How Lightspeed Development gathers great client feedback every time...

Users since the dawn of BugHerd time, this WordPress development agency avoids long-winded client feedback emails.

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Lightspeed Development

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BugHerd users since the beginning

Cape Town, South Africa based company Lightspeed Development, have been using BugHerd since the golden age of 2012, which makes them extremely early adopters. They've seen a lot of changes in our product over the years!

Leaders in the WordPress development sphere since 2007, Lightspeed sit firmly in the camp of "we don't know how we functioned without BugHerd" it's hard for the team to recall their process beforehand. If there even was one...

"The LightSpeed team cannot operate without the power of BugHerd to support their workflow. It is almost as important as GitHub... which is saying something!"

Ashley Shaw
CEO & Founder of Lightspeed Development

The Lightspeed process: Making feedback a breeze

Everyone in the company uses BugHerd in their daily workflow, from developers, designers, project managers, sysadmin, dev ops and the business owner.

However, it is in the weekly scheduled client review process of their WordPress site that BugHerd helps make client feedback collection and UAT a breeze.

On a weekly basis, once a project gets to the point where it is considered ready for a client review, the team prepares an email to send the client. This email highlights the review process and introduces them to the process of using BugHerd.

One email can act as a gentle nudge away from the tedious process of collecting client feedback in spreadsheets and long-winded communication.

From there the client can easily submit feedback in BugHerd, which a project manager at LightSpeed can review, validate and assign to the right team member.

The simplicity of the tool and the process allows all kinds of feedback to be gathered such as:

  • Bugs
  • Content changes
  • Translations

New feedback is tagged appropriately, so that groups of tasks can be easily viewed or search. Simple!

"BugHerd acts as a gentle nudge away from emails. Clients can be so used to sending reams of feedback this way."

Lightspeed Development utilise Slack and Github integrations to ensure that everyone across the board from initial comms to pushing changes live has a clear view of the process.

This type of remote, streamlined and instant communication is especially important to the company who are based in South Africa. Lightspeed achieve global reach and make the most of opportunities through open source work utilising these tools.

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The Problem: Keeping everyone on track

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.”

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!