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
   

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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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