Touraine Tech - On peut écouter 1 fois un utilisateur, ou écouter 1 milliard d'utilisateurs.

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:

- Comment collecter et traiter le feedback produit avec des outils simples comme l'email ou GitHub?
- Comment tracker les utilisateurs tout en respectant leurs droits et données ?
- Comment faire une place à ce feedback dans votre organisation et dans les roadmaps ?

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. Christopher MANEU Principal Cloud Advocate – Microsoft @cmaneu | maneu.net
2. Hi, I’m Christopher @cmaneu 1 User ~10M Users >1 Bn Users
3. @cmaneu
4. Video from https://twitter.com/ow/status/1569218096665341959?s=46&t=tasohM2owCgVvQItrbZiwQ
5. EXPERIENCE
6. 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
7. How to listen to users? How to close the (development) loop? How to do it while preserving their rights? Agenda
8. How to listen to users? How to close the (development) loop? How to do it while preserving their rights? Agenda
9. How to listen to your users?
10. @cmaneu Develop an empathy mindset
11. Work Chronicles | Comics about Work (@_workchronicles) / Twitter
12. Work Chronicles | Comics about Work (@_workchronicles) / Twitter
13. Work Chronicles | Comics about Work (@_workchronicles) / Twitter
14. Culture of Feedback Split substance and emotional load Backed by management
15. Advocacy teams… The Subtle Art of Being A Developer Advocate - DEV Community 👩‍💻👨‍💻
16. Advocacy teams… and Experience Crews Experience Crew — unFIX The Subtle Art of Being A Developer Advocate - DEV Community 👩‍💻👨‍💻
17. Different ways to collect feedback User-initiated DevTeam-initiated Easy setup Complex setup Session capture Clarity Email feedback GitHub Micro-feedback InApp feedback Influencer program Forums Dedicated platforms Advocacy program XP Crews
18. Different ways to collect feedback User-initiated DevTeam-initiated Easy setup Complex setup Session capture Clarity Email feedback GitHub Micro-feedback InApp feedback Influencer program Forums Dedicated platforms Advocacy program XP Crews
19. @cmaneu In-app Feedback
20. @cmaneu In-app Feedback
21. @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
22. @cmaneu
23. @cmaneu
24. @cmaneu In-app Feedback
25. @cmaneu Micro-feedback
26. @cmaneu Microfeedback
27. @cmaneu Microfeedback
28. @cmaneu Microfeedback > Followup
29. @cmaneu
30. @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
31. @cmaneu User community programs Uservoice-like platforms for features ideas and priorization Discourse-like forums for trends & co-building with the community
32. Process: When to do user listening? From ideation to continuous improvment
33. @cmaneu
34. 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
35. How to listen to users? How to close the (development) loop? How to do it while preserving their rights? Agenda
36. 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
37. Make the feedback actionanble  What success look like?  What metric can you put in place  Gather the necessary context  Tie it back to your objectives
38. Make room for feedback within your roadmaps Story points budget & golden tickets Releases notes slots S23 S24 S25 Focus sprint
39. Surface feedback in development backlog
40. Surface feedback in development backlog
43. @cmaneu
44. Surface feedback within the company
45. Surface feedback within the company
46. Surface feedback to your users Roadmap des mises à jour de Microsoft 365
47. How to listen to users? How to close the (development) loop? How to do it while preserving their rights? Agenda
48. Privacy is about user centric choices. We can’t be serious about customer listening without being serious about privacy. More effective privacy choices = fewer privacy problems Why talk about privacy?
49. Chris principles for user feedback data 1. Segregate feedback data from PII DuckDuckGo + My OSS project 2. Give choices to users Edge Feedback + DuckDuckgo 3. Create “progressive data collection” paths Windows / Insider program 4. Be transparent Edge
50. What is a PII (Personally Identifiable Information)  Name, Email  (GDPR) Any online identifier
51. Clarity “No-cookie” + PII redaction The “No-cookie” experience will not link pages recording together You can decide the content you’re masking Masking content | Microsoft Learn Clarity Cookie Consent | Microsoft Learn
52. DuckDuckGo Tracking domain
53. APPEL A PROJET
54. Give choices to the user
55. Create progressive data collection paths https://www.microsoft.com/store/productId/9N8WTRRSQ8F7
56. Be transparent Who is the data processor & data collector? What type of data is collected and for what purpose? Where it’s stored and for how long? Edge feedback viewer Windows diagnostic viewer
57. @cmaneu
58. Be relentless
59. Be relentless
60. @cmaneu Doctolib médecin
61. Thank you Follow me @cmaneu https://maneu.org/tnt23