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introduction, competitiontodayisruthless, havingtheagilitytoquicklyiteratewithtight, feedbackloopsandrunfasteriswherethecompetitiveedgelies, technology, companiestodaycompeteonhowquicklytheycantakecustomerfeedbackand, turnitintoreleasedfeaturesorimprovements, wewilllookintowaystoquickly, deliversoftwarebylookingattheleansoftwaredevelopmentprinciplesand, associated, methods, thefinalsuccessofaproductoraserviceoftendependsonuserexperience, thereforecompaniesputalotofeffortintotheircustomersupport, whichisa, bigpartoftheexperience, intheend, itisallaboutdeliveringabrilliantproduct, users, thepresentthesiswilllookintowaystomakeuserexperienceofaservicecalled, transferwisebetterbyconcentratingonthecsside, theideasarecollectedfrom, otherservicesthathaveexcelledinprovidinghelptotheircustomersandthenthe, journey, solution, described, goals, thesis, following, introducethereadertothetermsleansoftwaredevelopment, minimumviableproduct, measure, cycleandtest, driven, development, bringoutproblemsrelatedtoprovidinghelptotransferwisecustomersand, investigate, alternative, provideanenhancedsolutiontotheproblemsbygatheringideasfrom, building, principles, outline, organised, leansoftwaredevelopment, introducesthetermleansoftware, describingitsoriginsandhistory, usefulnessandgivingan, overview, transferwise, introducestransferwise, itscustomersupportand, processes, problemstatement, introducescustomerhelpproblemsintransferwiseand, metrics, affected, currentalternatives, analysescurrentalternativestofindideasforsolving, ourjourneytothesolution, introducesthesolutiontothepreviously, defined, future, possibilities, chapter, lean, software, history, thinking, inordertoproperlyunderstandleansoftwaredevelopmentanappreciationofits, conceptualrootsisappropriate, toyotawasasmallcompanythathad, movedfromcraftingloomstomanufacturingcars, toyotafacedstiffcompetition, fromtheestablishedusmanufacturers, andtheirsmallhomemarketloweredthe, pricesdown, ownerkiichirotoyodasawthattherewasincrediblewasteand, unnecessarydelaysincarmanufacturing, hisvisiontocompetewiththeus, behemoths, re, manufacturing, toyotasmanagertaiichiohnorespondedtotoyodasvisionbydevelopingwhat, cametobeknownasthetoyotaproductionsystemorinotherwords, asystemfor, theabsoluteeliminationofwaste, anythingthatdoesnotcreatevaluefor, customer, removed, fromthenon, toyotasapproachtomanufacturing, wouldbeknownasleanproduction, thoseleanprincipleshavealsobeenextended, supply, chain, product, definition, isatranslationofleanmanufacturingprinciples, andpracticestothesoftwaredevelopmentdomain, principlesareguidingideasand, insightsaboutadiscipline, whilepracticesarewhatyouactuallydotocarryout, leansoftwaredevelopmenthassevenprinciplesandmanypractices, similar, philosophy, agile, agilesoftwaredevelopmentisanumbrellatermforseveralsoftwaredevelopment, includingextremeprogrammingandscrum, thatweredevelopedin, thesemethodsshareacommonphilosophywhichwasdescribedas, values, manifesto, theterm, originatesfromthebookbythesame, thebookpresentsthetraditional, leanprinciplesinamodifiedformtobesuitableforsoftwaredevelopment, letus, briefly, eliminate, taiichiohnoexplainedhowtoyotaproductionsystemworks, allwearedoingis, lookingforthetimelinefromthemomentacustomergivesusanordertothe, pointwhenwecollectthecash, andwearereducingthattimelinebyremovingthe, non, added, wasteisanythingthatdoesnotaddvalue, thefirststepofeliminatingwasteisto, recognizeit, thesecondstepistodevelopacapabilitytoreallyseewaste, softwaredevelopmentitcanbepartiallydoneworkorextrafeatures, onlyabout, unnecessary, testing, documentation, support, amplify, learning, softwaredevelopmentisaknowledge, creatingprocess, thebestapproachfor, learningprocessisspedupbyusageofshortiterationcycles, duringthoseshort, sessionsthedevelopmentteamlearnsmoreaboutthedomainproblemandfigures, possible, further, irreversibledecisionsneedtobedelayedtothelatestpoint, bythetimethe, decisionneedstobemadetherewillbemoreinformationaboutwhichofthose, optionsisthebestroutetotake, italsogivesustimetopotentiallyexplorethe, differentoptionsinmoredetailandexperiment, helpingtocometotheright, conclusion, inareasofcomplexityoruncertainty, wherethingsareverylikelytochange, thisis, especiallyimportant, exampleofdecidingaslateaspossibleinagiledevelopment, methodsisiterationplanning, inagile, wedecidewhatfeaturestoincludeineach, iterationandanalysethemjustintimeforthemtobedeveloped, keepingdecisions, aboutfeaturesandthedevelopmentofthosefeaturesclosetogetherhelpsto, ensurethattherightproductisdelivered, becauseitleaveslessroomforchange, akeystrategyfordelayingcommitmentswhendevelopingacomplexsystemis, capacity, system, deliver, itiscommonforpeopletothinktoodeeplyaboutfuturerequirementsthatmayor, maynoteverarise, orover, engineersolutions, bothintermsofthesoftware, architecture, thiswillslowdownthepace, iteration, indevelopmentthediscoverycycleiscriticalforlearning, design, implement, feedback, improve, withoutspeed, wecannotdelaydecisions, donothavereliablefeedback, theshorterthesecyclesare, themorecanbe, learned, speedassuresthatcustomersgetwhattheyneednow, notwhatthey, needed, yesterday, empower, therehasbeenatraditionalbeliefinmostbusinessesaboutthedecision, makingin, theorganization, themanagerstelltheworkershowtodotheirownjob, inalean, softwaredevelopment, therolesareturnedaround, thepeoplewhoactuallydo, theworkcombinetheknowledgewiththepowerofmanyminds, whenequipped, withnecessaryexpertiseandguidedbyaleader, theywillmakebettertechnical, process, decisions, notchexecutionliesingettingthedetailsright, andnooneunderstandsthe, thismeans, respondingtopeoplepromptly, listeningattentively, hearingtheiropinionsandnot, dismissingthemevenwhentheyaredifferenttoyourown, anotherimportantpart, ofrespectingpeopleisgivingpeopletheresponsibilitytomakedecisionsabout, theirwork, toachievethis, itisimportanttobuildknowledgeanddeveloppeople, whocanthinkforthemselves, peoplewhocanthinkforthemselvesandare, experts, area, empowered, respected, quality, buildintegrityinmeansthatthesystemscentralconceptsworktogetherasa, smooth, softwareneedsanadditionallevelofintegrity, itmust, maintainitsusefulnessovertime, softwareisusuallyexpectedtoevolvegracefully, asitadaptstothefuture, softwarewithintegrityhasacoherentarchitecture, scoreshighonusabilityandfitnessforpurpose, andismaintainable, adaptable, extensible, qualityisobviouslyextremelyimportant, oryouinevitablycreateallsortsofwaste, furtherdowntheline, itisimportanttoavoidqualityissuesmaterialisingasearlyas, andalsotobuilditinthroughouttheentiredevelopmentprocess, notjust, thelargerthesystem, themoreorganizationsareinvolvedinitsdevelopmentand, themorepartsaredevelopedbydifferentteams, quiteoften, thecommongood, suffersifpeopleattendfirsttotheirownspecializedinterests, whenindividualsor, organizationsaremeasuredontheirspecializedcontributionratherthanoverall, performance, thenitcanultimatelyresultinanexponentialincreaseinthetimeto, addnewfeatures, notablylowerqualityproduct, whichaffectstheendusersand, aleanorganisationseekstooptimisethewholevaluestream, notjustindividual, functions, minimum, viable, common, version, allows, collect, maximum, amount, validated, effort, core, features, deployed, strategy, targeted, avoiding, seeks, maximize, information, weusebuild, loopprocesstoamplifylearninganddeliveras, fastaspossible, thefirstphase, isthebuildphase, inwhichthegoalistobuildaminimumviableproductasquickly, aspossible, thisisfollowedbythemeasurephase, wherethegoalistodetermine, whethertherealprogressisbeingmade, andfinally, bythelearnphase, wherea, decisionismadewhethertopersevere, carryonwiththesamegoals, orpivot, aspect, phases, data, outcomes, thebuild, learnloopemphasizesspeedasacriticalingredienttothe, productdevelopment, seffectivenessisdeterminedbyits, abilitytoideate, quicklybuildamvpofthatidea, measureitseffectivenessinthe, experiment, test, buildintegrityinisdonewithtestdrivendevelopment, thatreliesonthe, repetitionofaveryshortdevelopmentcycle, firstthedeveloperwritesan, initially, failing, automatedtestcasethatdefinesadesiredimprovementornewfunction, thenproducestheminimumamountofcodetopassthattest, refactors, thenewcodetoacceptablestandards, itencouragessimpledesignsandinspires, confidence, globally, thedifferencebetweenconventionalmoneytransfersandtransferwise, liesinhowpaymentsarerouted, smoney, directlytotherecipient, transferwiseredirectstotherecipientofanequivalent, transfergoingintheoppositedirection, likewise, therecipientofthetransfer, receivesapaymentnotfromthesenderinitiatingthetransfer, butfromthesender, oftheequivalenttransfer, thisprocessavoidscostlycurrencyconversionand, transferscrossingbordersbyallowingthecompanytominimisetheamountof, moneyexchangedbetweencurrencies, andthesavingsarepassedontocustomers, illustrated, comparison, transfer, services, customersupport, isadivisionoftransferwisethatattemptstohelptheuser, resolveandunderstandspecificissueswiththeproductorservicesprovided, sactivityinthefinancialservicesmarket, specificallyinvolvingusersmoney, thevolumeofcontactstothisdepartmentis, asonecouldexpect, withoutsupportaclientwouldbemuchlessinclinedto, takeariskwithaservicetheydonottrustandunderstand, particularlyifitcould, resultinalossoftheirsavings, semphasisinthisareaistomakesure, norisktakingisneeded, theserviceisclearandunderstandable, andaboveall, provides, trust, transferwiseservicedevelopmentisdrivenbymetrics, actionablemetricscanlead, toinformedbusinessdecisionsandsubsequentaction, theseareincontrastto, vanitymetrics, measurementsthatgive, therosiestpicturepossible, butdonot, itisimportanttounderstand, whichmetricistheactionableoneandwhichonecanonlymisleadthe, teamswhodeveloptransferwiseareautonomousandindependent, progressistrackedwithametricscalledkeyperformanceindicators, authorisworkinginateamcalledtransfercreationtowhomismostimportantto, convertalltheuserswhohaveintentiontomaketransfer, thisismeasuredwitha, smainkpi, conversionmetricisaffectedby, manydifferentfactors, oneofthoseistheservicequality, defectsandbaduser, experience, discuss, topic, depth, statement, bug, report, usuallythedefectreportsarecomingfromtheusers, theyreporttheissuetothe, cswhothentalkstotheresponsibleteam, theproblemhereisthatthereisnot, muchinformationcollectedfromthecustomer, becausecustomerdonotknow, structured, togetmoreinformationfromusers, csneedstohaveamultipleroundtripswhere, theyaskspecificquestionsbasedoncontextoftheissue, butstillsometimes, engineers, imagination, fixing, reported, defects, tosolvethisissuewecameupwithasystemcalledbugreport, whichallowsusers, description, merged, background, info, screenshot, javascript, browser, log, clienttechnicalinfo, browsernameandversion, operatingsystemname, screen, atfirstwewantedtovalidatetheassumptionthatuserswillreportbugs, voluntarily, forthatwecreatedamvpwithabasicform, extra, linktotheformwas, placedinthreeofthemostpopularpages, intheirheader, footerandlivechat, thatopenedtheform, fromthosetwosubmits, analysingthereasonwhytheexperimentfailedweconcludedthatthelinkstothe, systemwereplacedonthepagewhereuserswerelookingforhelprathertoreport, learningsfromthebugreportsystemwerepromising, westartedthinkingabout, betterplacesforthelinksandthenwefoundanewproblem, transferwisemissesa, cleargatewaytohelp, alltheinformationaboutgettinghelpisscatteredaroundthe, page, multiple, contact, via, chat, opened, callviaphonewhichhasmultipledifferentcountrylinesopenedon, email, frequently, asked, questions, livechatoptioncanbeusedoneverypagebyclickingonthe, livechat, buttonon, thebottomrightcorner, thismakesitthemostprominentwaytocontactcs, emailandcallinformationcanbefoundpartlyintheheader, footerandonthehelp, faqhasitsownsectionintherealsowithafewhardcodedquestionsinthe, header, focused, aswecanseetheinformationisnotconsistentlyplacedandtheservicefavors, contactingcsratherthandirectinguserstoreadfaqbefore, thiswillleadtotwo, firstly, userswhoarenotsherlockholmes, maynotfindahelp, becauseallthe, linkstoitcanbehiddenorhardtofind, secondly, iftheycanfindawaytocontact, discontinueusingtheservice, thelongresponsetimeispartlycausedbyabig, amountofuserswhoasktrivialquestionswhatareansweredonthefaqpage, affect, higher, level, conversion, general, conversionmetricisthemostwidespreadmetricintransferwisethatindicates, success, itshowshowmanyusers, whohadanintentiontomakeatransfer, abletomakeasuccessfultransferwithtransferwise, thesuccessintransferwise, ourhypothesisisthatpartofthe, unsuccessfultransfersarecausedbyuserswhohavehardtimetogethelp, provethisassumptionwecanonlyiteratewithdifferentsolutionsandseeifwecan, increase, inthefollowingchapterwewilllookintosolutionstoourproblemsfromother, current, providers, stated, analyse, positive, negative, implementations, gather, zapier, zapierisawebservicethatletsyoueasilyconnectwebapplications, makingitfast, forexampleitispossibletosendoutanemailwith, mandrillapplicationwhenfirebasedatabasehasanewentry, zapierdependson, multipleapplicationprogramminginterfacestoconnectdifferentapplicationsand, servic, fragile, reporting, issue, zapiercandetectproblemswithdifferentappsfasterwiththeireasytoaccess, issuereporting, oneverypagethereistheredbutton, gethelp, whichallows, clients, ease, thebuttontakesasmallamountofthescreenandattention, tryingtobefound, onlywhenuserwillneedhelp, colorofitisabadchoicefortransferwise, financial, trouble, clickingonthebuttondirectsuserstothehelppagewheretheycanchoosea, specifictopicoranapplicationwiththeyhaveaproblem, therewillbeapreciser, faqlistwhenchoosingone, withfilteringtheyreduceathinkingneededfromthe, butwithdirectingclientsawayfrom, theircurrentcontexttothehelppagemayconfusethemanddecreasetheuser, oneveryhelppagethe, changesto, contactus, buttonandclickingonit, opensupamodalwindow, ithasacontactformwhich, allowsuserstoreportissuesfromtheserviceratherthanusinganemail, moreconvenientforclientsanditgivesextraopportunitiesforownerstogetmore, inputs, form, flows, theformwindowhasmultipletrustelementstogivepeoplefeelingthattheir, taken, profile, title, uservoice, tools, fully, widget, ticket, forums, etc, using, uservoicewidgetisusedbymanyserviceprovidersincludingmemriseandbitly, ishighlycustomizable, butwewillbefocusingonthedefaultvariant, abluebutton, withaquestionsignonthebottomrightcorner, ithasa, samepositioningmethodthatzapierhas, butwithamorecalmingcolor, usingonly, icon, cleaner, confuse, clickingonthebuttonpopsoutamuchsmallermodalwindowwithnooverlay, comparetozapier, windowtakessmallamountofapage, roomanditallowsuserstoseethepagetheyare, thismakeswritingacommentor, aquestionaboutthepagemoreconvenientandnocontextchangingisneeded, quantity, shown, view, customerscanreadhelpfularticlesonthesecondstepbeforesubmittingthe, positiveside, userwillconstructtheirquestionbeforeandprobablywillbe, smarter, afterwards, negativeside, whohasputalotofeffortandtimeconstructingthe, canbesteamed, upafterseeingaanswerrightawayonthenext, bothserviceshavesimilarconceptsinbuttonplacement, modalwindowandthe, linktoahelpisalwaysvisibletotheusersusingfixedbottomrightposition, although, zapierhasaclearerwaytorepresentitwithtextratherthanusingicon, uservoiceprovideshelpinformationwithmodalwindowtokeepusersintheir, contextandshowsfaqonanintermediatestepbeforelettinguserstosubmit, zapierputsemphasisonfaqandforthattheyhaveaseparatepagebefore, eachflowhastheirgoodandbadsides, inthefollowingchapterwewillpicksome, solve, oursolutionisbuiltasamvpwithbmlcycleinaformofanewmodulethat, integrateswiththetransferwiseservice, incombinationwithsomeoftheexisting, gateway, westartedwritingdownideasfromexistingsolutionsandmixedthemwithour, ownthoughts, afterhavingalonglistofthingsgenerated, itwastimetoeliminate, thewasteanddosomesketcheswithminimalamountoffeatureswhichwilldothe, firstproblemtosolvewashowgethelpfromanywhere, forthatwefollowed, existingsolutionsbycreatingafixedbutton, ascanbeseenalsoon, positioned, unlikefromtheuservoicethereisamodalwindowwithoverlaytohavemore, roomforextrainformation, butinthesametimenotdirectingusersfromtheir, currentlocationslikezapierdoes, windowhasmultipleviewsthatareisolated, options, withseparatestepsitispossibletounderstandonwhichstepuserschoosetoget, thiswaywecanprovokeusersto, thinkbythemselvesatfirst, iftheycannotfindanyanswersfromtherethenwe, shallgivethemopportunitytoswitchtothenextviewwithaclickonthe, whatmadeoursolutiondifferentfromothersisthecontactoptionslist, thereare, choices, choose, wedonotwanttoforceuserstochooseoneoptionovertheother, thatswhywe, haveoptionsequallyinarowwithnohintsthatoneisfasterthantheotheretc, clickingonthelivechatoptionwillclosethegatewayandopenthesnapabug, reached, callandemailoptionshavetheirownviewswithstaticcontactinformationshown, bothofthemhaveauniquebuttonwithtext, cheers, whichindicates, successfulfinishforus, thereisalwaysthelinktothepreviousstepandthe, clicked, overlay, sketches, wecreatedaangularjsplugin, isolatedmodulewritteninjavascriptonangularjs, angularjsiswidelyused, intransferwise, buildingitasacomponentmadeitveryeasytointegrateitinto, differentpages, modulewaswrittenusingprocesstofollow, builtintegrityin, everyclickon, thelinksandbuttons, everystepchangeandwindowvisibilityislistenedandsent, tothemixpanel, fromtherewecollectdatafromdifferentgraphs, mixpanel, funnel, graph, server, sidegroovycodewasonlyneededtoinitialisetheexperiment, thefeature, immediatelyifanythingshouldhavegonewrong, todeliverasfastaspossiblewe, postponed, internalisation, having, english, interface, collected, statistics, participants, link, viewed, clicks, potential, chose, previous, useful, viewpoints, example, preferences, focusing, irrelevant, article, authors, actionable, context, insights, progress, faster, percentage, tried, clicking, looked, analysing, understand, providing, decrease, assist, analysed, looking, however, influenced, factors, clear, effect, saved, contacting, going, successful, highest, smallest, affecting, channel, selected, trying, unfortunately, discovered, collecting, compare, fixed, asmentionedabovewehadnostatisticsaboutthecurrentsolutionswhich, wereneededforcomparison, thiswasourfirstlearning, thinkabouttheevents, whichareneededtobetrackedforstatisticswhilebuildingthetool, alsocollect, pre, confirmation, showingfaqviewfirst, becausethequestionsintheviewwerealwaysthesamefor, wecansaythatputtingthefaqviewbeforethe, thirdly, buttonreallyused, thetool, wheremostofthenon, userswouldbethe, testers, whohadnointentiontogethelp, becauseourtoolisonlytranslatedinto, englishandtransferwisecustomersarefromallovertheworldthenitcouldhave, affectedthemetric, itiseasytosolvethisproblem, internationalizethetooltoall, supported, languages, internationalised, westartedoffbyaddingmissingclicktrackingstothelivechatbuttonandtothe, helplinkintheheader, thenextstepwastotranslatetheuserinterfaceinto, italian, german, spanishandfrench, forimplementationweusedthe, angular, translate, module, someofthetranslatedfaqlinksdirectuserstountranslatedarticles, whichmeans, alinkandanarticlecanbeindifferentlanguages, inthiscasewefollowedthe, decideaslateaspossible, wewillchoosetotranslateanfaqarticleonly, interest, withthesechangesweexpectedtoincreasethenumberofgatewayusersby, alsothis, candevelopintoanothersideprojectwhere, transferwiseteamscangetinsightsabouttheirnewfeatures, fixesetc, weare, allthestatisticsinmixpanelwerecheckedimmediatelyafterthereleasetomake, sureeverythingweneedfortheexperimentanalyticsisavailable, dayswestartedcomparingthisiteration, withthepreviousone, gatewayusers, whoclickedonfaqlinksorcontinuedtocontact, readonlyfaq, whoclickedonthefaqlinkanddidnotcontinueto, whoclickedonthe, buttonandfinishedthe, successfully, atthesametime, metricstayedonthesame, andthebiggestdifferencecanbeseenbetweenoursolution, andcurrentsolutions, livechatbutton, andhelplinkintheheader, visualised, spercentagewhich, surprisinglydidnothappen, whoclicked, wecansaythattranslatedtoolwasnotgettingmoreattentionfrom, wewereabletoincreasetheconversion, butnotwithahelpofafaq, becauseitstayedonthesamelevel, onecanassumethatthetranslationsmade, theflowmoreunderstandable, makingitmoreclearwhatcontactoptionswehave, finally, wehavethestatisticswhichwecanusetoproveourhypothesis, byhaving, userswhohadhardtimetogethelpbeforeoursolution, butwearenotsureifthis, conversionrateisthesolutionspeak, ifwecouldmakethefaqviewmoreusefulto, theusersthenwemightdecreasethecscontactsamountandfromthatincrease, location, based, intransferwisefaqarticlesarewrittenbyasmallgroupofcspeople, whoare, forexample, theyknowthatmostofthetime, newusersaskabouttransferwisesecurityandregulationsonthelandingpage, howlongdoesmytransfertake, ontheaccountpage, tofollowthe, empowertheteam, principleweteamedupwiththemtomakethefaqlinksmore, helpful, wecameupwithalocationbasedfaqsystemwhichmeansthatwearegoingto, website, whentheuserisonthelandingpagethenwewillshowquestionsabout, changing, personal, settings, whentheuserisonthemaketransferstepthenwewillshowquestions, payment, foreverypageintransferwise, weusedangular, locationchangesinangularjsapplicationsandtriggerupdatesonthequestionslist, inthegateway, todeliverasfastaspossiblewehardcodedthosequestionsinto, angularjsserviceandcoveredthewholelogicwithautomatedtests, onelastthing, wastoaddmixpaneleventtrackingtoeveryquestionclickandwewerereadyto, release, wewerenotexpectingtoseeanydramaticchangesinourkpi, fromthefirst, iterationwealreadyhaveshown, morefaqs, linktotheuserswhichdirectsthem, tothefaqpage, withthisiterationwehadonlymadetheprecisefaqeasierto, convenient, thirditerationexperimentwastestedintheendofthemonth, whichmeansmost, oftheusersaretransferringreceivedsalariesbacktotheirhomeland, thatalso, meanshighertrafficintransferwise, givenfactwasreflectedfromthestatistics, moregatewayusers, ascanbeseenon, wewereabletomovetheconversionevenfurtherwithahelpofafaqview, inour, trackedeventswesawanenormousriseinuserswhointeractedwiththefaqlinks, incomparisontothepreviousiterations, eventhough, metricdo, notreflectthejump, westillgotgoodinsightsaboutusersproblemsondifferent, unfortunatelywealsodetectedsomeproblems, whiletryingtodeliveranew, featureasfastaspossibleweforgotabouttheissuesthathardcodedfaqlinkscan, therewereacoupleofsituationswheresomeoftheshownquestionswere, updatedandtheirurlswerechanged, tofixthesebrokenlinkswehadtomodify, theurlsinourcodeanddoanewrelease, ifwehadmadethesystemmore, dynamical, ex, getfaqlinksfromthedatabase, thenthefixwouldnotneedsucha, ongoing, basis, details, theimplementedfeaturewassolelybuiltbythethesisauthorwithdifferent, stack, includes, programming, angularjs, framework, karma, runner, jasmine, transferwiseclient, sideapplicationsaremostlybuiltinangularjsframework, karmaisusedtorunangularjstestsandjasmineisawellknownandrespected, behavior, driventestframework, whichallowstowriteteststhatreflectthe, desired, structure, intransferwisewehighlyappreciateourcustomersfeedback, butitishardtoget, itwithoutannoyingthemtoomuch, theyneedtoseetheirbenefitinit, whentheteamlooksatthemetricsandseespossibilitiesforimprovementinthe, productthentheycanmakehypothesesoftheshortcomingsandvalidatethemby, showingrelatedfaqlinks, whentheselinksgettheexpectedamountofattention, fromusersthentheycanbesurethattheproblemsexist, atthesametimethe, knowing, giving, structuring, intransferwisetheemailcontactcasestakethelongesttimetogetresolved, comparetothephoneandlivechatcases, tolowertheresolvetimewecanbuild, ourownstructuredform, somethingthatwetriedwiththebugreport, partyservicesthatfocusesonain, appmessaging, newsystemwouldreplacethe, inthiswork, weintroducedtheprinciplesofleansoftwaredevelopment, gavea, shortintroductiontobuild, learncycle, minimumviableproductand, drivendevelopmentpractices, wedefinedtheproblemaboutthe, inconsistencyintransferwisehelplinksandtheproblemwithencouragingthe, userstocontactcsbeforereadingthefaq, weimplementedasolutionforthe, oursolutiontofollowabovementionedprinciplesandpracticesispresentedinthe, formofthenewmodulecalled, helpgateway, itisfullycoveredwithautomated, writteninjavascriptonangularjsplatformandiseasilyintegratableto, thisresultsinlackingdependenciesonserver, sideandguarantees, shortdeliverytimefornewfeatures, thegatewayisaccessiblefromeverypage, theproposedsolutionprovesthatthecurrentlinkbetweentransferwise, customersandhelpwasinsufficient, butthesolutionhasthepotentialtobeeven, moreuseful, wehaveproducedsomeideasforfuturedevelopment, whichwewant, abbreviations, cycle, indicator