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

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

Christopher MANEU

March 04, 2021

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  1. Listening to (y)our users from 1 to 100 Millions Christopher

    MANEU Startups Cloud Advocate @ Microsoft @cmaneu
  2. @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 ?
  3. @cmaneu Only good reasons to listen to your customers Inform

    Product Management decisions Asses Product- Market fit at feature level Seize uncovered market opportunities
  4. @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.
  5. @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 • …
  6. @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
  7. @cmaneu User community programs Uservoice-like platforms for features ideas and

    priorization Discourse-like forums for trends & co-building with the community
  8. @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!
  9. @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 feedback.json
  10. @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
  11. @cmaneu Customers don’t always tell the truth • Lean on

    telemetry • Include telemetry data with in-app feedback
  12. @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
  13. @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
  14. 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