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

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.

Christopher MANEU

January 20, 2023
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  1. Christopher MANEU
    Principal Cloud Advocate – Microsoft
    @cmaneu | maneu.net

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  2. Hi, I’m Christopher
    @cmaneu
    1 User
    ~10M Users
    >1 Bn Users

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  3. @cmaneu

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  4. Video from https://twitter.com/ow/status/1569218096665341959?s=46&t=tasohM2owCgVvQItrbZiwQ

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  5. EXPERIENCE

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  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

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  7. How to listen to users?
    How to close the (development) loop?
    How to do it while preserving their
    rights?
    Agenda

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  8. How to listen to users?
    How to close the (development) loop?
    How to do it while preserving their
    rights?
    Agenda

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  9. How to listen to your users?

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  10. @cmaneu
    Develop an empathy mindset

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  11. Work Chronicles | Comics about Work (@_workchronicles) / Twitter

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  12. Work Chronicles | Comics about Work (@_workchronicles) / Twitter

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  13. Work Chronicles | Comics about Work (@_workchronicles) / Twitter

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  14. Culture of Feedback
    Split substance and
    emotional load Backed by management

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  15. Advocacy teams…
    The Subtle Art of Being A Developer
    Advocate - DEV Community 👩‍💻👨‍💻

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  16. Advocacy teams… and Experience Crews
    Experience Crew — unFIX
    The Subtle Art of Being A Developer
    Advocate - DEV Community 👩‍💻👨‍💻

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  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

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  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

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  19. @cmaneu
    In-app Feedback

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  20. @cmaneu
    In-app Feedback

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  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

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  22. @cmaneu

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  23. @cmaneu

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  24. @cmaneu
    In-app Feedback

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  25. @cmaneu
    Micro-feedback

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  26. @cmaneu
    Microfeedback

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  27. @cmaneu
    Microfeedback

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  28. @cmaneu
    Microfeedback > Followup

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  29. @cmaneu

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  30. @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

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  31. @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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  32. Process: When to do user listening?
    From ideation to continuous improvment

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  33. @cmaneu

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  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

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  35. How to listen to users?
    How to close the (development) loop?
    How to do it while preserving their
    rights?
    Agenda

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  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

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  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

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  38. Make room for feedback within your roadmaps
    Story points budget
    & golden tickets
    Releases notes
    slots
    S23 S24 S25
    Focus sprint

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  39. Surface feedback in development backlog

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  40. Surface feedback in development backlog

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  43. @cmaneu

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  44. Surface feedback within the company

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  45. Surface feedback within the company

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  46. Surface feedback to your users
    Roadmap des mises à jour de Microsoft 365

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  47. How to listen to users?
    How to close the (development) loop?
    How to do it while preserving their
    rights?
    Agenda

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  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?

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  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

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  50. What is a PII (Personally Identifiable Information)
     Name, Email
     (GDPR) Any online identifier

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  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

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  52. DuckDuckGo Tracking domain

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  53. APPEL A PROJET

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  54. Give choices to the user

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  55. Create progressive data collection paths
    https://www.microsoft.com/store/productId/9N8WTRRSQ8F7

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  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

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  57. @cmaneu

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  58. Be relentless

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  59. Be relentless

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  60. @cmaneu
    Doctolib médecin

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  61. Thank you
    Follow me @cmaneu
    https://maneu.org/tnt23

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