“Usability is like love. You have to care, you have to listen, and you have to be willing to change.
- Jeffrey Zeldman
In order to optimize and continue improving our docs experience, we launched a continuous docs research effort. Before doing anything, we collected survey best practices and created a database of question types and their pros and cons. If you want to learn more about this, check out the previous act in this series called “The Art of Surveys: The Collective Survey Best Practices.”
In this blog post, we share how we applied survey best practices to our…
“Supposing is good, but finding out is better.”
- Mark Twain
Early this year, we knew we needed a way to holistically evaluate the satisfaction and health of our docs. To our surprise, no one in industry has quite figured out the magic KPI for this yet.
Our first instinct was to talk to our users. We wanted to know just how users are feeling about our docs. Are they effectively problem solving their issues with docs? Are they effectively learning new concepts? Are they happy or disgruntled after their visit?
That’s what led us into the deep and thorough…