So I wanted to just give everyone an insight into what goes on behind the scenes are JooVuu during the week. The times are more ‘rough’ than precise, I stupidly have been writing this in note form and then writing it up, on top of that I’ve been writing it up when I have a chance, not as I go along, so as such timings may be off. However, everything below is what happened within about 15ish minutes of it actually happening. Hope this gives you an insight. I’ll post 1st/2nd Octobers diary on Friday.
Go to bed around midnight
I get up to go to the toilet and as usual check my phone, I have 43 emails already waiting for me – I reply to the important ones, logon on the Skype and chase up who I need to on there, I fire an email off to Emma giving her an updated brief. Get to be round 415ish
I’m up. I logon and check DCT, RCGroups, the beta testing forum (even though I checked this about 6 hours or so go
We get word DHL have fucked up massively and lost samples – in over using DHL 1000 times, they have only ever lost 2 samples one a bund of 40 Mobius’s about 6 months after we started, the second was the JooVuu X samples….I’m not happy as these are for retailers as well.
I start the customer service for JooVuu.
Emma ‘starts’ work – realistically she usually does about 4hours in the morning for us already, she liases, chases up, communicates, repeats, with the firmware team and the hardware team – she represents JooVuu’s interests, today she’s testing the last cameras we are sending out, every function, writing every problem down, re-testing, reporting to the relevant team (firmware or app)
I’m now trying to find a solution to the DHL problem
Starting the work on the launching the price – this is not just a simple – add a price and boom. I know I’m going to get blow back on the price – with the launch of low cost A7LS camera’s customers are going to be flummoxed about the price – so I’ve been writing a piece for about 3 weeks now, so need to get that finished.
There’s a problem with the payment system on JooVuu
There’s a problem with the order system on Joovuu
Joovuu is now offline
It was my fault I was tinkering with something and I should not have been
I have forgotten to submit my VAT for June, July August – that is now my immediate priority
Finished VAT. Look at customers again, some of them I have not a clue on so I get Emma to help me
A major problem we thought we had fixed in the JooVuu X is actually back with avengence – off we go again, we think it is app related but could be firmware, unfortunately the lead engineer on the firmware development is now on Autumn holiday and won’t be back until October 7th. We finally get an answer from a lower engineer who confirms it is the app company who need to solve this problem
We tell the app company this, they say actually that’s wrong, they only read values and send values at x y and z – as such this is firmware problem. I cycle to work.
To cut a long story short eventually we agree this is an app problem, though firmware had changed something without telling us or the app company – app company chase this up
App company have found the problem (they think) and are working on a solution but it’s quite complex and as such it’s going to take them a day or two
I get back from lunch and go on DCT RCG and message other people, checking what is going on and trying to guage the current mood for the Joovuu X
I do the customers again, making sure everyone is answered and any re-ships or lost parcels are able to get out in todays post
Parcels done and customers, this means if any order or customer queries about lost postage, missed items etc come in before 255 we can get them away
Post comes, between 2-3 Emma and I have chased up various other problems and Emma has gone through now virtually every function on every camera she’s shipping out – what’s odd saying but very good is every camera is working identically and has the same problems – this means it’s not hardware and firmware related, this is a major hurdle.
Emma is meant to finish work at 3 but almost without fail finishes works later, usually resulting in me telling her to go to bed. As usual she has been instrumental in getting problems solved – this is not a one off but a daily thing, no doubt she’ll be doing this tomorrow. She’s probably done about 11 hours today.
The day calms down a lot once the parcels have gone, I focus on customers again, check forums, talk to some, but this is the time we get a lot of the ‘B’ work done (B work = stuff that is not immediately pressing), we’re looking at taking out adverts in a national newspaper, looking at which YouTubers may be interested in reviewing our JooVuu X, which retailers we could approach for them to stock it, which people have approached us on forums to review it, design tweaks for the website, roadmap for the future features of the JooVuu X, a lot of the work that will probably never see the light of day.
After doing the customers one last time, I decide to call it a day.
I cycle home – this part is probably my favorite time of the day, phone off, no internet or computers or anything, just me, and speeding vehicles. I think about everything I need to do, which is an astronomical sum, but my mind starts wondering to the future, maybe the JooVuu X will sell tens of thousands, if it did, I could do so much, my idea for a different kind of action camera could work, same for aerial photography, same with a different kind of security camera – then reality hits, a car has literally missed me by about 10 cms by cutting in front of me to turn left, I slam my breaks on – and it is a great reminder to live in the present not the future. I focus on the price launch tonight. I realize I’m not happy with the piece about the price of the camera – I’m going to re-write it.
Get home, re-write the piece, it’s not a total rewrite but a large re-write.
I’m cooking dinner for a friend and my flatmate tonight, which I love so I get about 2-3 hours of distraction which is great…I only check the customer service 2-3 times in that time and only answer a few emails.
I go through everything for the launch of the price, everything on the website is what I want – I’ve now gone over it so many times, even if someone had hacked and put a giant cow doing the tango animation on my website I probably wouldn’t notice it. I’ve got about 45 minutes or so to kill, I go on RCG and DCT, I also do a few customers.
I realize I forgot to add a ‘join waitlist’ button for the Joovuu x on the shop page – gotta get that up and running asap.
I launch the price, everything goes off fine.
I start going to bed, and then I notice the countdown clock on the website is off by 5 minutes, I correct this.
somehow our entire front page code is now ruined – literally no idea, I fire an email off to IT and start investigating myself.
I find the problem and fix it, finally bed time. I go to bed feeling pretty happy about the JooVuu X and again I wonder if this camera might just make it.
I decide to stay at home all day today. I have a feeling today will not be a good day. My optimism of the Joovuu X is replaced by dispare, the money I have invested in this I could have bought a house, or had a very nice deposit for a house/flat, why oh why did I not do this? What was I thinking? I’m an idiot. The JooVuu X will be crap, everyone will give it bad reviews, it will have hundreds of problems, and that’s all the money wasted. I realize this is ridiculous because at least my parents will buy 1 camera. Well now I only have to recoup about 99.85% of my costs. Marvelous. I don’t even bother turning my computer on, I have 30 messages from Emma, 1 email from the app company, two in the beta testing forum, and people are starting to react on rcg and dct to the price.
Emma is testing the last of the samples again with an updated app, some problems have been solved but a lot still remain. These problems aren’t major, they’re just incredibly irritating. She’s discovered a problem with the GPS player that is not reading the files correctly. Each problem she is splitting into app/firmware problem. I’m starting with the customers, I’ve had a pretty chilled first hour, I woke up, then dozed, then woke up properly. The customers are pretty good, no real tough ones, with three saying they’re very impressed with the customer support, that cheers me up.
Even though it may not seem like it to the testers, we’re going over all their old problems to make sure they have gone, plus we’re seeing what they are saying and getting it relayed – the app company provides me with an update.
Today is far more of a chilled day until I see a post about customer service and warranty. I kind of lose it and write a blog post – I know I shouldn’t swear, but at the same time, JooVuu has a reputation for being an emotional company and not a corporate soulless monster so I decide to keep the swearing, this should be interesting, I decide to put notifcations on DCT and RCG for reaction to my blog post.
Reaction starts coming in – I’m a wuss and hide to begin with, I’ll distract myself with other things.
I have breakfast and go over the UX of the website, making sure when it does launch customers can click and buy a product in 5 clicks. JooVuu-x.com, shop, add to cart, check out, purchase. Boom. It’s working nicely and I’m happy with the flow. Emma and I are still humming and arghing about what products to offer as accessories when it goes live. I’m going to just have to test every accessory thoroughly with my new sample and see what works and what does not – I’ll need to clear enough work this week to do that on Friday or next Monday.
Emma comes back, she’s not happy, at the same time I check DCT and RCG for the blog post. DCT is far more receptive to the cost and post, and RCG whilst receptive to the post is not that receptive to the price – I guess different markets have different needs, I’m okay with that. Back to Emma. Emma has gone through every function on the app and camera and she’s got a long list of bugs and faulty things – I’m now not happy as these things should not be occurring – we use WeChat to show the app company as WeChat has a ‘snippet’ function where you can record like 10 seconds of video and send to people. Emma shows 50 problems. I’m now really not happy at all – these errors are basic and sloppy. The developer is perplexed but listens and goes back. 1 hour later he finds the problem for most of them (about 25) it’s a threading error and as such corrects it. Tonight’s build should fix this.
This ends round 1430 – I’m not doing parcels today but customers I haven’t done since early morning, so get right back on them, get most of them knocked out (except 2) and liase with the parcel people to give them an update on some customers.
I start having doubts about the blog post – it was too aggressive, too unprofessional, I shoudn’t have done it, I’m editing it. No wait, stick by your decision Dan – you did this, you either fix it or live with the consequences, don’t back out, what does that say – you can’t back out just because there is backlash, you fix it. I go about trying to fix it, then I feel myself getting worked up again – the best thing to do is to leave this till tomorrow – something I hate doing, but I can’t risk it. I physically logout of DCT and RCG something I haven’t done in about 1year. Emma leaves virtually on time today – a rarity and I can tell she’s starting to get a bit frustrated with the app company. I make a mental note to tackle this tomorrow.
I start the workings for creating a proper promotional video for JooVuu X. Looking at a small script or typed text for the promo. I only want it to last about 30 seconds including video so it does not need to be long at all.
My god this is hard, but think I have a pretty good basis now. Whilst I’ve been working on this I’ve realized I should probably try and create an ‘explanation’ video of the Joovuu X – so I start work on that, all data indicates it should be no longer than 90 seconds long , I look at demographics, and so much other data to look at what should be included, I start gathering it.
My DHL parcel has left HK, this gets me excited, though after today I’m pretty down about the whole JooVuu X…all that money blown when I could have gotten onto the housing ladder. What was I thinking? It’s hard to take all the abuse and criticism just for Joovuu yet alone a camera that I’ll produce. Can I physically take it, watching something you love being ripped apart is going to be tough and plus all that money wasted. Oh well nothing to lose now…oh wait.
I do the customers one last time, and fire off some emails emails and message Emma with a few things.
I wake up and check my phone, everything is playing on my mind. Emma has messaged me 34 times, I manage a generic – I’m getting this chased up. I get back to bed, I feel guilty for not actually chasing it up, so do chase it up.
I’ve slept through my alarm for 1.5hours with it going off for 1 minute every ten minutes. I have no idea how I’ve slept through it. I wake up to a further 74 messages from Emma. Emma has said the app has fixed a lot of problems but still a lot remain – well now the app company has no reason not to see the problems, emma has done a short video for each problem – fantastic work, work that I could never do ever without her and continue the development of the Joovuu X and JooVuu. I’m not sure if the app company is grateful or annoyed but I don’t care, these will be fixed.
Check RCG, DCT, reply and try and draw a line under the blog post yesterday. I apologise as I need to, I was out of line.
Emma hands the last camera off to the shipping company, she hasn’t managed to test this one as thoroughly as the rest but it’s gotta go before the Autumn Festival on 1st October otherwise it won’t ship for a LONG time.
I decide I need to update the diary, the notes I have been taking are stacking up and need to update and get everything down.
Do customers again , can’t have a day like yesterday where I did not do them for 4 hours. A customer is not happy about the WPC. More criticism, more hurtful words but life goes on, there’s a problem, gotta solve it. He has come up with some pretty good ideas, whilst maybe not viable for production, it has given me an idea or two for the next production run of the WPCs and how it can be confirmed, sadly that won’t be for about 1-2 months. But I’ve fired an email off the manufacturer of the WPC only to remember they won’t see this till October 7th/8th at the earliest and they’ll have so many emails it’s probably just better to wait till 10/11th and instant message them then. Another guy is continuing to slag JooVuu/me off, there’s no pleasing some people and whilst it goes against every ounce of will in my body I somehow ignore him and think, ‘no pleasing everyone’. We’ve served almost 20,000 customers and to have less than 5 who hate you, well I’m pretty happy with that.
Emma is writing a blogpost about what it is like to work on the JooVuu X and JooVuu and for me, I’m scared and nervous, I work her incredibly hard, but every time I think she has reached her limit she smashes through it. If the Joovuu X becomes successful she will be leading my Chinese operations. We’ll see if she feels the same about me.
Get an update from the app company. Do customers again, got them down to 3, 2 I’m waiting on for an update from the Royal Mail to do with their lost cameras.
Speeding up the JooVuu X website back-end, looking at further optimization and security for AWS.
Emma sends me her blog – again she never stops amazing me with her capability. I was going to get up later this week or next week, but decided with the JooVuu X launching for pre-orders next week it’s probably best if I get it up this week. It’s got grammar and spelling mistakes but 85% of it is great. A guy on DCT also emailed us with some suggestions and encouragement – I always try to respond to people who email us personally, one because if they took the time to email me, I should take the time to respond to them, and two because ideas are ideas and I never like to say no and love to see what we can do. His idea is pretty good and something we had originally looked at, if he’s thinking about it, it usually means other people are and as such I’ll put it back on to the list of things to investigate sooner rather than later, the problem is money time and resources, but I can at least get the ball rolling. His encouragement is especially nice to receive and really does mean a lot to me and JooVuu. It does keep us going.
Emma is virtually done, she’s about to go on holiday until the 12th October, and it’s going to be hell – I’ve thrown everything at her I can imagine, all the crap work I needed doing, all the major work that has to be done, and everything in between, and she’s done it and passed with flying colours. I genuinely cannot think of anything else to get her to do before she goes on holiday. I get the app developer to ask her any questions he has before she goes on holiday – none from him. Emma is done. I give her an hour off, plus an extra 1.5 days as the work she has done since has last holiday (may/june) has been incredible and she deserves the extra break.
I’ve smashed all but 3 customers. I have an incredible long list of things that need to be done, but I need a break – The Martian is out and I want to see it.
All through the film I was communicating with the app developer, they’ve solved more bugs but are limited by a few parts in the firmware which need to be sorted, which can’t until about the 8th Oct, this now slows down their development as they are restricted, I tell them to shift focus onto the iOS development in the meantime. I download the app and give it a quick test (without the camera) and it’s more quicker and responsive…looking good.
I’m paying for going to see the Martian – I release the app on the beta testers and ask for feedback, everyone should be getting their new cameras tomorrow or Friday so feedback should be coming in thick and fast – I’m hoping for: OMG EVERYTHING JUST WORKS but I know it will be more like….I HAVE A B C D E F G H etc problems. I get my ‘bug tracker’ in order, I write down all the problems we know of, I’ll get these posted for everyone to confirm and check out, and plus minimizes duplication.
Back on DCT and RCG, I do more customers, and go over the website. JooVuu has had a massive dip in sales for the last three days – no idea why. It could be due to a variety of factors but I open up google analytics and see what is going on. It seems our website is glitching and altering payment systems and loading times. Not good, nothing I can really do now though, and as such, I make a note to get chased up first thing tomorrow.
I need to change the dynamic of the JooVuu X website, it’s too ‘one dimensional’, it needs to feel nicer, be warmer, and provide more information in a condensed format. I start the re-designing process. This is not easy to do, but something that I think will benefit JooVuu X in the long run. I need to include more multimedia everywhere, and make the integration seamless. Videos need to be more prominent and purposeful (we currently have 0 so can only improve there), so I start wireframing this.
I set my alarm for 4am on Thursday – the JooVuu X arrives (production sample). I want to finish all work, parcels, customers, RCG, DCT, emails, everything except the app (for obvious reasons) before 8am, when I can pick the parcel up. I’m then going to have an entire day with the camera. Create some videos for people to see, plus create some driving sample videos. That reminds me, need to get the content management system up and running on the website. Hopefully getting a lot of videos in the next few days, video FAQ for the JooVuu X, video samples, unboxing etc.
Crap RMA system needs to be changed for JooVuu X, it’s over a month away the JooVuu X launch but need the RMA system up and running and smooth, advertising JooVuu X as being hassle free, no one wants a bad return so that has to be like gold by the time we launch. I can afford about 1 hours of work before I need to get to bed.
RMA systems are not easy. I hate them. Oh well. I’ve done a lot, I’ll have to get this sorted another time. Content system is looking okay, but will only tell once all the content goes on.
It’s like Christmas for me. It’s hard to sleep, so get up and do some more customers. Looking back at how long this blog is, I think it is better if I split this in to two parts. So I’ll post this now.