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:
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