This was a really fun and gratifying project to work on so we could help our target customers build and maintain their social communities authentically whilst saving a ton of time. We were super close to customers from start to finish. Leadership gave us 3 months to research, design, and take it to market so there was some healthy pressure there. I felt very close to this product as I was having to reply to 50+ comments a day for a side project Instagram account and I needed a solution that I could use. My product manager and engineers worked very closely and we would watch at least 50-100 customer fullstory recordings every morning to learn from their usage 'in the wild'.
We released Instagram engagement to a small group of customers and used that to watch fullstory sessions to catch bugs and improvement opportunities with several fixes and improvements being shipped daily. Activation was very high with customers immediately jumping in to reply to backfilled comments that we had prioritized for them based on keyword detection. We made it feel very similar to their native Instagram commenting experience with a new layer of superpowers so that they wouldn’t need education or significant onboarding. Very close relationship to the engineers during this time and the support team had barely any support tickets to deal with for this product. After a full launch we then quickly designed and shipped Facebook comment support smoothly.
