Answering to Customers
Answering feature and support requests consumes a significant portion of my time, but I've found that one simple rule of thumb has been priceless when crafting responses.
Comments: 19 (view/add your own)Answering feature and support requests consumes a significant portion of my time, but I've found that one simple rule of thumb has been priceless when crafting responses.
Comments: 19 (view/add your own)We put significant amounts of thought into many of Sifter's features. One of my favorite features to build and use happens to also be one of the most invisible features, and it provides a great example of how design is sometimes about the things you can't see.
Comments: 8 (view/add your own)With the Next Update blog up and running, I've been having some dilemmas about what to post where. I wanted to make a quick post to make sure everyone's following the right feeds.
I wanted to have an open-ended chat with anyone that's interested in the issue Tracker. We'll be talking about the status, progress, features, ideas, and anything else that comes to mind.
Having a clear vision and purpose for your application might seem like just a nice-to-have, but in reality, it's that vision and purpose that determines decisions at every crossroad. Any lack of clarity and strength of purpose will show through in the resulting application.
Comments: 8 (view/add your own)If there's anything I've learned about designing web applications in recent years, it's the fact that things change over the course of a project. Learning to embrace that fact and direct it towards a productive evolutionary process has made a significant impact on my work.
Comments: 12 (view/add your own)I always wanted to return to the world of self-employment, and in 2008 I'll be doing just that. I'm leaving behind steady paychecks and consistent work to follow my heart and focus on ideas that I'm passionate about. Here's to hoping it works.
Comments: 27 (view/add your own)One of my favorite topics is the influence of business decisions on interface design. It's an unfortunate truth that the underlying business structure and decisions will invariably affect the interface. It's important to recognize this fact and work to improve both simultaneously.
Comments: 5 (view/add your own)One of the key requirements for creating any kind of issue tracker is making it easy to get data into the system. While the browser is the primary interface, I felt email also had to be a first class citizen for issue submission.
Comments: 6 (view/add your own)Conferences are invariably a good time, and Webmaster Jam Session is no exception. This year was a little more fun for me because I was able to share real examples from the issue tracker design process as well as capture some pictures for posterity.
Comments: 17 (view/add your own)I’ve received several encouraging e-mails about Tracker, but they've all come with questions as well. After some thought, I decided to start sharing regular status updates to address the questions and keep any interested parties in the loop.
It's not uncommon to spend so much time on the big picture that we overlook the details. While I'm far from a typographical expert, my growing interest in typography has really helped draw my attention into more subtle details that add up to make a difference.
It's panel picking time, and Garrett Murray and I are hoping we can offer some insight into our design decisions for Simplelog and the issue tracker for SXSWi 2008.
We've taken a look at the concepts behind the issue life-cycle and workflow, and next we're going to see how the dashboard is playing out so far. For me, the dashboard is about quickly assessing the state of projects, and diving right in to managing them.
I've seen countless elaborate ways to link related or duplicate issues. While most of them get the job done, it's generally way more confusing than it needs to be. I considered a lot of different solutions, but in the end, there was one that stood out.
For my issue tracker, I've wanted a more natural process for updating issues. I decided that all activity would have to go through the comment form associated with each issue. This way any change in status, priority, category, or assignee could quickly and easily be associated with a comment.
Last time, I went into my vision of a simpler bug and issue tracking life-cycle. This time, I want to focus on one of the manifestations of a simpler process—the status bar.
It's been quiet around here, but things are about to pick back up. I've been spending all of my free time designing and developing an issue tracker that I'll be releasing as open source early next year. Until then, I'll be exposing and sharing the design and development process.