ON PEUT ÉCOUTER UNE FOIS UN UTILISATEUR, MAIS PEUT-ON ÉCOUTER 10 MILLIONS D'UTILISATEURS UNE FOIS ?

Nous savons tous que la conception centrée utilisateur est fondamentale pour le succès d'un produit. Parmi l'ensemble des choses à faire pour y arriver, collecter du feedback de vos utilisateurs est l'un des points les plus importants pour prendre les bonnes décisions produits et techniques. Mais comment le faire ?
A la fin de cette session, vous aurez quelques techniques pour collecter ce feedback, mais aussi l'intégrer dans votre workflow de développements. Ces techniques proviennent de mes expériences à différentes échelles : de la startup qui tient dans une voiture aux équipes Azure en passant par Deezer.

Transcript

1. Listening to (y)our users from 1 to 100 Millions Christopher MANEU Azure Engineer & Advocate @ Microsoft R&D @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 Only good reasons to listen to your customers • Inform Product Management decisions • Asses Product-Market fit at feature level • Seize uncovered market opportunities
6. @cmaneu Continuous feedback is a pillar of DevOps https://aka.ms/devops-definition
7. @cmaneu Our definition of done
8. @cmaneu Our definition of done
9. @cmaneu Turn users into fans (or internal advocates)
10. @cmaneu But, what is continuous feedback? • Code quality • Monitoring and alerting • Customer Feedback • Internal feedback • Commerce • Customer Support • Consulting teams / onboarding teams
11. @cmaneu User listening has it’s own challenges - Being drown under the feedback - Listening !/= Give control - Are you building used/interesting features?
12. @cmaneu How
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? • Product planning • Backlog priorization • Feature design • Pre-release • Post-release
15. @cmaneu Ways to collect feedback • User sessions • User community program • App review • In-Product Feedback • Microfeedback • Top Program Users • Customer support • User advocacy teams (CSM, Advocates) • Customer Champs
16. @cmaneu User community programs Uservoice-like platforms for features ideas and priorization Discourse-like forums for trends & co-building with the community
17. @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!
18. @cmaneu In-app Feedback
19. @cmaneu In-app Feedback
20. @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
21. @cmaneu Tech & Business In-app feedback
22. @cmaneu Microfeedback
23. @cmaneu Microfeedback
24. @cmaneu Microfeedback > Followup
25. @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
26. @cmaneu What
27. @cmaneu Triaging the feedback • Internal • Insiders • Production • Commercial ticket • Actionnable feedback • Bug Ratio • By Product / Feature • By Area • Accessibility • Client • Docs • Download & Install • Performance • Privacy • Security • I18n / l12n • …
28. @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
29. @cmaneu Surface feedback in development backlog
30. @cmaneu Surface feedback in development backlog
31. @cmaneu Surface feedback in development backlog
32. @cmaneu
33. @cmaneu
34. @cmaneu Surface feedback within the company
35. @cmaneu Surface feedback within the company
37. Porte de Versailles, Paris 13 et 14 Novembre 2019
38. @cmaneu Be relentless
39. @cmaneu Be relentless
40. @cmaneu Bibliography • https://hbr.org/2011/08/henry-ford-never-said-the-fast • https://medium.com/@antweiss/understanding-feedback- loops-in-devops-e93b92b74bd1 • http://itrevolution.com/the-three-ways-principles- underpinning-devops/ • https://learning.oreilly.com/library/view/the-phoenix- project/9781457191350/ • https://www.hbrfrance.fr/magazine/2015/01/5928-sachez-tirer- des-lecons-des-critiques/
41. 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
42. Thanks ! Christopher MANEU Azure Engineer & Advocate @ Microsoft R&D @cmaneu