Building Effective Customer Feedback Loops Sherif Mansour Senior Product Manager, Atlassian [email protected] 

@sherifmansour ? 

• Build, measure, learn • Five tips for building effective feedback loops Agenda 

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Build Measure Learn 2.0 

Five Tips for building effective feedback loops 

friction 1 

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1 GOT FEEDBACK? 900+ feedback submissions 

1 ↓ barrier to entry Avoid login, context switching... ↓ fields Less fields, reduce required fields Automatically populate where possible * required Easily express yourself Quick and simple Rate this feature: bad good great 

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fun! 2 make it 

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Thank you: • John Masson for reporting CONF-334 • Ryan Anderson for the feature suggestion in CONF-4534 Release notes 2 FREE license BETA PRIZE movie tix SAY THANKS 

2 Say thank you Provide recognition in release notes, @mentions Thanks! Incentivise Through prizes and awards Game mechanics Encourage feedback 

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3 jkodumal 2.0/4.0 get personal name key feature usage 

3 Engage engineers Review it daily, get it on your wallboard, talk about it... Put a face to the stat Make that customer connection = KNOW the customer Use data to drive interviews 

4 write a feedback strategy 

new vs existing internal vs external specific vs general ad-hoc vs deadline New • Techniques to encourage install • Finding BETA customers Both (Internal+External) • Internal feedback: captured more data, easier to engage • External feedback: increased privacy General • Placement of “feedback” button • Arranged casual interviews Deadline • Incentivise the feedback process • Followup plan Feedback strategy 

4 Consider setting numeric goals Especially if you’ve got a baseline. Write a plan of attack! Seriously, just do it. 

5 get feedback before you START 

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fake it till you make IT 

tools to help you fake IT 

Atlassian User Interface (“Flatpack”) http://atlss.in/AUIFlatpack 

Per-user extensions Great for visual prototypes, quick DOM manipulation, dialogs, prompts, JS-based changes... Quick and easy to hack up HTML + CSS + JS and you’re done User-specific extensions (“Speakeasy”) http://developer.atlassian.com/display/SPEAK 

speed fidelity ? 

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speed fidelity ? 

Faking it: A recipe Keynote Edition 1 Make your base Take a screenshot with the main screen(s) you want to work with, paste in Keynote. 2 Mix & match keynote goodness Use pre-prepared some ready-to-use dialogs, menus, buttons... all in Keynote ready to to mix in with your recipe. 3 Apply desired icing on top Link parts of the screen, transition slides show screen flows, animate to show interaction... it’s all up to you! 

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Build a toolbox Create a visual library of your product components, consider a JavaScript framework or prototype in Keynote or PowerPoint. It’s okay to fake it Save time and money - validate your concepts, fast. 12 6 3 9 Use the right tool High fidelity prototypes are not always what you want. Choose the right tool for each situation. 

Conclusion incase you forgot... 

friction fun! make it pers nal get 2.0 write a feedback strategy get feedback before you START 

Questions? ... or similar experiences? 

Thank you! @sherifmansour [email protected]