源之原味

为什么你应该有皮肤在工程游戏

 

Ryan Sherlock ,Product Engineer @ryan_sherlock

这篇文章来自 intercom.com。原始 url 是: https://blog.intercom.com/skin-engineering-game/

以下内容由机器翻译生成。如果您觉得可读性不好, 请阅读原文或 点击这里.

On my way to becoming a product engineer with Intercom I took an unusual diversion for a few years – I became a professional cyclist.

I would race along unknown roads in various countries with the constant knowledge that one false move could mean pain, injury and defeat. I learned to remain in a state of constant awareness of my surroundings, reacting to the terrain, weather, road conditions and competitors. I would instinctively react when I felt a rider’s elbow knocking me from the side, or when a pothole appeared just in front of me, adjusting my position to stay upright and avoid hitting the tarmac.

在这样的时刻, 每一个动作和每一个决定对结果都有直接的影响--你在游戏中确实有皮肤, 因为我膝盖、肘部和锁骨上的伤痕可以证明。

这就是工程师和客户之间可能发生的那种脱节。

恒定的焦点和恒定的反馈的状态是令人振奋的, 但它也几乎不可能复制在生活的其他领域。

下车鞍

因此, 当我决定挂了我的自行车鞋, 并返回到工程, 我正在寻找一个角色, 至少将部分继续在行动和后果之间的紧密联系。

然而, 这并不容易找到。大多数超过一定规模的公司都有专门的客户支持团队和产品经理-这些都让我们能够专注于手头的任务, 同时也使我们在一定程度上与客户隔绝。因此, 很容易失去你的工作感觉对客户有任何直接的影响, 无论是积极的或消极的。

这有点像是在公交车上的乘客与空调, 而不是骑在一个脆弱的自行车-在这两种情况下, 你是从 a 到 B, 但在一个你正在观察的景观从一个舒适的高度, 在其他你敏锐地意识到雨你的脸和你鼻孔里乡下的气息。

这就是在大公司的工程师和客户之间可能发生的那种脱节--当对客户的个人和职业责任感丧失时, 你就会感觉到离停机坪不远了。

This isn’t always the case, especially in an early stage startup where it is often “all hands on deck” and the engineers are the first customer support team, hustling to help their precious new customers. As the company grows and more customers onboard, more support is needed and a dedicated customer support team is put into place, both to free the engineers to carry out their product development and to provide a more controlled and consistent customer experience. You leave your bike at home and take the air-conditioned bus instead.

Intercom’s approach to product feedback

At Intercom, we understand the importance of getting on to the bike from time to time and nurturing that close connection to our customers. All employees are expected to regularly spend a day directly talking to our customers to help resolve their issues. These “customer days” give everyone the chance to see our customer issues at first hand.

I spent the next week iterating on a solution with constant feedback from our customer.

Another method we use to get a better feel for our impact on customers is our Github integration that allows us to quickly dig into real customer conversations when investigating issues or expanding our knowledge on a feature request. When we close an issue our customers are informed and we can easily see the feedback.

Personally though, I feel I get closest to the tarmac when I see a customer is having a complex issue and I reach out to them directly. Earlier this year I worked on group conversations. We had supported a version of group conversations for several years but it was limited. Our designers and Product Managers built out our feature roadmap and we iterated to our full release.

我们的客户给了我们很多很好的反馈, 大部分都是积极的。尽管如此, 我们的 bug 修复破坏了一个客户的工作流程。起初, 我们认为他们的工作流程是利用旧的不足, 但深入的谈话, 我们意识到这是一个微妙的问题, 没有简单的解决方案。我需要接近客户, 才能真正了解他们想要完成的任务。

与您的客户保持联系, 保持在游戏中有皮肤的感觉。

在接下来的一周里, 我用客户的不断反馈来迭代解决方案。他们知道我正在努力解锁他们的工作流程, 我知道他们在等我完成任务--这是激励、刺激和最终的回报。

投资结果

在我骑车的日子里, 我没有经历过, 感觉就像我有 "游戏中的皮肤"。这句话在金融界是推广的, 是描述有投资的快速方式, 因此对某一结果有利害关系。

但我在自行车生涯中学到, 当我经常冒着自己的风险, 这句话的意义远不止这些--冒险不一定是经济的, 而是个人的。投资是由你的时间和技能组成的;关键是你的自尊心

这种被投资于你的工作成果的感觉是很难想象的, 但是作为一个使用对讲机的工程师, 我可以迅速地把这些层削掉, 这样我就可以和我们的客户进行非常密切的接触, 因此我要亲自保证我所做的工作是他们所需要的影响。我得到的反馈, 让我觉得我有一个个人投资的结果, 我的行动。

保持与您的客户的联系是最可靠的方式保持在游戏中的皮肤的感觉。不要让自己过于隔绝;不要让自己失去靠近停机坪的感觉。

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