Agile India 2013 - Building Effective Customer Feedback Loops

Listening to your customers is critical to developing better software. Their feedback enables you to stay in sync with customer expectations, to make changes before those changes
become costly, and to pivot if necessary. In this presentation, I share five practical tips for building, capturing, and scaling feedback loops,
providing real examples of what we've learnt at Atlassian.

Transcript

1. Building Effective Customer Feedback Loops Sherif Mansour Senior Product Manager, Atlassian Friday, 1 March 13
2. Friday, 1 March 13
3. @sherifmansour ? Friday, 1 March 13
4. • Build, measure, learn • Five tips for building effective feedback loops Agenda Friday, 1 March 13
5. Friday, 1 March 13
6. Build Measure Learn 2.0 Friday, 1 March 13
7. Five Tips for building effective feedback loops Friday, 1 March 13
8. friction 1 Friday, 1 March 13
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10. Friday, 1 March 13
11. 1 GOT FEEDBACK? 900+ feedback submissions Friday, 1 March 13
12. 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 Friday, 1 March 13
13. 1 Friday, 1 March 13
14. fun! 2 make it Friday, 1 March 13
15. 2 Friday, 1 March 13
16. 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 Friday, 1 March 13
17. 2 Say thank you Provide recognition in release notes, @mentions Thanks! Incentivise Through prizes and awards Game mechanics Encourage feedback Friday, 1 March 13
18. 3 pers nal get Friday, 1 March 13
19. 3 Friday, 1 March 13
20. 3 ? 2 Friday, 1 March 13
21. 3 jkodumal 2.0/4.0 get personal name key feature usage Friday, 1 March 13
22. 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 Friday, 1 March 13
23. 4 write a feedback strategy Friday, 1 March 13
24. 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 Friday, 1 March 13
25. 4 Consider setting numeric goals Especially if you’ve got a baseline. Write a plan of attack! Seriously, just do it. Friday, 1 March 13
26. 5 get feedback before you START Friday, 1 March 13
27. Friday, 1 March 13
28. fake it till you make IT Friday, 1 March 13
29. tools to help you fake IT Friday, 1 March 13
30. Atlassian User Interface (“Flatpack”) http://atlss.in/AUIFlatpack Friday, 1 March 13
31. 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 Friday, 1 March 13
32. speed fidelity ? Friday, 1 March 13
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34. speed fidelity ? Friday, 1 March 13
35. 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! Friday, 1 March 13
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37. 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. Friday, 1 March 13
38. Conclusion incase you forgot... Friday, 1 March 13
39. friction fun! make it pers nal get 2.0 write a feedback strategy get feedback before you START Friday, 1 March 13
40. Thank you! @sherifmansour Friday, 1 March 13