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

1. Listening to (y)our users from 1 to 100 Millions Christopher MANEU Startups Cloud Advocate @ Microsoft @cmaneu
2. @cmaneu
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 ?
4. @cmaneu Why
5. @cmaneu L’abus d’alcool est dangereux pour la santé. Consommer avec moderation ☺
6. @cmaneu Two different softwares A manual unit conversion, with pen, paper and a calculator
7. @cmaneu
8. @cmaneu Yesterday, Doctolib killed my presentation https://maneu.org/listening-users
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
10. @cmaneu Continuous feedback is a pillar of DevOps https://aka.ms/devops-definition
11. @cmaneu How
12. @cmaneu Develop an empathy mindset
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.
14. @cmaneu When to do it? From ideation to continuous improvment
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 • …
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
18. @cmaneu User community programs Uservoice-like platforms for features ideas and priorization Discourse-like forums for trends & co-building with the community
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!
20. @cmaneu In-app Feedback
21. @cmaneu In-app Feedback
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
23. @cmaneu Tech & Business In-app feedback
24. @cmaneu Microfeedback
25. @cmaneu Microfeedback
26. @cmaneu Microfeedback > Followup
27. @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 Microfeedback.jsx
28. @cmaneu I’m going to start eating healthy… Me Also Me ☺
29. @cmaneu Customers don’t always tell the truth • Lean on telemetry • Include telemetry data with in-app feedback
30. @cmaneu Our definition of done
31. @cmaneu Our definition of done
32. @cmaneu What
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
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
35. @cmaneu Surface feedback in development backlog
36. @cmaneu Surface feedback in development backlog
37. @cmaneu Surface feedback in development backlog
38. @cmaneu
39. @cmaneu
40. @cmaneu Surface feedback within the company
41. @cmaneu Surface feedback within the company
42. @cmaneu
43. @cmaneu Be relentless
44. @cmaneu Be relentless
45. @cmaneu Bibliography
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
47. Thanks ! Christopher MANEU Startups Cloud Advocate @ Microsoft @cmaneu https://maneu.org/listening-users