The Interfolio Blog

I will let you in on a little secret:  if we received 100 customer emails this afternoon telling us about a broken button on our site, our engineers would drop everything to fix the button.  If we received 25 customer suggestions for a particular feature enhancement, I can almost guarantee that we would add that functionality in one of our upcoming product releases.

It is true: the squeaky wheel gets the grease when it comes to fixing and enhancing a service like ours. Our customers’ opinions mean everything to us. Usually, however, figuring out the best way to use our resources is not that obvious, or that reactive.

When our product is working bug-free, and our customers are not lined up outside our door asking for a specific feature request, we use the following process to determine what to enhance and when.

First, we listen.  To our members, to our university partners, to insights from our team, and to trends we see in higher education and technology.

Once opportunities are identified, we document the issues and categorize them.

Bugs (when our software is not working as it is supposed to) are usually sent directly to our engineers for fixing.  Fixing something that once worked can usually be done pretty quickly.

Feature enhancement requests, on the other hand, are added to a queue that we call Betterfolio (we had a contest to come up with that name, btw).  We examine Betterfolio on a regular basis and prioritize, plan, and build, based on the needs of our customers and company’s core values and vision.  Our popular email and web delivery options evolved from the Betterfolio list.  Our members let us know that the market shifted, and we adjusted to meet that shift. 

Historically, Betterfolio has been an internal list.  Now, we have a new interactive and transparent home for it and we’d like to invite you to contribute.   How can we make Interfolio the best credentials service in the world?   We will use your input to shape the future of our service so please share your ideas and requests with us soon! 

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