How Snapchat Teaches it’s Users New Features

As someone who is in their late 20’s, I’m fascinated with Snapchat. It’s the platypus of social apps and I don’t get it like younger people do. A couple of weeks ago SnapChat released the 2.0 release of their messaging features.

For social services like Snapchat a big feature release is one of the biggest days for your service. You’ve spent months developing the newest features. If users can’t find these new features it could mean a loss of revenue or engagement. Often times a popular way to teach users about new features is an overlay called a coach mark.

I decided to fire up Snapchat to check out the new messaging features. I quickly realized that in their platypus way, they might have cracked a new way of teaching users about a new feature.


When users viewed the Snapchat Discover stories (generally reserved for content from the likes of ESPN, CNN, Vox, etc.) the first story was from Snapchat.


The first screen of the story was a coach mark used to explaining some new UI interaction. Right away users were being taught how to use the new features.


Next, if there was any doubt about what you were viewing, you were told that you were being shown new features.

The next few screens weren’t great to screenshot (they were animations), but they went through all of the new calling, video chat, and sticker capabilities of Snapchat.


Finally, at the end it told you that those features were available now and gave you an opportunity to get even more info.

While I might not be enamored in the faceswap culture that Snapchat has popularized it is a great place to see how new releases and features are being shown to users to help engagement. I’m extremely interested in their decision to use a spot in the Stories section to show users the messaging capabilities; For perspective I can’t remember the last time I learned about a new Facebook feature. The next time that you’re involved with the roll out of a new feature in your service think about a unique way that you can reach your users to teach them how to use your big new release.

Support Driven Compensation Survey: Looking at Gender Pay

I had a chance to look into the numbers and results from the 2016 Support Driven compensation survey. In this survey Support Pros from around the world answered questions regarding their experience, gender, city size and other factors that go into a salary. This year we had 196 responses to survey (compared to 60 last year), and we had respondents convert their salary to USD. In all the average salary of someone who took our survey was $68,438.31, nearly $3,000 more than last year.

If you’re interested in the data yourself the raw data be found here.

For me the one of the most interesting pieces of data to take a look at is the gender pay gap; so interesting I decided to spend my first look at this data only going through Men v. Women pay. This topic has filled news stories in the US recently as the US Women’s National Soccer team brought their pay disparity from their male counterparts to court.

Support Driven Men v. Women Pay


  • Average $70,565.95
  • Median $68,900.00


  • Average $65,338.00
  • Median $65,000.00

Did not disclose gender:

  • Average $86,666.67
  • Median $80,000.00Gender Plot

This year we had 89 women, 104 men, and 3 declined to identify a gender who took the survey. We do see that men as a whole did make roughly 7.5% more than women; Though when we look deeper there are 3 men who are outliers making above $130,000. If we remove those 3 outliers men average $68,157.02 which brings the difference to 4.2%. It’s great to see that there isn’t a massive 20% gap that you might see in other professions, but there’s reason that can’t and shouldn’t become a 1:1 difference.

I decided to look into the pay gap between the different roles we had respondents choose that represented their current job (keep in mind there are many different ways to slice looking at gender pay, this represents how I looked at it for this post). They were:

  • I help customers
  • I lead a team (but I’m not head of support)
  • I’m in charge of the entire support operation

“I help customers”


  • Average $59,104.27
  • Median $55,000.00


  • Average $58,780.00
  • Median $60,000.00

Did not disclose gender:

  • Only one response $60,000.00

_I help customers_ Plot

We see the numbers nearly 1:1, this is great! The women median also hints that if you removed the two $100,000+ outliers from the men tally the women who took the survey would average more. To me, this is one of the most important measures; generally those in a “I help customers” role will be just starting out their Support Career, if there were to be a systematic pay gap it’s possible we would see it starting here.

“I lead a team (but I’m not head of support)”


  • Average $70,137.44
  • Median $68,800.00


  • Average $59,220.00
  • Median $60,000.00

Did not disclose gender:

  • Only one response $80,000.00

_I lead a team_ Plot

Woof! This is where things don’t look great, but maybe the numbers are not as bad once you look deeper into the data. For one, we had 15 women who responded here, 27 men, and 1 declined to submit gender; so there were more men to skew the numbers in their favor. 8 of the men reported being in a “$$$$” cost of living city (think San Fransisco, London), while we only had 4 women from those cities. 11 of the men reported having 5+ years of experience while 5 of the women reported having under 2 years of experience. The pay gap here isn’t great, it makes more sense when I saw the men in general were living in more expensive cities and had more experience.

“I’m in charge of the entire support operation”


  • Average $78,973.59
  • Median $80,000.00


  • Average $78,678.00
  • Median $77,000.00

Did not disclose gender::

  • Only one response $120,000.00

_I'm in charge of the entire support operation_ Plot

We see right away when you put the genders next to each other when they listed their role as running the entire support operation the salaries average out to be almost be 1:1. The difference here seems to be at the upper limit, 11 men make $100K+ while only 6 women meet that criteria.

Wrap Up

I’m really impressed as a profession, and a community on how we’re doing; though progress has to be made to make the gender salary gap non existent. The team lead data isn’t great to see, but I’m confident with more salaries from women reported the gap wouldn’t be as big and shedding light on the gap can help shrink it. We had 37 respondents say they had under 2 years of experience and 17 of those were women who help customers. Knowing how talented the Support Driven Community is, that means we have 17 possible women future team leads and are now equipped with more information in their salary negotiations.

Gender wasn’t the only question we ask respondents about. If you’re interested in seeing the average pay behind the question of:

  • Support team size
  • Experience
  • Local Cost of Living
  • “Do you work remotely?”

Check out the chart breakdowns I put together.

Thank you to the Support Driven #Draft room for help editing this post; especially Jim, Michelle, and Hoon. Not a member of the Support Driven Chat? Join here. I hope you have a fantastic day.

Charting out the Results of the Support Driven Compensation Survey

This year with the Support Driven Compensation survey I decided to dive deep into the state of gender pay in the Support profession. I still wanted to break out some important pay aspects. Below you’ll find the averages and medians for:

  • Support team size
  • Experience
  • Local Cost of Living
  • “Do you work remotely?”

If you’re interested in the data yourself, the raw data be found here.


Mega (3):

  • Average    $66,166.67
  • Median    $80,000.00

Very Large (21):

  • Average    $76,127.76
  • Median    $65,000.00

Large (9):

  • Average    $61477.78
  • Median    $66000.00

Medium (43):

  • Average    $70,732.04
  • Median    $70,000.00

Small (64):

  • Average    $71,195.00
  • Median    $68,000.00

Very Small (56):

  • Average    $61,884.00
  • Median    $58,500.00

Support Team Size Plot.png


I’m new (1 – 2 years) (37):

  • Average    $54,354.09
  • Median    $55,000.00

I’ve been doing this for a few years (3 – 5 years) (83):

  • Average    $66,767.52
  • Median    $65,000.00

Support is a way of life! (5+ years) (76):

  • Average $77,120.00
  • Median  $74,000.00

Experience Plot.png

Local Cost of Living

$ (e.g. Manila, Delhi, Hanoi) (4):

  • Average    $42,750.00
  • Median    $35,000.00

$$ (e.g. Tallinn, Warsaw, Bucharest, Santiago) (34):

  • Average    $59,007.00
  • Median    $55,000.00

$$$ (e.g. Nashville, Birmingham, Vienna, Austin, Las Vegas, Tel Aviv) (90):

  • Average    $63,793.31
  • Median    $64,000.00

$$$$ (e.g. San Francisco, Hong Kong, Sydney, London, Paris, New York) (68):

  • Average    $80,812.92
  • Median    $77,000.00

Local Cost of Living Plot.png

“Do you work remotely?”


  • Average    $67,695.79
  • Median    $65,000.00


  • Average    $68,939.67
  • Median    $65,441.00

    _Do you work remotely__ Plot(1).png