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Listening to (y)our users from 1 to 100 Millions Christopher MANEU Startups Cloud Advocate @ Microsoft @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 L’abus d’alcool est dangereux pour la santé. Consommer avec moderation ☺

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@cmaneu Two different softwares A manual unit conversion, with pen, paper and a calculator

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@cmaneu

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@cmaneu Yesterday, Doctolib killed my presentation https://maneu.org/listening-users

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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 How

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@cmaneu Develop an empathy mindset

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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? From ideation to continuous improvment

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@cmaneu Launching a new service with Design Sprint • Pioneered by Google Ventures team • Variants used at thoughtbot, InnoLoft, … • Taking inspiration from • Gamestorming book • Design thinking @ Ideo & Stanford d.school • A lot of topics addressed • Business Strategy • Innovation • Behavioral science • Design • …

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@cmaneu Ways to collect feedback • User sessions, Behavioral analysis • 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 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 Microfeedback.jsx

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@cmaneu I’m going to start eating healthy… Me Also Me ☺

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@cmaneu Customers don’t always tell the truth • Lean on telemetry • Include telemetry data with in-app feedback

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@cmaneu Our definition of done

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@cmaneu Our definition of done

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@cmaneu What

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@cmaneu 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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@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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@cmaneu

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@cmaneu Be relentless

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@cmaneu Be relentless

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@cmaneu Bibliography

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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 Photo by Svetlana Gumerova on Unsplash Photo by UX Indonesia on Unsplash Photo by Annie Spratt from Unsplash

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Thanks ! Christopher MANEU Startups Cloud Advocate @ Microsoft @cmaneu https://maneu.org/listening-users