Feature Rollout

For new features from the Product Team, we have a specific rollout process to ensure that the implementation of new features is seamless. There are a variety of communication outlets and resources that help make this possible. In general, there are three phases for a successful rollout: pre-rollout steps, feature rollout, and post-rollout steps. Read more about each below.

Pre-Rollout

Ideation

All features start as ideas. During the ideation phase, ideas for new features come from a variety of places, from high level company goals, to Product Idea Box submissions. Every idea is evaluated to see which best align with our goals, maximize impact, and improve the overall FareHarbor product.

Development

Ideas that meet these criteria are moved into the development phase. This is where features are designed, created, and tested internally by the Product Team. This is typically the longest phase.

Rollout

The next major phase is the rollout phase, which can look differently depending on the feature in question. Larger features may include FH Admin testing on demo.fareharbor.com before a larger rollout to clients. Other features may include a beta testing phase, where a select group of clients have early access to help developers see the feature in action in order to make improvements before the larger rollout. Once any preliminary rollout and testing is complete, the feature is rolled out to all applicable clients and Dashboards.

During the rollout phase, one of the things we focus on most is communication. There are a plethora of ways we make sure to alert FH admins and clients of upcoming features and rollouts, including the communication avenues below.

FH Admin feature rollout communication:

• Internal Messaging: At the time of release, the Product Communications team will post in the #product-updates Slack room and send an email to relevant departments with more in-depth information.
• Help Center: Updated Help Center documentation will give cover things like setup instructions, video tutorials, and additional information as necessary.
• Lessonly: If necessary, new content will be published in Lessonly for employees to learn and test their knowledge on the new feature.
• Changelog: As soon as a feature pushes to production, it will be posted as an update in the Internal Changelog.
• Training: If necessary, the Product Enablement Manager (PEM) will be leveraged to deliver advanced instruction or training on the feature.

Client-facing feature rollout communication:

• Dashboard Changelog: We make sure to call out any newly available features in the Dashboard Changelog
• Direct communication: If necessary, we’ll also reach out directly by phone or email (depending on the scope of the feature).
• Help Center: Updated Help Center documentation will give cover things like feature overviews, instructions, and additional information as necessary.

Post-Rollout

Feedback

After rollout, feedback is gathered and sorted to see which improvements, if any, will be developed or fixed.

Updates

If needed, updates are made to the feature. Updates are communicated following the same loop, and the process repeats.

Team members and points of contact

There are several people who help make this process work. Read more below to learn about what they do, including who to reach out to if you have questions.

Product Enablement Manager

Product Enablement Managers are involved with feature development and rollout, with a focus on internal stakeholders (primarily FH Admins). These people help ensure that releases run smoothly for all tier levels, with an emphasis on T4, T3, and T2 accounts. They help source feedback after feature releases to finish the rollout loop and ensure successful implementation across all Dashboards.

They will work to share knowledge with other offices and ensure that all necessary FareHarbor stakeholders are prepared for successful feature release and usage.

Product Marketing Manager

Product Marketing Managers are also involved with feature development and rollout, but with a focus on external stakeholders (primarily clients). These people help ensure that releases run smoothly for all tier levels, with an emphasis on T4, T3, and T2 accounts. They help market and properly pitch the value of new features, as well as source feedback after releases to finish the rollout loop and ensure satisfaction.

They will work to share knowledge with other offices and ensure that all necessary FareHarbor stakeholders are prepared for successful feature release and marketing.

Product Champions

Product Champions are responsible for being the liaison between their team and Product. Within each office, it is the Product Champion’s responsibility to answer questions and gather feedback to relay to their respective Product Enablement or Product Marketing Manager. Learn more about Product Champions.