Building Customer Feedback Loops: Learn Quicker, Design Smarter

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. Sharif shares five practical tips for building, capturing, and scaling feedback loops, providing real examples of what his team has learned. He explores how to create a feedback strategy, how to make feedback fun using gamification techniques, tips and tricks for reducing friction in the process, how to validate ideas before writing a single line of code, and how to manage the process when you get too much feedback. Each of these techniques provides a deeper understanding of your customers, making software development more effective and productive. Don’t finish your next software project thinking, “I wish I’d known that earlier.” Obtaining valuable feedback is easier and more fun than you might think.

Transcript

1. Building Effective Customer Feedback Loops Sherif Mansour Senior Product Manager, Atlassian sherif@atlassian.com
2. @sherifmansour ?
3. • Build, measure, learn • Five tips for building effective feedback loops Agenda
5. Build Measure Learn 2.0
6. Five Tips for building effective feedback loops
7. friction 1
10. 1 GOT FEEDBACK? 900+ feedback submissions
11. 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
13. fun! 2 make it
15. 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
16. 2 Say thank you Provide recognition in release notes, @mentions Thanks! Incentivise Through prizes and awards Game mechanics Encourage feedback
17. 3 pers nal get
19. 3 ? 2
20. 3 jkodumal 2.0/4.0 get personal name key feature usage
21. 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
22. 4 write a feedback strategy
23. 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
24. 4 Consider setting numeric goals Especially if you’ve got a baseline. Write a plan of attack! Seriously, just do it.
25. 5 get feedback before you START
27. fake it till you make IT
28. tools to help you fake IT
29. Atlassian User Interface (“Flatpack”) http://atlss.in/AUIFlatpack
30. 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
31. speed fidelity ?
33. speed fidelity ?
34. 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!
36. 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.
37. Conclusion incase you forgot...
38. friction fun! make it pers nal get 2.0 write a feedback strategy get feedback before you START
39. Questions? ... or similar experiences?
40. Thank you! @sherifmansour sherif@atlassian.com