A sample metrics and user feedback report. The content isn't real, but the type of information presented is very much like the reports I've been producing each month for 5 years. The reports are sent all over the company to help spread knowledge of customer top issues, and they are also used by writers to improve content for users.
View PDF
View PDF
This is an example of my technical writing work related to metrics and feedback. As the manager of our metrics and feedback resources, I was responsible for coaching and training the teams of writers and editors on how to use the digital analytics resources such as Google Analytics.
View PDF
View PDF
This is a sample of the template that I developed for technical writers to fill out every month. It instructs them how to collect the data for the content that they write from the UMF report that I wrote and from analytics dashboards that I set up, and prompts them to take action to make changes to improve the content based on the data.
View PDF
View PDF
This is a sample of the type of research I do when changes are needed to the app or site that we produced. This sample outlines what competitors and/or similar sites do to collect user feedback and suggests how to change our user feedback mechanism to get better data and better serve the customers' expectations.
View PDF
View PDF
gLike
User Metrics and Feedback
These are samples of work I completed to advance our department's ability to respond to user needs. Because of confidentiality concerns, I've only included information that is no longer competitively relevant to BlackBerry, or, I have replaced real data with invented data to protect privacy and confidentiality.
