How it works?
In April 2020, the Okko Agents project was launched under the leadership of Darya Yurasova, Director of Service and Customer Experience. This is a user community whose goal is to make the service better by involving existing Okko users in testing the product.
The community helps to find usability issues and technical flaws in the platform. For this, there are 2 areas of testing - usability and technical.
Okko agents test the service in various formats: online polls, remote unmoderated tests, individual interviews, and others.
How do users become Agents?
Okko users receive an invitation to the community with a link to the profile. The selection takes into account all user data, from product experience to demographic parameters. This information is used to form the optimal sample for each study.
Selected users are added to the community, where they share their experience, chat and ask questions about the service. Participants receive invitations to research by mail or using the group channels in Telegram and WhatsApp.
What is the advantage of the community for Okko?
Okko team adheres to the principle: a small test is better than a blind release. Blind releases in companies are most often caused by tight deadlines or lack of budget. Community of Agents allows the product team to test hypotheses in a matter of hours. For example, testing of a new version of the player was carried out 4 hours after the product was submitted to the UX lab. During this time, the preparation of the script, layout of the online questionnaire, distribution of the task to users, filling out the questionnaires and preparing the report with recommendations were carried out.
Player screen on iOS before and after making changes based on the results of testing with users.
In addition, the credibility of the quality of the recruiting of third-party respondents is often quite low. When existing Okko users are involved in testing, researchers can check their real data and make sure that the participant fits the requirements of a specific task.
What happens to the feedback from the Agents?
Problems discovered during user testing are discussed with the product team, criticality is recorded - the impact of the identified problem on the user experience. For each task, a specialist responsible for its solution and the timing of its implementation are determined.
Further, the layouts, finalized on the basis of user feedback, are given to development and go through all subsequent stages of testing: technical and split testing. This multi-step approach provides the necessary set of qualitative and quantitative data for product team decision making.
If you test only on your own users, especially loyal ones, won't the results be distorted?
To get feedback from users with different experiences, tests are conducted both with our own database and with external users who do not use Okko.
What's next?
At the moment, the community has over 1000 members and it is planned to attract even more users. The product team still has many tasks to improve the customer experience at Okko, and for this, regular feedback from service customers is very important.
Daria Yurasova, Director of Service and Customer Experience:
“We thank our users who have agreed to become a part of the Okko Agents community and help us to become better. For our part, we promise to make every effort to create the best online cinema. "