Every eCommerce company has a unique set of stakeholders–including internal and external teams–that work together to resolve errors. Regardless of the anatomy of your team, an efficient Noibu workflow benefits from a clear division of labour and a replicable investigation, triaging, and debugging process.
The Noibu workflow calls for three distinct roles:
- The Business User oversees the project from start to finish and is usually focused on key metrics like ROI and conversion. This person is typically a VP/Director of eCommerce, IT, Marketing, QA, Growth, etc.
- The Product User prioritizes errors and assigns errors to developers. This person may be an eCommerce Manager, Product Manager, Conversion Rate Optimizer, UI/UX Analyst, Business Analyst, QA Lead, etc.
- Developers action fixes to resolve the issues at hand, and focus on software reliability and performance. A developer may have a range of titles, including Software Developer, Software Engineer, QA Developer, etc. Developers may be internally or externally sourced.
To optimize your website's performance, you should consistently action and solve errors found in the Funnel. Typically, clients operate on 2-4 week sprints, and we recommend actioning 2-3 Noibu-surfaced errors each sprint. The Product User is responsible for ensuring tickets are consistently actioned.
How you decide who investigates and triages errors is up to you, but we typically see one of five workflows:
- Internal Developer who triages (IDT)
- Internal Developer with Internal Product User who triages (IDPU)
- External Developer who triages (EDT)
- External Developer with Internal Product User who triages (EDIPU)
- External Developer with Project Manager (EDPM)
Internal Developer who Triages (IDT)
In this setup, an internal developer triages errors. This means a developer both prioritizes and resolves issues. The developer takes the role of the Product User by prioritizing errors found in the Funnel. Since the internal developer is linked closely to the internal side of the business, it can be easier to pass on information like customer reports, etc.
Internal Developer with Internal Product User who triages (IDPU)
In this workflow, a Product User prioritizes errors for an internal developer to action. This workflow depends on strong communication between the two parties for successful execution; these two individuals work together to drive ROI and conversion rate increases.
External Developer who Triages (EDT)
In this workflow, your company works with an external development team. Here, an agency developer is responsible for both prioritizing and resolving errors. To ensure results are achieved in a timely manner, an internal Business User should constantly check in with the external team and push for project success.
External Developer with Internal Product User who triages (EDIPU)
This workflow is a collaborative effort between the internal Product User and an external developer. Here, the internal Product User prioritizes the errors and triages them for the external developer. The developer’s responsibility is to resolve the errors. Since the Product User is internal and the developers are external, consistent communication is essential to ensure all errors in the Funnel are eventually resolved. The Product User should align with the Business User on project goals and timelines for success.
External Developer with Project Manager (EDPM)
In this workflow, both the Project Manager and the development team are external to the company. This means that for the Business User, the process of prioritizing and resolving errors is completely outsourced.
Learn more about How to Prioritize Errors.