What to do when a software release doesn't go to plan!
This week the BBC released its new version of its extremely popular news application for mobile and tablet devices. Version 7.0 was publicised to have a new look and feel and improvement to content display and video optimisation. But since the update every review has been extremely critical and in summary has taken a massive step backwards:-
"needlessly ruined", "Dreadful update", "difficult to navigate", pointless redesign" are just some of the customer feedback listed on the IOS reviews for the application.
So how did the project and development team behind this new version get it so wrong and what should they be doing right now?
With every new version of an application, the project team needs to move the application forward with improved functionality, design and security. Part of this should have been a requirements capture at the very early stages of the project. This should establish the path, deliverables and at the end of the day, a success criteria
Were these steps followed? I'm not sure as based upon the feedback the new version is miles apart from customers expectations and even the functionality of the old version.
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So what should the team at the BBC do next? The 1st step would be to make sure that the team at the BBC are reading and analysing the feedback
Software development is about meeting the customers needs
It's good to learn from the good releases and the not so good ones!
This is where data plays a key role, it should have been used prior, during and after full deployment. I think the first protocol should be to analyze the data and assess the key performance metrics: are these better/worse/the same since the new update? If these haven't fallen off a cliff, I wonder if the feedback could be from a vocal minority. Though important not ignore these (they could be your most loyal users), it's equally important not to make a knee-jerk decision to roll back a release that's not warranted (it will also avoid needless morale decline of your developers who have no doubt worked tirelessly to get the new update over the line). Most drastic updates for App's in the past (Facebook, IG, Snapchat etc) have usually been met with harsh feedback, us humans hate sudden change! But soon enough, everyone seems to forget and gets used to the new design/ways of things. I'm sure for BBC news it's probably no different. On the topic of Facebook, IG, Snapchat, these App's are usually great with testing of new features on select groups prior to full releases. So I agree totally with your points on Alpha & Beta testing.