building customer feedback loops: learn quicker, design smarter
DESCRIPTION
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
BW2 Session 6/5/2013 10:15 AM
"Building Customer Feedback Loops to Learn Quicker, Design Smarter"
Presented by:
Sherif Mansour Atlassian Software
Brought to you by:
340 Corporate Way, Suite 300, Orange Park, FL 32073 888‐268‐8770 ∙ 904‐278‐0524 ∙ [email protected] ∙ www.sqe.com
Sherif Mansour Atlassian
Sherif Mansour has eleven years of experience in software development. He is currently senior product manager for Atlassian, responsible for Confluence, a popular social collaboration tool for product teams. Sherif recently played a key role in developing one of Atlassian’s new products—Team Calendars. Previously, he served as Atlassian’s cross product integration manager, ensuring a high quality experience for customers. Sherif has worked in software development for a web consultancy firm, and for Optus, the second largest telco in Australia. His areas of expertise include agile product development. Sherif thinks building simple products is hard—and so is writing a simple, short bio.
Building Effective Customer Feedback Loops
Sherif MansourSenior Product Manager, Atlassian
@sherifmansour
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• Build, measure, learn• Five tips for building effective feedback loops
Agenda
Build
Measure
Learn
2.0
Five Tipsfor building effective feedback loops
friction1
1GOT FEEDBACK?
900+feedback
submissions
1↓ barrier to entryAvoid login, context switching...
↓ fieldsLess fields, reduce required fieldsAutomatically populate where possible* required
Easily express yourselfQuick and simple
Rate this feature:
bad
good
great
1
fun!2
make it
2
Thank you:
• John Masson for reporting CONF-334
• Ryan Anderson for the feature suggestion in CONF-4534
Release notes
2FREE
license
BETA
PRIZEmovie tix
SAY THANKS
2
Say thank youProvide recognition in release notes, @mentions
Thanks!
IncentiviseThrough prizes and awards
Game mechanicsEncourage feedback
3
pers nalget
3
3
?
2
3
jkodumal2.0/4.0
get personal
name
key feature usage
3
Engage engineersReview it daily, get it on your wallboard, talk about it...
Put a face to the statMake that customer connection
=
KNOW the customerUse data to drive interviews
4
write a feedback strategy
newvs
existinginternal
vsexternal
specificvs
generalad-hoc
vsdeadline
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
4
Consider setting numeric goalsEspecially if you’ve got a baseline.
Write a plan of attack!Seriously, just do it.
5
get feedback before you
START
fakeit till youmake IT
tools to help you
fake IT
Atlassian User Interface (“Flatpack”)
http://atlss.in/AUIFlatpack
Per-user extensionsGreat for visual prototypes, quick DOM manipulation, dialogs, prompts, JS-based changes...
Quick and easy to hack upHTML + CSS + JS and you’re done
User-specific extensions (“Speakeasy”) http://developer.atlassian.com/display/SPEAK
speed
fidelity
?
speed
fidelity
?
Faking it: A recipe Keynote Edition
1 Make your baseTake a screenshot with the main screen(s) you want to work with, paste in Keynote.
2 Mix & match keynote goodnessUse 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 topLink parts of the screen, transition slides show screen flows, animate to show interaction... it’s all up to you!
Build a toolboxCreate a visual library of your product components, consider a JavaScript framework or prototype in Keynote or PowerPoint.
It’s okay to fake itSave time and money - validate your concepts, fast.
12
6
39
Use the right toolHigh fidelity prototypes are not always what you want. Choose the right tool for each situation.
Conclusionincase you forgot...
friction fun!make it
pers nalget
2.0
write a feedback strategy get feedback before you
START
Questions?... or similar experiences?
