Upgrade to Pro — share decks privately, control downloads, hide ads and more …

Listening to your users, from 1 to 1 Billion

Listening to your users, from 1 to 1 Billion

Christopher MANEU

October 21, 2022
Tweet

More Decks by Christopher MANEU

Other Decks in Technology

Transcript

  1. Christopher MANEU
    Principal Cloud Advocate – Microsoft
    @cmaneu | maneu.net

    View full-size slide

  2. Why listen to your users?
    How to do it?
    How to close the loop?
    Agenda

    View full-size slide

  3. Why listen to your users?
    How to do it?
    How to close the loop?
    Agenda

    View full-size slide

  4. Images from https://www.youtube.com/watch?v=7rb3vX86RUQ

    View full-size slide

  5. Images from https://www.youtube.com/watch?v=7rb3vX86RUQ

    View full-size slide

  6. Images from https://www.youtube.com/watch?v=7rb3vX86RUQ
    Position Apple Watch
    in the frame

    View full-size slide

  7. Position Apple Watch in the frame
    Okay!

    View full-size slide

  8. Video from https://twitter.com/ow/status/1569218096665341959?s=46&t=tasohM2owCgVvQItrbZiwQ

    View full-size slide

  9. Images from https://www.youtube.com/watch?v=7rb3vX86RUQ

    View full-size slide

  10. But, we are already listening to our customers!
    We collect a lot of data
    We implement features
    requested by the sales
    team
    We have a design team
    We are doing great on
    the business side

    View full-size slide

  11. You are doing X, then you must listen to your
    customers. Right?
    One of the DevOps pillar is feedback
    When doing Design Thinking, you
    need to empathize with the user
    You are a Lean Startup? You must
    go outside the building!

    View full-size slide

  12. Customer
    discussions
    Customer
    data
    Context

    View full-size slide

  13. Customer experience is more holistic
    than product management
    Even the best products can leave you with a bad experience
    Image from https://unfix.work/blog/jobs-to-be-done

    View full-size slide

  14. @cmaneu L’abus d’alcool est dangereux pour la santé. Consommer avec moderation ☺

    View full-size slide

  15. @cmaneu
    Two different apps
    A manual unit conversion, with
    pen, paper and a (physical)
    calculator
    All data quality metrics green

    View full-size slide

  16. @cmaneu
    10 min lost per operation
    A high risk of calculation
    errors
    Requires personal hardware
    (pen, paper, calculator)

    View full-size slide

  17. Why listen to your users?
    How to do it?
    How to close the loop?
    Agenda

    View full-size slide

  18. How to listen to your users?

    View full-size slide

  19. @cmaneu
    Develop an empathy mindset

    View full-size slide

  20. Work Chronicles | Comics about Work (@_workchronicles) / Twitter

    View full-size slide

  21. Work Chronicles | Comics about Work (@_workchronicles) / Twitter

    View full-size slide

  22. Work Chronicles | Comics about Work (@_workchronicles) / Twitter

    View full-size slide

  23. Work Chronicles | Comics about Work (@_workchronicles) / Twitter

    View full-size slide

  24. Culture of Feedback
     It’s not a criticism, its not only feedback
     Being a good listener is hard
     Split substance and emotional load
    This culture of feedback should be supported by management.

    View full-size slide

  25. Roles around User Listening
    Customer Support
    Customer Success Manager
    Developer Relations
    Community Leads

    View full-size slide

  26. Process: When to do user listening?
    From ideation to continuous improvment

    View full-size slide

  27. @cmaneu
    Launching a new service with Design Sprint
    • Pioneered by Google Ventures team
    • Variants used at thoughtbot, InnoLoft, …
    • Taking inspiration from
    • Gamestorming book
    • Design thinking @ Ideo & Stanford d.school
    • A lot of topics addressed
    • Business Strategy
    • Innovation
    • Behavioral science
    • Design
    • …

    View full-size slide

  28. @cmaneu
    I’m going to start
    eating healthy…
    Me Also Me ☺

    View full-size slide

  29. @cmaneu
    Customers don’t always tell the truth
    • Lean on telemetry
    • Include telemetry data with in-app feedback

    View full-size slide

  30. @cmaneu
    Learning from App Reviews
    Focused on 1-star reviews
    Look for specific feedback areas :
    • Performance
    • Login
    • Feature X
    • Lack of features
    Weekly review of the ratings. Compilation done by one, reviewed
    by the whole team.
    Do not review comments on Friday!

    View full-size slide

  31. @cmaneu
    In-app Feedback

    View full-size slide

  32. @cmaneu
    In-app Feedback

    View full-size slide

  33. @cmaneu
    In-app Feedback
    {
    "feedback.v": "1",
    "feedback.ts": "1451399541",
    "feedback.type": "Provide a suggestion",
    "feedback.title": "Support the developers",
    "feedback.body": "Hey,\r\nThis is a great Windows 10 app. I love it !\r\nKudos to the devs
    👸🏿🎋 ",
    "app.version": "3.0.8.0",
    "app.lang": "us",
    "dev.p": "windowsuniversal",
    "dev.family": "Windows.Mobile",
    "dev.arch": "Arm",
    "dev.brand": "NOKIA",
    "dev.model": "RM-937_eu_france_219",
    "dev.display": "432x768",
    "dev.osver": "10.0.10586.29",
    "dz.family": "Mobile",
    "dz.ua": "Deezer/3.0.8.0 (WindowsUniversal; 10.0.10586.29; Mobile; us; RM-
    937_eu_france_219)",
    "user.hasal": "True",
    "user.id": “XXXXXXXXXX",
    "user.country": "FR",
    "user.dal": "True",
    "user.ot": "None"
    feedback.json

    View full-size slide

  34. @cmaneu
    Tech & Business In-app feedback

    View full-size slide

  35. @cmaneu
    Microfeedback

    View full-size slide

  36. @cmaneu
    Microfeedback

    View full-size slide

  37. @cmaneu
    Microfeedback > Followup

    View full-size slide

  38. @cmaneu
    Scaling Microfeedback
    Any PM should be able to add a feedback piece in a service without days of
    development.
    inline
    dislikeQuestion={followUpOnDislike}
    likeQuestion={followUpOnLike}
    likeIconTitle="Like"
    dislikeIconTitle="Dislike"
    sendFeedback={sendFeedbackCallback}
    sendFollowUpIndex={sendFollowupIndexCallback}
    thanksText="Thank you!"
    tokens={{ followUpBackgroundColor: 'lightgrey' }}
    />
    Microfeedback.jsx

    View full-size slide

  39. @cmaneu
    User community programs
    Uservoice-like platforms for features
    ideas and priorization
    Discourse-like forums for
    trends & co-building with
    the community

    View full-size slide

  40. How to listen to your users?
    Empathy
    Culture of feedback
    Dedicated roles
    Leveraging existing roles
    App reviews
    Tracked links/docs
    In-app feedback
    Micro-feedback
    Emails
    GitHub
    Specialized platforms
    Dynamics Customer Voice

    View full-size slide

  41. Why listen to your users?
    How to do it?
    How to close the loop?
    Agenda

    View full-size slide

  42. Triaging the feedback
    Origin
    Internal
    Insiders
    Production
    Commercial
    ticket
    Area
    Accessibility
    Client
    Docs
    Dl & Install
    Performance
    Privacy
    Security
    I18n / l12n
    Feature /
    product
    Actionnable
    feedback
    & Bug Ratio

    View full-size slide

  43. Make the feedback actionanble
     What success look like?
     What metric can you put in place
     Gather the necessary context
     Tie back to your objectives

    View full-size slide

  44. Surface feedback in development backlog

    View full-size slide

  45. Surface feedback in development backlog

    View full-size slide

  46. Surface feedback within the company

    View full-size slide

  47. Surface feedback within the company

    View full-size slide

  48. Be relentless

    View full-size slide

  49. Be relentless

    View full-size slide

  50. Bibliography

    View full-size slide

  51. Image credits
    Photo by Gia Oris on Unsplash Photo by Emily
    Morter on Unsplash
    Attribution-ShareAlike 2.0
    Generic (CC BY-SA 2.0)
    Kristina D.C. Hoeppner
    https://www.flickr.com/photos/4nit
    sirk/3975502406/in/photostream/
    Photo by Arnaud
    Jaegers on Unsplash
    Photo by Annie Spratt on Unsplash
    Photo by Svetlana Gumerova on
    Unsplash
    Photo by UX Indonesia on
    Unsplash
    Photo by Annie Spratt from
    Unsplash

    View full-size slide

  52. Thank you
    Follow me @cmaneu
    Slides available at maneu.net/talks
    https://maneu.org/listening-users

    View full-size slide