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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. 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 • …
  31. None
  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
  48. None
  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

  55. None
  56. None
  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