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Listening to your users, from 1 to 1 Billion

Listening to your users, from 1 to 1 Billion

Christopher MANEU

October 21, 2022

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  1. 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
  2. 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!
  3. 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
  4. @cmaneu Two different apps A manual unit conversion, with pen,

    paper and a (physical) calculator All data quality metrics green
  5. @cmaneu 10 min lost per operation A high risk of

    calculation errors Requires personal hardware (pen, paper, calculator)
  6. 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.
  7. @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 • …
  8. @cmaneu Customers don’t always tell the truth • Lean on

    telemetry • Include telemetry data with in-app feedback
  9. @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!
  10. @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": "", "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/ (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
  11. @cmaneu Scaling Microfeedback Any PM should be able to add

    a feedback piece in a service without days of development. <MicroFeedback inline dislikeQuestion={followUpOnDislike} likeQuestion={followUpOnLike} likeIconTitle="Like" dislikeIconTitle="Dislike" sendFeedback={sendFeedbackCallback} sendFollowUpIndex={sendFollowupIndexCallback} thanksText="Thank you!" tokens={{ followUpBackgroundColor: 'lightgrey' }} /> Microfeedback.jsx
  12. @cmaneu User community programs Uservoice-like platforms for features ideas and

    priorization Discourse-like forums for trends & co-building with the community
  13. 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
  14. 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
  15. Make the feedback actionanble  What success look like? 

    What metric can you put in place  Gather the necessary context  Tie back to your objectives
  16. 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