedback button” – and to share their own feedback on our product. The result: We got lots of new, exciting and interesting ideas. As well as ideas that we are actually planning to bring to fruition some time soon. Reassuring both us and our clients that Usabilla Live will remain both useful and relevant into the future.

The overall enthusiasm of the group however, was the greatest take away for us. Seeing how passionate and enthusiastic both current and potential clients are about our product was great to see. Understanding why they began, and continue using our products made us realize why we built Usabilla Live in the first place.

Let us know what you think

Do you think events like Usabilla Exchange provide valuable insights? Do you have other suggestions for us on how we can further improve Usabilla Live? Or do you want to join our next edition of Usabilla Exchange to share your experiences and learn how others build their online success using a strong customer voice? Then shoot us a line, or let us know your thoughts in the comments below.


Sabina is community manager, technical writer & UXer @ Usabilla. She is interested in Usability, User Experience, Design, and everything that makes the Web a better place. Follow Sabina on Twitter.

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