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Start a Beta Program (With Nothing to Test)

[fa icon="calendar'] Mar 22, 2016 8:30:00 AM / by Molly Wolfberg posted in Usability Testing, Customer Happiness, Beta Testing

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When I started at my new job a year and a half ago, one of the first things I did was start a beta program. This seems relatively normal for a user researcher, except for one little thing: we didn’t have the ability to turn on beta features in our product.

You heard me. I started a beta program, with nothing to beta test. For almost a year.

At first, this seemed a bit backwards. Why have a big group of engaged, super users when you can’t even give them new things to test? There are a few reasons I did this, and it ended up being hugely successful.

 

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Using Customer Happiness Surveys to Make Customers Happier (And Get Some Good Data)

[fa icon="calendar'] Apr 17, 2014 6:00:00 AM / by Molly Wolfberg posted in Usability Testing, ux, Customer Happiness, Surveys

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At HubSpot, we are often gathering feedback from our customers. We give users opportunities to provide it while in the actual software, as well as quarterly customer happiness surveys. Once collected, this data is readily available for the entire company, and I was on a mission to use it.

Have you ever filled out a survey and felt like no one was really looking at the results? This is pretty common when happiness surveys are sent out via email to a large customer base for any website, software or store. This is no different at HubSpot - some customers assume it’s sent out and collected by a third party with no real pull. While this is not the case (we have an employee dedicated to analyzing these surveys), there is no real follow-up with the customers after they provide these thoughts. That’s where the user research team comes in.

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