Advocacy
User Advocacy Mission
The User Advocacy Team represents the best interests of our users. It is the ultimate goal of User Advocacy to ensure that we as an organization do not fail our users. As a team, User Advocacy will become the conduit for the true voice of the user to ensure that they are heard at all levels of the organization. User Advocacy distills information gained through user feedback. User Advocacy will translate, articulate, and quantify these insights and disseminate them appropriately throughout the organization.
While User Advocacy is a stakeholder and ultimately influences all aspects of the Product Roadmap, User Advocacy owns the recoverability vertical. Through this vehicle we ensure that our users are always able to return to a fully functional and familiar product no matter what issues they may encounter in their journey.
User Advocacy distills information gained through feedback from our users. User Advocacy strives to turn New into Known. Other groups such as User Support and our Product partners are able to take action based on these insights.
Responsibilities
UA works proactively to ensure that our users have amazing products that work:
- UA monitors prerelease versions of our products through various data sources (forum, kb/traffic, input, social media) to distill key user insights to identify top product-related user issues.
- UA files a bug if one is not already filed
- UA performs research to diagnose the root cause of the issue
- UA makes recommendations to product teams based on user feedback to shape the future state of our products.
- UA is involved early in the development cycle to provide the "Voice of the user" for product changes and new features
UA works reactively to identify issues quickly and to prevent us from failing our users:
- UA monitors release versions of our products through various data sources (forum, kb/traffic, input, social media) to distill key user insights to identify top product-related user issues. Often UA is the first to spot emerging issues.
- UA files a bug if one is not already filed
- UA performs research to diagnose the root cause of the issue
- UA provides this information to our partners in product to bring the issue to resolution quickly
- UA works to provide acceptable workarounds for the issue
- UA delivers accurate technical information to US so that US can help individual users
- Once a new issue becomes a Known Issue, US takes over end user interactions
UA looks at the larger product picture to identify key areas of improvement:
- UA owns the Input product that solicits prompted and unprompted feedback from users of our products
- UA monitors trends over time
- UA tracks issues that have been longstanding pain points, but not severe issues
- UA articulates this information in an easily consumable format to drive change in the product for these broader issues
- UA is delicate and diplomatic in this approach, yet tenacious in our goal of representing our users