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BUGHERD: Implementing a new workflow for photography retouching management

How can we improve the management of photography retouching requests?

Scope: 16 weeks

Categories: Conception and initiation, planning, execution, testing, performance and monitoring

Role: Product Manager

Goals: 1) Overcome excel sheets and emails and 2) make communication faster and easier

defining a procedure and onboarding for new teams that is longterm useable and adapatable

PROBLEM

What began as a quick way to manage the visual QA of images for the new website launch turned into a highly manual, time-consuming and unscalable process.

Hundreds of requests were handled by the photo studio and counterparts around the world, in Italy and New York. This is usually handled through emails and Excel files and phone calls for clarification.

Continuous feedback, information and input were received throughout the day from multiple sources, teams and related to multiple projects.

How might we better communicate with those who are working on imagery to keep up with changing priorities and information?


 

SOLUTION

A centralized and integrated system for collaborating and managing photo retouching request.

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THE SOLUTION

Bugherd is a interactive kan ban board and ticketing software that collects UX issues. Users can place pins on a website wherever there is a bug or fix, (in this case adapting it to Visual QA and imagery) needed and it will automatically save url, screenshots and browser information, with the ability to add comments, assign tasks, and include priorities.

 

1.         Enable internal collaboration

2.         Reduce costs (by freeing up resources)

3.         Streamline (by making process more efficient)

Analytics:

BUGHERD                                                      

dept style code offline       online again/fixed      delta (days)        price total loss of potential sales

tights        5641383GC859888 3/26/19    4/9/19       14     $190         $2.660

bracelet     551903J84000811   3/5/19       3/25/19    20     $430         $8.600

earrings    549298J16318029   1/15/19    1/23/19    8       $820         $6.560

                            average   14     $480         $5.940

                                     -74%        -51%        -90%

Reduced time to fix by over 50%. From 40 days to 15. 24 tickets compared to 77 issues using Excel.

 

 

MY (DESIGN) PROCESS

conduct custome reseaerch to discover pain points, assess status quo against known alternatives, weigh tradeoffs, get buy in across organziation then pilot, measure new results, gather feedback. finally rollout and wind down old way, stay mindful of traps and proactively plan for worst case. communicatea s a throughout.

pilot with few people and examples, se a threshold and metrics. define subpopulation who will use 9designers, opeartions? etc). define scope of pilot, what will they use this for? how long will the pilot run? can they use other tech with it?. rollout plan - move excel into bugherd.

1.         Identify the problem

2.         Research – potential solutions, new technology, use existing tools and methods

1.         Ideation

2.         Prototype

3.         Evaluate

4.          

5.         Define users

3.         Galvanize teams

4.         Test

5.         Implement and Pilot

6.         Define metrics with stakeholders

 

Challenges and failures:

1.    New excel

2.    Google sheets

3.    Jira!

Determine requirements and flow with team, project manager, development manager. But two months later was told cannot be done for various reasons.

4.    Finally bugherd

 

Getting creative and non technical team to adapt to new processes

timing, budget, adaptability, complexity. change management, why should they embrace this new technology and change their job, create concise compelling story based on anlysis, share this with leaders managers and employees, tailor to each.then the how, how you expecteach role to ineract and changes they will neeed to make. how can you reduc friction and encourage adoption. configure to organizational needs, downstream impacts, collaborate communicate with stsakeholders as relevant - api vs integration vs browser add on. then track metrics

THE PROBLEM IN DETAIL

# email    communication

20    

10    

15    

15 avg weekly phone call, additional phone calls to describe issues, screenshots, emails, excel, getting samples        

 

EMAIL/EXCEL                                               

dept style code offline       online again/fixed      delta (days)        price total loss of potential sales

earrings    469604I45538523    5/9/18       5/21/18    12     $720         $8.640

earrings    481698J85409066   5/11/17    7/20/17    70     $1.100      $77.000

necklace   476988J75438063   5/1/17       7/21/17    81     $1.100      $89.100

                            average   54     $973         $58.247

 

Average time spent on one week: 1.5 hour phone call, 5 hours updating sheets, 10 hours coordinating with retouchers  = 16.5 hours a week = $2,000 *56 = $112,000


 

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Challenges:

1.         For studio to change its behaviour. Explain

2.         To get everyone on board.

3.         Define a procedure and onboard new teams

 

1.         Also: (Timing, budget, adaptability, complexity, Issues with implementation of system: Guests and users, bugs, trails ending, adding extension, accessing accounts, notifications, getting people used to commenting and not emailing, browser extension issues)

 

 

IN THE BEGINNING:

New excel

Google doc

Jira

 

INTERVIEWS/RESEARCH

Firsthand experience knowing issues, coordinator at studio, retouchers, director of studio, production coordinators and sample trackers

 

 

THE USER

Mainly focused on those who work at the photo studio in Florence, Italy, including retouchers, production coordinators, and director of studio.

USER FLOW

Use JIRA

 

 

USABILITY TESTING

ISSUE 1 –

ISSUE 2 –

ISSUE 3 –

 

NEXT STEPS & LEARNINGS

Average time with bugherd: 1.5 hour phone call, 5 hours updating sheets = 6.5 hours a week 

new average time with bugherd: 0 hour phone call, 20 min updating tickets