Easier Way to Manage Feedback

jonas@trackduck.com'
Jonas Bucinskas 2 months ago

Nolte is a creative agency headquartered in NYC committed to delivering quality software to their end clients. The company strives to empower the world’s most forward-thinking companies to realize their goals through superior technology, service, and support.

Since its founding in 2006, Nolte has created many successful digital products for both premium brands and early startups. To do this, Nolte relies on the bulletproof product design process that Nolte COO Adam Fenton shared with us.

Early product development stage

As Adam explains, the product process at Nolte is generally split into two phases – UX and UI. “In the UX phase, our designer will use Sketch to wireframe the client’s requirements, and then use InVision to share an interactive version with them.”

“Once approved for development, our project manager will produce user stories in Confluence and JIRA and work with the developers to estimate them. “

nolte wireframes

At this stage the designs will lack detail, but project managers at Nolte need to have an overview of the project timeline as early as possible. Throughout the project, the PM will work with the client to firm up the stories—updating Confluence and eventually JIRA as they do so, and work with the developers to adjust estimates if necessary.

Once the development process starts rolling, the user acceptance rounds start too. “Each week we share the work with the client, and this is where we use TrackDuck to gather feedback. As our clients are reviewing the site, they enter bugs or changes in TrackDuck.”

Nolte invision prototypes

Moving away from spreadsheets

Before using TrackDuck, the team relied on spreadsheets and email to communicate visual website issues. Unfortunately, it wasn’t very fast—or reliable.

“With a spreadsheet, you have to manually go in there and copy the thing into JIRA, and go back to copy the comment back if you have questions for the client,” Adam said. “Also, you have to come back and update the status when the issues are closed. It’s a very manual process and you rely on someone, normally PM, having to check that spreadsheet and to remember to update it from JIRA. It’s a pretty messy process.”

Email wasn’t much better: “Using email to chat about this kind of stuff is messy and it’s really hard to follow what’s going on in a massive email chain.”

Nolte TrackDuck comment

With TrackDuck, the Nolte team was able to bring order to the feedback process. Because the tool is simple to use—a single button with clear functionality—incorporating it into their workflow didn’t add any complexity. “It’s also good for developers because it automatically provides all the information they might ask, like browser version, operating system, and screen size. With TrackDuck, the developers have that information so it saves a lot of time.”

JIRA integration

The team uses JIRA to manage everything related to the project. “The main advantage of TrackDuck for us is that it saves our project managers from manually processing feedback from the client and adding it to JIRA.”

Project managers love it since they do not need to go back and forth between JIRA, emails, or spreadsheets. Also, issues that go into JIRA have all the information the team might need to fix it. The issue description, screenshot and all the technical details are attached automatically.

All tasks and comments in TrackDuck are synchronized in real-time. “The 2-way integration means we can add comments in JIRA, which are sent to the client and they can use TrackDuck to reply back to us,” Adam explained.

Having a tool that automatically synchronizes everything also reduced the load for both developers and project managers. They no longer had to worry about missed issues or updates, and project managers were given the space and time to focus on more important things.

One other advantage is the Nolte team does not need to create JIRA users for clients, and they don’t need to be on-boarded in JIRA. “That’s a bit easier for them to manage because they are only seeing issues that relate to them. It’s less overwhelming then giving them access to JIRA,” Adam said.

Results

“We can say roughly we save an hour per week per project on average by removing this manual process. So if we have say 8 projects running simultaneously, then that’s a saving of 8 hours per week, which is some 400 hours per year. This doesn’t take into account the customer experience gains,” Adam said.

Companies who work with Nolte like this process too, he added. “Generally I think the clients like it and they use it. I think some clients are still a bit too attached to emails or spreadsheets and still use them but in general the response has been good. The clients are happy to use TrackDuck; after all it’s pretty great tool.”

jonas@trackduck.com'

Jonas Bucinskas

Project Manager at TrackDuck. Passionate about all things digital.

Get feedback and collaborate right on websites and images in real time

TrackDuck is a visual bug-tracking tool for web projects saving up to 80% of time spent on remote communication. It integrates with JIRA, Trello, Asana, Slack and all other major project management tools.