The Fetch Blog

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Your clients don’t need a bug tracker — November 17, 2013

Your clients don’t need a bug tracker

This is a sponsored post by our friends at BugHerd.

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There are about a million and one bug trackers on the market. Ranging from enterprise­scale behemoths to souped up spreadsheets and everything in between. While this staggering range of options has served development teams for decades it is becoming clear that our evolution of our development processes is outpacing those of our tools.

As web development, and particularly internet startups, move towards iterative cycles with a focus on the customer, sourcing feedback has shifted from being an activity carried out at the start and end of development to one that is ongoing throughout the life of a project. Most bug trackers focus on the task of cataloguing issues, however, their usefulness is wholly dependent on the quality of bug reports being submitted, and herein lies the problem.

Your customers don’t want to file bug reports, they just want their problems solved.

There’s no way to get a customer to log their bug into your tool of choice, so inevitably you spend hours deciphering problems from emails only to end up having to log all the issues yourself anyway. Making matters worse is the fact that often customers are non­technical. Getting the right information that is necessary to catalogue an issue can be like getting blood from a stone.

The worst part is that often the process doesn’t solve the problem the customer had in the first place, it creates another one, more emails, more miscommunication and results in both of you spending more time and potentially more money. Customer feedback should be a first class citizen, not just an afterthought.

It’s hardly surprising then, that according to a 2011 survey of web developers and designers* more than 55% of respondents didn’t use a bug tracking or issue management system at all when dealing with client feedback. The majority of digital agencies and startups actually still rely on using good old fashioned email (20%) or pen and paper (18%) to log and resolve problems reported by customers! It’s clear that there is opportunity for teams to investigate capturing customer feedback in a less onerous and manual way.

Think about how many times you have gone back and forth repeatedly with a customer? In trying to work out exactly what the issue is, are you frequently missing essential information such as exactly what page the bug is on, what browser they’re using, or even their operating system or screen resolution? Trying get answers to these questions in emails can lead to miscommunication, frustration and a lot of wasted time.

You need a tool that provides this relevant information along with the bug report.

If your customers or stakeholders are less than technical minded, you may want to consider the benefits of a hosted bug tracking solution. As there is no installation, it’s easy for those with limited computer knowledge to get up and running and without the usual technical training required. Hosted products usually supply a collection of helpful online guides to get even novice users involved. For the technical team, there are no updates to install, the software should be constantly improving/updated and infrastructure costs are reduced. There is also the benefit of easy collaboration for geographically disperse teams which is critical given the rise in telecommuting and international teams.

A secondary part of the survey queried designers about which tools were used to manage internal tasks. Whilst it’s great that 44% did utilise tools such as Basecamp or Google Docs, it scarily leaves 56% with no formal means of managing projects or tracking issues internally. Considering the majority of more traditional software engineers are using bug trackers like JIRA, Redmine or Pivotal, it’s disconcerting that amongst web developers traditional bug tracking tools are still not prevalent. There are an increasing number of “simple” bug trackers available which are better suited to the needs of the web developer/designer, just ensure your projects aren’t stuck in a silo; integrations with legacy tools such as JIRA are a must.

The list can be very long and searching for the right bug tracking tool can be tedious. As you can see, a bug tracker needs to provide far more than being merely a place to catalogue issues and errors. You must also consider the needs of your customers, your design team and stakeholders, not just the engineers.

BugHerd is currently available on a free trial for 14 days and we think you’ll love it for your bug tracking and client feedback capture needs.

* 2011 Survey conducted by UsabilityHub of 11,000 members, split evenly between designers, front­-end developers and UX experts.

BugHerd was born in 2011 out of the desire to be able to visually manage and track bugs on a website. Users embed the application directly into a website, so bugs are flagged and managed visually (complete with screenshot) without the need to fill out lengthy forms or send emails back and forth to clients. Simply put, BugHerd is the fastest and simplest bug tracking tool available for the web.

Visit­, email the team or you can follow them on Twitter via @bugherd.

Job: Web Creative Lead, The University of Melbourne — June 24, 2013

Job: Web Creative Lead, The University of Melbourne

This is a cool new opportunity based in Melbourne to work at one of Australia’s leading and most innovative universities – The University of Melbourne (it’s also our old undergrad stopping ground)!


The team is looking for a Web Design Lead to help guide the Web Marketing team and our internal clients through the design process. You will be responsible for blending University and user goals to create high quality online experiences across a diverse range of devices.

Your work will be viewed millions of times each month so it has to look and work excellently. The Web Design Lead will also help steer content and campaign strategy, pitch new ideas and establish success metrics for projects. A multi-disciplinary role, the Web Design Lead will be responsible for designing and developing attractive, functional interfaces and interactions using a combination of professional skill, intuition and testing.

The role requires leading the design, usability and testing aspects of all future and existing web properties (key University web properties include the University homepage, Course Search and University Events Calendar. The role also requires conceptualising improvements to the overall web presence at large and working with others to make iterative improvements.

Salary: AUD$102,323 – AUD$106,459 p.a. plus 17% superannuation

Employment Type: Full-time (continuing) position
Enquiries only to: Paul Tagell Tel +61 3 8344 3874 and email
Close date: 14 July 2013

For position information and to apply online go to, click on ‘Search for Jobs’ and search under the job title or job number 0031307.

Featured job: UK Marketing Manager, 99designs — December 25, 2012

Featured job: UK Marketing Manager, 99designs

We have an exciting new role here on The Fetch blog. It’s for a UK Marketing Manager for Aussie-founded design-marketplace 99designs. The role is full time and based in London, England with some travel to Berlin (lucky)!. More information is included below –>


Call the shots and control creative dialogue. 99designs wants you to be one of their marketing geniuses behind the world’s largest and fastest growing online graphic design marketplace.

Today they’re a very successful startup… tomorrow they’ll be the household name for small businesses seeking design, and they want you to be at the forefront of that. If you want to help build an amazing UK community, make a difference to thousands of designers all over the globe and help a rapidly growing startup grow its UK presence, then this is your chance.

The UK Marketing Manager role at screams out for your expertise in bringing the UK community together, globally; using your inner skills and expertise to engage customers and drive sales; evolve a fast-growing startup into a well-known brand; and generally rock the “marketing guru” cap.


  • UK native based in London and with willingness to travel regularly to Berlin European headquarters
  • At least three years’ experience in an internet business, startup or agency environment
  • Proven background in marketing or communications
  • Strong oral and written communication skills
  • Excellent organizational skills and ability to handle multiple tasks and manage time in a consistent manner
  • Established UK network, particularly in the startup and/or agency arenas


  • Initiate and execute marketing campaigns, affiliate relationships and strategic partnerships to drive sales of 99designs’ contests in the UK
  • Own sales targets and projections for the UK market. Meet and exceed monthly sales goals and revenue targets across SME marketplace
  • Grow 99designs’ brand awareness among the UK startup, technology, and agency communities through a combination of public relations, networking, sponsorship and other activities
  • Partner with marketing, product and development teams to ensure and all marketing collateral are properly localized and optimized for the UK market
  • Coordinate and execute public relations and social media campaigns in the UK
  • Identify and execute sponsorship and tradeshow opportunities within the UK
  • Represent the brand in a speaking function within the UK

Backed by Accel Partners (investors in Facebook, Groupon, Dropbox), 99designs is the world’s largest online graphic design market place. Since its launch in 2008, 99designs has hosted more than 180,000 design contests for solo entrepreneurs, startups, established companies and not-for-profit organizations in virtually every industry out there. They’ve paid out more than $44,000,000 to a community of 190,000+ designers in just over four years.

With offices in both San Francisco, Berlin and Melbourne, Australia, they are a rapidly growing team with a culture for encouraging passionate people to be fun and creative. Everyone has a voice and everyone shapes our future. 99designs employees enjoy many benefits, including a great working environment, an active social club and an extensive health, dental, vision and annual leave package.

If this sounds like you, they want to know you! Visit or apply through LinkedIn.

Event Review: The Future of Work: Coworking and Collaboration — October 29, 2012

Event Review: The Future of Work: Coworking and Collaboration

Last Monday in Sydney I attend a really interesting panel about The Future of Work: Coworking and Collaboration». It was hosted by Hub Sydney at Oxford St Design Store.

The event focused on the future of work and how the definition of work is rooted in the work place and the organisation behind. The panel, composed of architects, designers and community managers, also discussed how the de-materialisation of work place leads to new ways of working together.

Today, there are different ways we can now work free from our traditional office buildings.

So what will be the future of work, you may wonder?

Firstly, it means stop doing all the work by yourself. In the future, it will be considered as stupid to start your project from scratch as most of the information you need will be available. The idea is to do a by yourself with the help of others, based on the mantra of take and give, i.e. collaboration. Yammer is a perfect example of an enterprise social network service dedicated to facilitate knowledge exchange, file sharing and company collaboration.

Secondly, it means work is based on functional needs. Rather than having a fixed number of employees, there will be more and more of virtual employees, self-employees and consultants.

Josh Capelin created a coworking space in Surry Hills, Home/Work, open to these business nomads or virtual employees. This is not a lonely initiative. The rise of coworking spaces in Sydney highlights the evolution of working: the development of services and entrepreneurship mixed with the notion of sharing: sharing space,  sharing ideas and… coffees!

Besides how many of us grumble everyday about the too many hours spent/lost in the commute? With the development of virtual employees, it’s the flexibility of working hours that expands.

What about the corporate world?

The corporate world is changing with a slow disappearance of fixed desks. Architect and design firms have always been ahead of their time: in the 70s architects started thinking of places where computers will be in houses, long before the first Mac.

Today, architecture and design firms think in terms of how facilitate what people really need to make their business work. Tenants who look for hiring offices need flexibility: it’s more about changing and moving spaces than moving or changing furniture.

Traditional work places are behind the way most of us are working now but large corporate places have started to evolve.

Second Road, for example, provides strategies and implements design solution for companies that suffer from obsolete organisational model. Second Road brings tools to make people apt to work together again, exploring new ways of collaboration.

“Environment does shape how people act. So shaping work environment does shape how people work” explained Alexis Baum, experience architect at Second Road.

I’m really looking forward to the future of work: such inspiring ideas and experiments are already taking place so the future promises to be exciting!

About our ambassador // Delphine Vuagnoux is a community ambassador for Sydney. She is passionate about innovation and social change and a communications manager at All Together Now. You can find her on Twitter here: @delphinevuagnou.

Event review: Groundbreaker public design series Sydney — July 3, 2012

Event review: Groundbreaker public design series Sydney

This event review is brought to you by Doug Millen, from our Fetch Community Ambassador Team in Sydney.

Ever wondered what ‘design thinking’ means? Ever wanted to be a part of design methods to make a difference in the community? Over July and August the Groundbreaker series of workshops and talks will bring design thinkers and innovators together with the Sydney community to explore the role of design in solving problems of the future.

Launched last Wednesday, 27 June 2012, Groundbreaker is brought to Surry Hills’ stunning Object Gallery space by u.lab, a University of Technology Sydney collaboration among the university’s business, engineering, built environment, architecture, design and IT schools for projects that call for innovation across disciplines.

Groundbreaker’s launch excited a crowd of Sydney thinkers and do-ers with the prospect of coming together in an inspiring space to share knowledge, learning new techniques for collaboratively tackling community, business and social issues, and creating new knowledge in partnership with design leaders.

Design has an incredible role to play in social change, we just have to figure out ways to make it relevant and humbly provide it to society as a tool. 

Groundbreaker is about designers engaging with the public and reflecting on the tools that need to be learnt and evolved to do that well.
David Gravina, Digital Eskimo

UTS design leaders Jochen Schweitzer and Joanne Jakovich have co-curated the Groundbreaker series of events and workshops that bring academic knowledge and expertise to the public.

We started last year with u.lab and a couple of public workshops called Bike Tank, and with these workshops we began experimenting with design thinking.

One of the things we thought was really powerful was getting the public into the workshops – for ideating solutions around problems that are part of their lives.
Jochen Schweitzer, Groundbreaker co-curator, UTS

Schweitzer and Jakovich believe in the importance of design creativity in innovation. Through Groundbreaker they hope to disseminate best practices and encourage the development and refinement of new design tools and methods.

We’re really trying to make it easy for organisations to try out collaborative methods and involve the public in solving design challenges.
Jochen Schweitzer, Groundbreaker co-curator, UTS

The eight core events of the Groundbreaker series, to be held at Object Gallery, will explore ideas such as crowdsharing, the value of innovation in Australia, collaborative design, and how we might challenge traditional models of work through design thinking.

Groundbreaker is an awesome forum for people to get together to use design methods to create social change. 

Because it’s open to the public people can come here and experience what collaboration feels like and what the outcome can be.
Ele Jansen, Reboot Stories

The Groundbreaker series of workshops, debates and digital discussions will take place from 27 June to 17 August in Object Gallery, Surry Hills. The workshops are free and open to all.

About our Amabassador // This article and photography were contributed by Community Ambassador Doug Millen. You can connect with Doug through his site or on Twitter @dougsky

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