DIGITAL MARKETING AND RESEARCH SERVICES LDS.ORG FEEDBACK UPDATE 2015 Overview and Highlights
Improving User Feedback on LDS.org - 2015
Aug 18, 2015
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DIGITAL MARKETING AND RESEARCH SERVICES
LDS.ORG FEEDBACK UPDATE 2015Overview and Highlights
James ValentineManager, Conversion Rate Optimization
A/B and MVT Testing Recommendations
Personalization tools LeanUX methodology
Voice-of-Customer (Feedback)
Digital Marketing and Research Services Group
Background
New Form and Features
Roadmap
Accessible via the global footer.
Allegiance
Response Team
Product Management
User
OBSERVATIONS
Manual process to deliver and derive insight from feedback.
User had task to map feedback to relevant department.
User given a carte blanche without much guidance.
Background
New Form and Features
Roadmap
Improve data collected.GOALS
Create integration with Analytics.
Prepare for future enhancements.
Improve user experience.
User Allegiance Response Team
AnalyticsProduct
Management
Background
New Form and Features
Roadmap
CASE MANAGEMENT
VOICE
Updated Global Form
Analytics Beta
Case Management Beta
Case Management Design/Onboarding
Case Management Mobile App
Feedback Dashboarding/Alerts
Q2 Q3 Q4
Global Form 1.2 (REST API)
Expanded languages
Hosted Form Design
2016…
Retire Voice
THANK YOU
James Valentine
R—— M————
Questions about data collection/program design
Feedback response and reporting
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