Voice of Customer Initiative at Backcountry.com
In my current role at Backcountry, I created and now lead the Voice of Customer Initiative for all Backcountry sites.
There are many parts of VOC including:
・Setting up a UX lab for user testing
・Training the UX team on user testing best practices
・Managing a Feedback Tab and other on-site surveys to filter customer feedback
・Generating user testing lists of Backcountry customers
・Writing and managing customer surveys
・Creating findings presentations for the UX team to showcase their testing learnings
・Presenting research and findings with different teams to make sure our learnings are transparent and can be acted on
・Host Mouseflow (our session feedback recording partner) Viewing Parties where members of all different teams watch customer videos together to find pain points and share ideas on how we can create a more seamless customer experience on site
・Tech Newsletter (example below): The Tech Newsletter was the product's way to bring clarity to Executive Leaders of what the Product and Engineering teams have been working on. Tech Newsletters were sent out monthly as a way to let the company know what they could expect to see on site
Since the lab has been created, the UX team now preforms 15-20 tests per month.
SURVEY EXAMPLES
Sign up for User Testing
Newsletter Example
Backcountry Newsletter
On-Site Feedback Tab
Backcountry.com Feedback Tab (on-site survey)
