Listening to your users, from 1 to 1 Billion

Transcript

1. Christopher MANEU Principal Cloud Advocate – Microsoft @cmaneu | maneu.net
2. @cmaneu
3. Why listen to your users? How to do it? How to close the loop? Agenda
4. Why listen to your users? How to do it? How to close the loop? Agenda
5. Images from https://www.youtube.com/watch?v=7rb3vX86RUQ
6. Images from https://www.youtube.com/watch?v=7rb3vX86RUQ
7. Images from https://www.youtube.com/watch?v=7rb3vX86RUQ Position Apple Watch in the frame
8. Position Apple Watch in the frame Okay!
9. Video from https://twitter.com/ow/status/1569218096665341959?s=46&t=tasohM2owCgVvQItrbZiwQ
10. Images from https://www.youtube.com/watch?v=7rb3vX86RUQ
11. 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
12. 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!
13. Customer discussions Customer data Context
14. EXPERIENCE
15. 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
16. @cmaneu L’abus d’alcool est dangereux pour la santé. Consommer avec moderation ☺
17. @cmaneu Two different apps A manual unit conversion, with pen, paper and a (physical) calculator All data quality metrics green
18. @cmaneu 10 min lost per operation A high risk of calculation errors Requires personal hardware (pen, paper, calculator)
19. Why listen to your users? How to do it? How to close the loop? Agenda
20. How to listen to your users?
21. @cmaneu Develop an empathy mindset
22. Work Chronicles | Comics about Work (@_workchronicles) / Twitter
23. Work Chronicles | Comics about Work (@_workchronicles) / Twitter
24. Work Chronicles | Comics about Work (@_workchronicles) / Twitter
25. Work Chronicles | Comics about Work (@_workchronicles) / Twitter
26. 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.
27. Roles around User Listening Customer Support Customer Success Manager Developer Relations Community Leads
28. Process: When to do user listening? From ideation to continuous improvment
29. @cmaneu
30. @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 • …
32. @cmaneu
33. @cmaneu I’m going to start eating healthy… Me Also Me ☺
34. @cmaneu Customers don’t always tell the truth • Lean on telemetry • Include telemetry data with in-app feedback
35. @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!
36. @cmaneu In-app Feedback
37. @cmaneu In-app Feedback
38. @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
39. @cmaneu Tech & Business In-app feedback
40. @cmaneu Microfeedback
41. @cmaneu Microfeedback
42. @cmaneu Microfeedback > Followup
43. @cmaneu
44. @cmaneu
45. @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
46. @cmaneu
47. @cmaneu User community programs Uservoice-like platforms for features ideas and priorization Discourse-like forums for trends & co-building with the community
49. 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
50. Why listen to your users? How to do it? How to close the loop? Agenda
51. 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
52. Make the feedback actionanble  What success look like?  What metric can you put in place  Gather the necessary context  Tie back to your objectives
53. Surface feedback in development backlog
54. Surface feedback in development backlog
57. Surface feedback within the company
58. Surface feedback within the company
59. @cmaneu
60. Be relentless
61. Be relentless
62. Bibliography
63. 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
64. Questions
65. Thank you Follow me @cmaneu Slides available at maneu.net/talks https://maneu.org/listening-users