Case Study: New Product Features Inspired By Concrete User Feedback

3 min read
  • Usabilla Live makes getting, managing, categorizing and keeping track of user feedback easy and fun.

Onur Alp Soner, Developer at Countly

The company Countly

Industry: Online services
Using Usabilla Live Since: August 2012

Countly is a real-time, open source mobile analytics application. It collects data from mobile phones, and visualizes this information to analyse mobile application usage and end-user behaviour. With Countly, boring-looking analytics can be fun to learn, use and experience, without compromising great features. And it’s only the beginning of a series of innovation, productivity and new ideas in mobile analytics.

The Opportunity

Onur Alp Soner, developer at Countly, explains that “startups need to have an outstanding user interaction and interface design in order to get ahead of the competition. In order to do that everybody needs to iterate over their product design according to the feedback from their users.”

Being a design centric startup, the team behind Countly tries to make their tool and the metrics they show as attractive and as easy to understand as possible. That’s why getting feedback from their users is of utmost importance to them.

With Usabilla Live, Countly users can give feedback down to the last pixel.

While searching the Internet for a tool that could help them get visual feedback on their online demo, they came across Usabilla Live. The visual, but simple nature of Usabilla was enough to make Onur and his team curious. They integrated Usabilla to their dashboard right away, ready to get some useful feedback from their users to see if there is any single pixel in their dashboard that can be improved.

The Solution

Countly receives lots of feedback about different aspects of their dashboard. Besides positive feedback, which is always nice to hear, they are even more interested in negative aspects that point out the problematic areas. For example, up till now they have collected many browser/platform compatibility issues, such as broken graphs, misaligned numbers and text, or missing background gradients.

Countly gathered both feedback with quick fixes and general ideas how to further improve their service.

Countly has already taken action on feedback that had a concrete solution like a CSS or JavaScript fix. At the same time, they have also gathered a lot of feedback that got them thinking about improvements and additions to their visualization methods and the general usability of their dashboard. In other words, the Countly community has inspired Onur and his team to think about new features and ways to improve their actual product, not just the user interface.

Usabilla Live is much more than a plain user feedback tool; it connects you with your website visitors. Listen to their feelings and needs and optimize both your website and product to match the expectations of your users.

Before integrating Usabilla into the communication flow with their users, getting and organizing feedback was not an easy task for Countly. With Usabilla Live, getting, managing, categorizing and keeping track of user feedback has become easy and fun. They have even become so fond of the tool that they now recommend it to anyone, who has a web based product, to help them optimize their interfaces and the user experience.

Sabina Idler
Sabina was technical writer & UXer @Usabilla for 5 years before she started her own UX research and consultancy firm; UXkids. With UXkids, Sabina leverages her academic research expertise, know how in child development, and strategic vision to help companies build successful digital products for children. You can connect with Sabina on Linkedin or follow her on Twitter.