How Nissan supercharged their web feedback and communication process
BugHerd helped radically reduce legacy forms of communication and bring processes into the present...
Get to know
Nissan
Customer since
2019
No. of BugHerd projects
2 major projects
No. of bugs created
700+
No. of team members (+guests) using BugHerd
10+
Customer since
2019
No. of BugHerd projects
2 major projects
No. of bugs created
700+
No. of team members (+guests) using BugHerd
10+
The Problem: A communication process stuck in first-gear
Globally recognised car brand Nissan Australia, utilise a leading web agency in conjunction with their internal Digital Marketing team for updates and creation of their many online assets.
The highly trafficked website requires regular and timely content. However, the communication funnel of updates, bugs and queries between the parties was cumbersome, slow and out of date.
The comms consisted of a combination of email trails, Jira tickets, WIP documents (in google and word formats), phone calls and far, far too much time.
Very occasionally, the conversation would devolve into screenshots of the website edited or scribbled upon in... Microsoft Paint.
It was time to streamline the process and bring it into present day...
"The 'automagical' screenshot functionality in BugHerd removes ambiguity and time to explain issues. Lifesaving."
Ross Dougall National Manager of Customer Experience at Nissan Australia
How Nissan Australia uses BugHerd: Communication speed from zero to 100
BugHerd has become the main mode of communication between Nissan's Digital Marketing team and the authoring team at the agency.
Used for anything related to Nissan.com.au, they initially started using BugHerd to document user testing throughout the re-platform and redesign of the site. The product integrated seamlessly in as a way of eliminating emails.
Various business units take advantage of the streamlined process by requesting website changes that can be funnelled, tagged and tracked without having to clarify details. Daily updates on ticket progress give the right people a high-level view of the interactions between the team and the agency, and gives users relevant status info regarding their particular change request.
The time taken to report and fix issues has gone from days to minutes. A fact everyone in the Marketing Team can appreciate as a saviour to both communication headaches and the bottom line!
New members of the team ask about the process for requesting site changes. I can visually show them in about 0.5 seconds."
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Studio Moso is a digital agency based in Melbourne, Australia with a clientele that ranges from large scale banks to local glass manufacturers. The agency provides digital web services, including user experience, web design & development and UX design.
While managing projects involving external and internal stakeholders the team at Studio Moso needed to find a website feedback solution that provided an infrastructure to not only support their internal feedback needs, but that could also loop in external stakeholders.
Ultimately the product selection needed to minimize the number of email and document exchanges, thus save precious team member time and in turn reduce project budgets.
"The team at Studio Moso needed to find a feedback solution that not only supported their internal feedback needs, but could also loop in external stakeholders."
How Studio Moso uses BugHerd
Every staff member at Studio Moso uses BugHerd on an almost daily basis. In fact, the Studio Moso team is one of the earliest adopters of BugHerd (2012). Today they are using the tool as a part of their studio feedback infrastructure.
“We use a combination of software in our studio when managing projects: Bugherd (of course), Trello, Slack, Jira & Team Gantt all play an important role in our studio infrastructure.”
Karlie Senior Account Manager
Studio Moso mainly uses BugHerd with new clients, before launching the final website, feature or campaign. They do occasionally use the tool on a live site to mark up changes as required.
How Studio Moso uses BugHerd
After finishing the internal QA process of the new site, the Studio Moso team provides client access to BugHerd. The clients mainly use Chrome capture screenshots to pin issues and feedback, creating tasks for the team to action.
With the help of the upload documentation function, the feedback loop can get started and bingo! The tasks are sent back to the QA manager at the studio.
Once all the tasks have been collected from the client, the studio account manager will jump in and validate the tasks by replicating them. Once completed, the content of the tasks will be modified for the developer or the account manager to take over the ticket to be resolved.
Once the requested tasks have been completed, the tasks gets dragged and dropped to the DONE column on the Kanban board. In the tasks final review stage, the client gets the tasks assigned to them for one final review for them to be closed off.
The whole process usually takes under 2 weeks, for multiple rounds of feedback and communication. Imagine doing that all over email… shudder.
"BugHerd is a software we write into all our proposals and our clients love it just as much (sometimes more) than we do."
What Studio Moso loves about BugHerd
It’s really hard for us to remember a time prior to BugHerd! We have on a few occasions not provided a client with BH access and it’s been a slew of documents + emails with changes - enough to know that it’s saving us time (and money) by providing client access to it!
