A Mountain of Dwolla Feedback

Slightly more than a week has passed since our opening. There has been no shortage of feedback. Some positive, some negative, and some strange.

We would like to thank all of your for the feedback. Your feedback is already driving us to improve our service. The small changes you push make a big difference to all our users.

This is good. Without feedback we have nothing to improve. That’s just not possible

Here are a couple big subjects that keep coming up and what we are doing about it.

Feeedback. The registration form is scary.

Response. Agreed. Shane, Mark, and I spent the first 24 hours after launch softening this up a little bit. The feedback form now includes.

• A little cleaner styling so it’s not so daunting.
• Some nice reminders that Dwolla is safe, secure, and regulated.

As more feedback comes in we will continue to work on this process and tailor it specifically to your needs.

Feedback : Who is using Dwolla right now?

Response :  Mostly companies in the DSM / Newton area. Here is how we hope to share those folks with you

• Addition of a new scroller on the dwolla.com primary page with user logos.
• A new highlight section of the blog talking about Dwolla users and their implementations.

Users will be shown kind of like this with logos and links to their web sites :

There are a few dozen companies we’d initially like to involve in this. We have e-mailed quite a few to get permission to list them in this section.

Feedback : Once I get my account set up and I log in. What do I do?

Response : The solution we are planning to this “Now what?” moment is this. A nice interface overview video. With this video we aim to show you :

• The elements of the user interface we think are most important.
• Answer 5-10 questions we feel each new user has when looking at their dashboard for the first time.
• Outline how to move money with Dwolla with visual aids.

Feedback : I don’t like that I have to visit the contact page to e-mail. Then launch a 3rd party e-mail program.

Response : Fair enough. We will integrate live support and the feedback tab into every page. Here is what changed.

• Every page now has a live support link in the footer. If our staff is online it will read “Chat Now”. If no one is online it will read “Leave A Message”
• The feedback tab will be integrated into each .com and .org page over the next week. Currently it is on the .com pages.

Either one of these actions will get you direct access to e-mail and contact without using a outside e-mail client. This should make accessing support considerably faster.