Paul Hagan (UK)

portrait of Paul Hagan

Paul’s a front-end web developer who’s recently moved into web & iOS app design, with experience across the private and public sectors. He’s also a dad, an aspiring instrument maker, and a retired (failed) pop star.

Zero Stars and Angry: a Case Study in Handling Negative Feedback

video thumbnail watch video of Paul’s breakout presentation →

At the University of Liverpool we recently launched a web and mobile app that gives students access to their timetables. If you saw the App Store feedback we got, you might think it was the worst app ever—all caused by a single bug and some angry customers. This is the story of what happened when we launched an app that, statistically at least, was a runaway success—but because of negative feedback, looked like a disaster to the outside world. Here’s the problem: a reputation for having a poor product, even if that reputation is based on incorrect assumptions, can outweigh real-life evidence to the contrary.

In this presentation I’ll share what we learnt about the user feedback process. How can we avoid the negative comments and zero-star ratings that have plagued us since launch? And how do we plan to repair the damaged public image of our much-maligned little app? Learn how to:

  • Manage conversations with your users.
  • Plan for failure and worst case scenarios.
  • Repair a damaged reputation, even if the worst happens.

Who’s behind this?

At Together London we organise events to help you change your organisation. We’re here to make Dare Conference a safe space where everyone is treated with respect. Reach us at info@dareconf.com or Together London.

Jonathan Kahn

Jonathan Kahn

organiser
@lucidplot
David Caines

David Caines

branding and illustration
@salon16
Rhiannan Walton

Rhiannan Walton

co-organiser
@RhiannanW
Daniel Howells

Daniel Howells

digital design
@howells
Sara Wachter-Boettcher

Sara Wachter-Boettcher

content strategy
@sara_ann_marie