Dropbox customer service human being
Every task, job, problem, success - it’s all brand-new to everyone involved. If you’ve never been part of a small company that’s rapidly growing, let me take a minute to describe it to you.
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The product was a budding success, and the need for talent was massive. Systemizing aesthetics and the feedback processĭropbox was growing very quickly. A kind of a ‘you can do it, too’ spirit we wanted the user to feel.” “There were other factors of familiarity and approachability that we wanted to capture. “We weren’t simply being irreverent for irreverence’s sake,” Jon remembers. He understood illustration would be continually on the chopping block, so Jon took every chance he could to build meaning and value around the work that he did. However, Jon wasn’t disheartened by the debate, and he didn’t take his initial wins for granted. This debate will go on in every company throughout time. A desire to be innovative or different will always meet its counter argument to do what is expect and tested.
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Many of our early hires went on to say ‘your jobs page was different from every other one out there, and I saw myself being a part of what you were trying to do.’” *–Jon YingĪt this point, you probably see a pattern here. An illustration of a raptor, eagle, and shark was used on our jobs page. It worked for our users, but perhaps more importantly, it attracted the type of employees we wanted at the time.
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*“The early days were all about irreverence. 404 pages are a moment of frustration, and Jon was making a joke? The challenge had to be raised again: “Do we want to be a company that does this kind of crazy stuff?” But putting them in the product? That’s crazy talk! Convention was loud and clear that this color pencil drawing of insanity was an unprofessional approach. Creating silly drawings on the blog or in emails is one thing. However, despite internal praise, there was another roadblock for Jon to overcome. Jon drew a version of the Dropbox logo à la Escher, and it was a big hit internally. They picked out some colored pencils and drawing paper, and voilà, the Dropbox aesthetic was born. Arash decided the two of them would go to the Walgreens downstairs and buy some art supplies. The only problem was that Jon didn’t have any drawing supplies other than plain ol’ pens. This would be the first introduction of illustration inside the actual product. He was the most connected to the users, and Jon was damn good at connecting with an audience at a universally human level.Īs the need for illustration grew, one of the next challenges was to draw something for the 404 page. After all, in the early days, Jon worked in customer support. Ok, not really - it was actually just a meeting, but in that meeting, co-founder Arash Ferdowsi passionately fought for Jon Ying’s vision. It took a long, drawn-out Dance Dance Revolution battle between the two founders. This decision was hashed out in an absurdly unconventional way. In the early days of a company, these decisions can become hard to untangle, as it’s often two heartfelt, passionate beliefs pitted against each other. People started writing in and tweeting to apologize for hurting us by leaving.
#Dropbox customer service human being Pc
The image we made was a weeping PC with a thought bubble with a broken heart inside. “ I made a drawing for an email campaign sent to people that recently downgraded from Dropbox Pro. He believed it could even help retain customers through some tough times. However, Jon believed simple universal drawings connected on a human level and inspired empathy when things might not be working right. The drawing could actually cost the company. If they didn’t trust that Dropbox was going to take care of their needs, they were out. Who are we? Should we be just like all the other respectable companies and play it safe? Or should we try something interesting and make a statement? The decision to publish the stick figure wasn’t easy, but it was an important decision. The image portrayed a stick figure chasing after a bug with the intent to smash it to oblivion, and it sparked an intensely debated existential question for the company.
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Jon Ying, who does not consider himself an illustrator, drew a piece for a blog post about some bugs they were working on. Illustration at Dropbox comes from very humble beginnings.