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Smile and Microsoft Smiles with You
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Start every day off with a smile and get it over with. W. C. Fields I often wonder what's going through the mind of someone using a piece of software I've worked on. Which parts do they like Which parts do they despise How can I find out more about their experience CEIP and WER give me the data to find out which features customers are using and whether the application is crashing or locking up, but I know that for every crashing bug, someone might run into at least a hundred other issues while using any software program. We want users to feel good about and enjoy the experience of using our products. Despite our best efforts during the design and development process, we know that users often feel frustrated while using our products. But what specifically about our products is frustrating and, conversely, what do users love about our products Emotional response is difficult to measure: Usability lab studies measure user performance on a set of tasks, but given their structured nature, these studies do not reliably reproduce the right context to elicit emotional responses from users. Surveys measure usage and satisfaction but rarely capture how users feel about our products. Site visits and focus groups produce retrospective accounts of users' experiences, but users are notoriously poor at recalling enough context to relate the details of those experiences. Emotional responses have always been a challenge to capture because of the difficulty of reproducing the exact context that triggered the reaction. As a result, traditionally little data has been collected in this area. One solution is to ship each software release with a set of electrodes and hardware to monitor pulse rate and a variety of chemical and electrical signals to gauge emotional reaction to using the software. Unfortunately, what I'd expect that we would find is that human emotion is difficult to measure (not to mention that most users probably wouldn't properly configure the measurement devices). An alternate method for collecting customer feedback is the Send a Smile program. Send a Smile is a simple tool that beta and other early-adoption customers can use to submit feedback about Microsoft products. After installing the client application, little smiley and frowny icons appear in the notification area, as shown in Figure 13-7. When users have a negative experience with the application that they want to share with Microsoft, they click the frowny icon. The tool captures a screen shot of the entire desktop, and users enter a text message to describe what they didn't like. The screen shot and comment are sent to a database where members of the product team can analyze them. Figure 13-7: Send a Smile smiley and frowny icons. External customers who have participated in Send a Smile studies have come to love the tool. They find great pleasure in clicking the frowny icon when something bothers them and are pleased with the
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fact that they have to do nothing more than click an icon, type a comment in the text area shown in Figure 13-8, click Send, and the feedback forwards to Microsoft. Participants in this program have a direct connection with the feedback program administrator and find out later how much of their feedback influenced a new or changed product design.
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Figure 13-8: Send a Smile user interface. The Send a Smile program is relatively new, and not all Microsoft groups are using it at this time. The system does have an enormous amount of potential for gathering customer input. It encourages customers to provide quick, spontaneous feedback at any time. Think about all of the times you have been frustrated with an application and couldn't do anything but groan about the problem or the times you were using a new piece of software and were a bit surprised how well it worked for you. Programs like Send a Smile provide users an opportunity to provide this feedback immediately.
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