Malt Academy - Listening to your users, from 1 to 100 Millions

Transcript

1. Listening to (y)our users
   from 1 to 100 Millions
   Christopher MANEU
   Startups Cloud Advocate @ Microsoft
   @cmaneu
   

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2. @cmaneu
   

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3. @cmaneu
   Listening to (y)our users
   Why listening to our customers?
   How to do it?
   What ‘s needed to get this back
   into development process ?
   

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4. @cmaneu
   Why
   

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

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6. @cmaneu
   Two different softwares
   A manual unit conversion, with
   pen, paper and a calculator
   

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7. @cmaneu
   

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8. @cmaneu
   Yesterday, Doctolib killed my presentation
   https://maneu.org/listening-users
   

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9. @cmaneu
   Only good reasons to listen to your customers
   Inform Product
   Management
   decisions
   Asses Product-
   Market fit at
   feature level
   Seize uncovered
   market
   opportunities
   

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10. @cmaneu
    Continuous feedback is a pillar of DevOps
    https://aka.ms/devops-definition
    

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11. @cmaneu
    How
    

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12. @cmaneu
    Develop an empathy mindset
    

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13. @cmaneu
    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.
    

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14. @cmaneu
    When to do it?
    From ideation to continuous improvment
    

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15. @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
    • …
    

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17. @cmaneu
    Ways to collect feedback
    • User sessions, Behavioral analysis
    • User community program
    • App review
    • In-Product Feedback
    • Microfeedback
    • Top Program Users
    • Customer support
    • User advocacy teams (CSM, Advocates)
    • Customer Champs
    

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

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19. @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!
    

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20. @cmaneu
    In-app Feedback
    

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21. @cmaneu
    In-app Feedback
    

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22. @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
    feedback.json
    

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23. @cmaneu
    Tech & Business In-app feedback
    

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24. @cmaneu
    Microfeedback
    

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25. @cmaneu
    Microfeedback
    

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26. @cmaneu
    Microfeedback > Followup
    

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27. @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
    Microfeedback.jsx
    

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

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

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30. @cmaneu
    Our definition of done
    

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31. @cmaneu
    Our definition of done
    

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32. @cmaneu
    What
    

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33. @cmaneu
    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
    

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

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35. @cmaneu
    Surface feedback in development backlog
    

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36. @cmaneu
    Surface feedback in development backlog
    

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37. @cmaneu
    Surface feedback in development backlog
    

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38. @cmaneu
    

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39. @cmaneu
    

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40. @cmaneu
    Surface feedback within the company
    

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41. @cmaneu
    Surface feedback within the company
    

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42. @cmaneu
    

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43. @cmaneu
    Be relentless
    

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44. @cmaneu
    Be relentless
    

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45. @cmaneu
    Bibliography
    

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46. 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
    

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47. Thanks !
    Christopher MANEU
    Startups Cloud Advocate @ Microsoft
    @cmaneu
    https://maneu.org/listening-users
    

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