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Listening to (y)our users
from 1 to 100 Millions
Christopher MANEU
Azure Engineer & Advocate @ Microsoft R&D
@cmaneu
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@cmaneu
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@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 ?
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@cmaneu
Why
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@cmaneu
Only good reasons to listen to your customers
• Inform Product Management decisions
• Asses Product-Market fit at feature level
• Seize uncovered market opportunities
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@cmaneu
Continuous feedback is a pillar of DevOps
https://aka.ms/devops-definition
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@cmaneu
Our definition of done
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@cmaneu
Our definition of done
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@cmaneu
Turn users into fans (or internal advocates)
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@cmaneu
But, what is continuous feedback?
• Code quality
• Monitoring and alerting
• Customer Feedback
• Internal feedback
• Commerce
• Customer Support
• Consulting teams / onboarding teams
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@cmaneu
User listening has it’s own challenges
- Being drown under the feedback
- Listening !/= Give control
- Are you building used/interesting features?
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@cmaneu
How
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@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
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@cmaneu
When to do it?
• Product planning
• Backlog priorization
• Feature design
• Pre-release
• Post-release
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@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
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@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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@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!
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@cmaneu
In-app Feedback
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@cmaneu
In-app Feedback
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@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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@cmaneu
Tech & Business In-app feedback
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@cmaneu
Microfeedback
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@cmaneu
Microfeedback
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@cmaneu
Microfeedback > Followup
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@cmaneu
Scaling Microfeedback
Any PM should be able to add a feedback piece in a service without days of
development.
Microfeedback.jsx
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@cmaneu
What
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@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
• …
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@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
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@cmaneu
Surface feedback in development backlog
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@cmaneu
Surface feedback in development backlog
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@cmaneu
Surface feedback in development backlog
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@cmaneu
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@cmaneu
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@cmaneu
Surface feedback within the company
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@cmaneu
Surface feedback within the company
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No content
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Porte de Versailles, Paris
13 et 14 Novembre 2019
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@cmaneu
Be relentless
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@cmaneu
Be relentless
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@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/
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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
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Thanks !
Christopher MANEU
Azure Engineer & Advocate @ Microsoft R&D
@cmaneu