KORU@Facebook Challenge

Adam Wiener Derrick LyHilary Maloney Rose Hidalgo

Team Post

Research

Problem Statement

Goals

Solution

● Social Media websites● Retail Websites● Facebook platforms● Likes and Dislikes

Competitive Analysis

I don’t really know if I’ve

encountered a bug

Feedback is important

“Report a Problem” is hard for users to

find

My report won’t make a

difference

Effort

Reward

Savvy

Engagement

EngagementFacebook’s Product Development team can increase the quality and volume of bug reports by solving any of the following attitude disparities between users and developers: reward, effort and savvy.

Bridging the gap○ Two-way conversation

and core values○ Personal connection

fosters bettercommunication

○ Better relationship,better reports.

Reward

Facebook core values & reward○ Social value Continue the conversation

○ Move fast Respond immediately

○ Be open Transparent and grateful

Improved Support Inbox● Live word frequency/phrase analysis for incoming

bug reports● Generate automated response

○ Relevant information○ Human connection

Android beta channel analysis● Start with users

○ Language and location: Asia/Americas/Middle East● What are they saying?

○ Word frequency and word pairing○ High signals

■ Can’t post, can’t upload photo/video, can’t send message

● Read through a subset (100/500)

Android beta channel conclusions

● Users don’t write good reports (50%)● Language barrier (60%+)● Better way to steer feedback to proper forum

TOOSHORT

胡言乱語

NOT ABUG