Building Effective Customer Feedback Loops (AtlasCamp 2012)

Building an add-on or extending an Atlassian product? Capturing customer feedback is essential for ensuring you're building the right thing, bringing your customers closer to you, and enabling you to get a good understanding of customer problems. This walks through several tips for building, capturing and scaling feedback loops for plugin developers with practical examples of what we've learnt in the Confluence, Team Calendars and Integration teams at Atlassian.

Video of talk can be watched here: http://www.youtube.com/watch?v=zz_VImJRZ3U

Transcript

1. Sherif Mansour Building an Effective Customer Feedback Loop
2. @sherifmansour 2 ?
3. • Build, measure, learn • Five tips for effective feedback loops Agenda
5. Build Measure Learn 2.0
6. Five Tips for building effective feedback loops
7. friction 1
8. 1 GOT FEEDBACK?
9. 1 GOT FEEDBACK? 900+ feedback submissions
10. 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
12. 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
18. 3 ? 2
19. 3 jkodumal 2.0/4.0 get personal name key feature usage
20. 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
21. 4 write a feedback strategy
22. new vs existing internal vs external specific vs general ad-hoc vs deadline
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. AUI Atlassian User Interface http://atlss.in/AUIFlatpack http://atlss.in/AUISandbox
30. Per-user plugins Great for visual prototypes Quick and easy to hack up HTML + CSS + JS and you’re done Speakeasy http://developer.atlassian.com/display/SPEAK
31. + + ... = prototype
32. 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 AUI-keynote goodness We’ve pre-prepared some ready-to-use AUI 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!
35. http://bitbucket.org/sherif Atlassian User Interface Keynote
36. Use the right tool High fidelity prototypes are not always what you want: Use the right tool to communicate. It’s okay to fake it Save time and money - validate your concepts, fast. 12 6 3 9
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. Thank you! @sherifmansour