Tech – Steve Novoselac's Blog

UserVoice: Using A Customer Service Tool To Democratize Technical Debt

Not sure if you anyone has heard of or used “UserVoice” – It is a site that allows you to create “forums” for your products and then submit ideas, give users votes and they can vote them up, and an admin can say things are started, merge ideas, or mark when the idea has been completed (and the votes go back to the users).

UserVoice is (sorta) along the same lines as GetSatisfaction (another cool customer service 2.0 app). Pretty cool tools. If I was in a customer service role, especially with any type of user based or public product, I would be running these tools to gather ideas and feedback from my users.

I am in a technical role, so what I decided to do was “democratize” the development area of our product one of my teams is working on. We have a ton of technical debt (as do most teams, it is just a matter of what level of debt you have) – but what should we work on next from a technical perspective?

In comes UserVoice. Let’s throw out ideas on UserVoice, give everyone 50 votes, and the ideas that bubble to the top will become our next set of things to work on. One “idea” may become several “user stories” (we are agile). Our goal is to have 20-25% of our stories focused in on paying down our technical debt. If we didn’t, the debt would never get down to a low enough point to where we are very comfortable.

What is cool is that it really shows what the team wants to focus on next. People can have others vote up their ideas, etc. Also, getting the votes back at the completion of an idea is key. As you can imagine, our forum is private. The one cool thing about UserVoice is you can create multiple forums, with different ranges of settings, so you could also have a public forum, or a different private forum for a select group of users, etc.

One thing I wish I could do is maybe give different # of votes to different users. Integration out of the box with TFS or other systems would be nice too, I haven’t looked to much into that though.

If you have a team that ranges from medium to large, I would suggest checking out UserVoice to get the ideas and opinions of the members out on the table regarding your technical debt. You may be surprised as to what gets voted to the top!

I have been looking through some of my Google Analytics logs, and I really find it funny. The top 3 posts on my blog really don’t have anything to do with stuff I am really into, but they are more things that I did in my spare time and blogged about.

1) Linux on my Ps3
2) iSight Camera Drivers on Macbook/Parallels
3) Ruby on Rails and MySQL on Vista

So yeah, I don’t really do any of that stuff “full time”. Even looking back over my blog posts, and seeing how things have changed since 2004. Talking about ASP development, SQL 2000, ASP.NET, C#/VB.NET, C++, BI, Other tech stuff. Fun stuff.

Now that I am doing Business Intelligence full time, but in more of a manager role than a “doing” role, I usually don’t fall into crazy development debacles or solutions that require a “blog” to explain, or a “blog” to save the next sorry sucker who comes across the setup or crazy steps I had to take to get something to work.

That, coupled with Twitter, and Facebook, and Yammer, and whatever else, blogging takes a back seat. But I still think there is a good time and place for blogging. You make it what you make it. You can use it as log to look back on (I do, I search on stuff I blogged all the time, instead of having to remember it), or just a good way to keep people up on what you are doing, in more than 140 characters.

Where do things go from here? I am sure there tons of things coming down the pipeline that I will be blogging about. SQL 2008, Sharepoint, Excel Services, More BI stuff (SSIS, SSRS, SSAS), Cloud Computing, iPhone, Mobile, Gaming, just good old plain geekery. And don’t forget lil Ella, and music and much more.

I have mentioned before that my blogging has also changed dramatically since I started using Mac’s full time at home. It makes it tough to get a “full solution” into a blog post. I have tried with VM’s but I just get too distracted 🙂

I have found that I get more though, out of reading and just consuming as much info as I can. Books, eBooks, Blogs through Google Reader, Twitter, etc. Still subscribing to 250-300 blogs, the cream of the crop, and I add more every day, mostly BI blogs these days. Unsub’d from most of the .NET Dev blogs since I Just am not into that as much any more. Things like that. I’d rather learn more than just regurgitate or create some kind of “echo chamber” here.

Blogging in 2009 is much different than 2008, or 2004, or whenever, and I am sure it will evolve. It should be fun! and I hope to embrace the changes that will come in the upcoming years.