The Event Espresso Event Manager’s Guide To Gathering User Feedback On Unknown Issues

Technical glitches are part and parcel of running a website. Your event registration and ticketing website are also bound to run into a few issues here and there that could potentially limit its usability.

This can be especially daunting if you’re selling, say, early-bird tickets for a limited period and your registration form stops working. Prospective attendees wouldn’t be able to purchase tickets from you and you would miss out on sales.

When done right, user feedback plays an integral role in identifying and diagnosing issues with your event registration website. By doing so, you’re able to accurately track down the root cause of the problem and take appropriate measures to fix it.

In this article, we’ll share an effective framework that you can follow to get user feedback and uncover things that aren’t working on your site.

Before You Begin

Whenever a user reports an issue with your website, you don’t want to put it off for later. Instead, begin analyzing it right away.

Start off by determining if this is the first report of its kind (a one-off issue) or if you’ve received similar reports in the past (a recurring problem). If this is the first report you have regarding that particular issue, make a note of the issue, the page it occurred on, and the date. On the other hand, if you’ve received multiple reports of the same issue, you should take appropriate measures to fix it without any further delay.

Specifically, here’s what you should do:

One-Off Issues

Try to replicate the issue yourself in order to diagnose it. Let’s say that the user wasn’t able to pay through their credit card after they registered for your event. You would need to retrace their steps and try purchasing a ticket by making a credit card payment.

Sometimes one-off issues are actually part of a bigger problem. Consider keeping a log of these one-off issues so you can record when the issue happened, what was reported, and what you were able to discover. Customers may provide different pieces of information that sound like separate issues, but when taken together help clarify the root of the issue.

Recurring Issues

Gather as much information as you can in order to fix the problem. You can do this by asking the user for more information and compiling the information you’ve received from previous reports. Try to find out the who, what, and when of the problem in as much detail as you can. For instance, you could ask something like “What steps did you take before it stopped working?”

How to Gather User Feedback On Unknown Issues

As an event manager, you need to take steps to make sure you:

  • Understand what issues users face when they perform some action on your site e.g. purchasing an event ticket or filling out a form.
  • Encourage users to report any issues they experience with your event site.
  • Report issues to your team of developers and work towards fixing them.

Step #1: Check for Browser Conflicts

Trying to solve a problem with your event registration site without proper context is pretty difficult. Without some sort of tangible information, you’d be going round in circles. For this reason, it’s a good idea to start with one of the most common causes of website-related issues: the user’s web browser.

A lot of the time people have trouble accessing certain features of websites due to a web browser limitation on their end. Here are some common browser-related errors that could affect how a user interacts with your event registration website:

  • The browser cache is corrupted.
  • Browser’s add-ons are blocking JavaScript or iframe functions.
  • JavaScript is disabled.

Once the user gives you more information about their web browser, you should try to get some information about the user’s journey i.e. what were they doing when the problem occurred.

Step #2: Find Out What Went Wrong (And How)

Sometimes, retracing the exact steps the user took on your site when they ran into the problem will help you and your developers determine what went wrong. To do this, you’ll first have to ask the user a series of questions to help them recall the steps they took on your website.

Here are some questions you might consider asking the user:

  • How did you reach the event registration form?
  • What steps did you take right before the problem popped up?
  • What page did you encounter the problem on?
  • Was there anything else on the page that seemed out of the ordinary?

Having predefined questions that cover all of the most common possibilities will help you establish the exact path the user took when the problem occurred.

Pro tip: Ask the user if they can share a screenshot of the screen they’re seeing or if you can shadow them. Your developers would be in a better position to understand what went wrong if they could see it for themselves.

Step #3: Share the Bug Report With Your Developers

Once you’ve gathered this information, see if you have a better idea of what’s causing the issue. Next, share the user’s report and your findings with your team of developers to begin diagnosing and fixing the problem.

If your developers aren’t available or the issue you’re facing is too specific, consider hiring a hand-picked Event Espresso and WordPress expert to help you fix the problem and keep your site running smoothly.

Step #4: Incentivize Users to Report Issues

One of the best ways to encourage users to report the issues they face with your event registration website is by establishing a platform they can use to reach out to you. For example, you could have a Bug Reports section on your site that:

  • Tells you what you need to do when a user reports a problem with your site.
  • Establishes a common ground for collaboration between the user, the event manager, and the developers.
  • Is specific and reports submitted issues to the event manager.
  • Contains a bug report form that allows users to enter a description, share browser information, and upload screenshots.

Make sure that your collaboration platform (or page) is easily accessible to your site’s visitors. You might consider linking to it from your site’s footer. What’s more is that you can incentivize users to report any issues they run into by rewarding them with special discounts, extra tickets, or upgraded event passes.

With a platform like this, you’ll be able to tackle issues early on, let prospective attendees know that you appreciate their feedback, and focus on delivering good attendee registration experience.

Wrapping Up

Gathering user feedback on unknown issues will help you deliver a better attendee registration experience.

Let’s quickly recap the steps you need to take after you’ve determined if it was a one-time issue or a recurring problem:

  1. See if there’s a conflict between the user’s web browser and your registration page.
  2. Ask the user some questions to find out what path they took when the problem occurred.
  3. Share the report with your team of developers to diagnose and fix the problem.
  4. Encourage users to report issues by offering them special discounts.

Do you encourage your site’s visitors to provide user feedback when they run into an issue with your site? What steps do you take to fix the underlying problem? Let us know in the comments section below.

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