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Building an EffectiveCustomer Feedback Loop                 Sherif Mansour
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ur@sh erifmanso      2
ur@sh erifmanso      2
ur@sh erifmanso      2
2              ur@sh erifmanso
R.I.P                       wiki markup                   2              ur@sh erifmanso
R.I.P                       wiki markup                   2              ur@sh erifmanso
R.I.P                           wiki markup                   2              ur@sh erifmanso                       ?
Agenda• Build, measure, learn• Five tips for effective feedback loops
2.0
2.0Build
2.0Build              Measure
2.0    Build                  MeasureLearn
2.0    Build                  MeasureLearn
2.0    Build                  MeasureLearn
Five Tipsfor building effective feedback loops
1
1    friction
1
1    GOT FEEDBACK?
1
1    GOT FEEDBACK?
1    GOT FEEDBACK?
1              GOT FEEDBACK?900+ feedbacksubmissions
1
1    ↓ barrier to entry    Avoid login, context switching...
1                   ↓ barrier to entry                   Avoid login, context switching...                   ↓ fields      ...
1                           ↓ barrier to entry                           Avoid login, context switching...                ...
1
1
2
2    make           it                fun!
2
2
2
2
2    PRIZE    movie tix
2                 FREE                  license                BETA    PRIZE    movie tix
2                                                        FREE                                                         lice...
2
2    Incentivise    Through prizes and awards
2              Incentivise              Through prizes and awards    Thanks!   Say thank you              Provide recognit...
2              Incentivise              Through prizes and awards    Thanks!   Say thank you              Provide recognit...
3
3    get    pers nal
3
23    ?
3
3
3               get personal    jkodumal   name     2.0/4.0   key feature usage
3
3    =   Put a face to the stat        Make that customer connection
3    =   Put a face to the stat        Make that customer connection        Engage engineers        Review it daily, get i...
3    =   Put a face to the stat        Make that customer connection        Engage engineers        Review it daily, get i...
4
4            fee db ack    w ritea          gy              strate
new   vsexisting
new       internal   vs         vsexisting   external
new       internal   vs         vsexisting   externalspecific   vsgeneral
new       internal   vs         vsexisting   externalspecific    ad-hoc   vs         vsgeneral    deadline
new   vsexisting
new       internal   vs         vsexisting   external
new       internal   vs         vsexisting   externalspecific   vsgeneral
new       internal   vs         vsexisting   externalspecific    ad-hoc   vs         vsgeneral    deadline
Feedback strategy new       internal   vs         vsexisting   externalspecific    ad-hoc   vs         vsgeneral    deadline
New                       Feedback strategy     new• Techniques to encourage install   internal        vs              vs•...
New                   Both                 Feedback strategy     new             internal                           (Inter...
New                   Both                 Feedback strategy     new             internal                           (Inter...
New                   Both                 Feedback strategy     new              internal                           (Inte...
4
4    Write a plan of attack!    Seriously, just do it.
4    Write a plan of attack!    Seriously, just do it.    Consider setting numeric goals    Especially if you’ve got a bas...
5
5                         e forey ou          fe ed bac kb    get                START
fake it till you   make        IT
tools to help youfake        IT
AUI User InterfaceAtlassianhttp://atlss.in/AUIFlatpackhttp://atlss.in/AUISandbox
AUI User InterfaceAtlassianhttp://atlss.in/AUIFlatpackhttp://atlss.in/AUISandbox
Speakeasy                                               Per-user plugins                                               Gre...
+   + ...   =   prototype
fidelity          speed
fidelity          speed
fidelity          speed
fidelity          speed
?fidelity          speed
fidelity          speed
fidelity          speed
Faking it: A recipe
dit ion          eE       Faking it: A recipe       otK   eyn
dit ion          eE       Faking it: A recipe       otK   eyn1        Make your base         Take a screenshot with the ma...
dit ion          eE       Faking it: A recipe       otK   eyn1        Make your base         Take a screenshot with the ma...
dit ion          eE       Faking it: A recipe       otK   eyn1        Make your base         Take a screenshot with the ma...
Atlassian User Interface Keynotehttp://bitbucket.org/sherif
129        3   It’s okay to fake it             Save time and money - validate your concepts, fast.    6
129        3   It’s okay to fake it             Save time and money - validate your concepts, fast.    6             Use t...
Conclusion  incase you forgot...
2.0
2.0      friction
2.0      friction   make fun!                     it
2.0            friction   make fun!                           itgetpers nal
2.0                friction         make fun!                                     itget               a fee dback         ...
2.0                friction          make fun!                                                 itget               a fee d...
Thank you!                 r@she rifmansou
Building Effective Customer Feedback Loops, AtlasCamp US 2012
Building Effective Customer Feedback Loops, AtlasCamp US 2012
Building Effective Customer Feedback Loops, AtlasCamp US 2012
Building Effective Customer Feedback Loops, AtlasCamp US 2012
Building Effective Customer Feedback Loops, AtlasCamp US 2012
Building Effective Customer Feedback Loops, AtlasCamp US 2012
Building Effective Customer Feedback Loops, AtlasCamp US 2012
Building Effective Customer Feedback Loops, AtlasCamp US 2012
Building Effective Customer Feedback Loops, AtlasCamp US 2012
Building Effective Customer Feedback Loops, AtlasCamp US 2012
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Building Effective Customer Feedback Loops, AtlasCamp US 2012

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Sherif Mansour, Senior Product Manager

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 talk will walkthrough 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.

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  • \n
  • But before we begin, a little about me.\n\nAs Nick said, I’m Sherif Mansour. Engineer turned product manager and since then: I’ve been the Confluence product manager for a couple of years now, most notably through it’s biggest change to date (animate drop RIP Wiki markup), I also helped launch the add-on Team Calendars for Confluence and am the current Product Manager for that as well. \n\nAnd most recently, I’ve been the PM for the “Confluence Inbox” feature you guys saw in the keynote. \nThroughout all these projects, I’ve learnt a lot about building feedback loops - and a lot of what I share with you today has been a learning from each of these projects. \n
  • But before we begin, a little about me.\n\nAs Nick said, I’m Sherif Mansour. Engineer turned product manager and since then: I’ve been the Confluence product manager for a couple of years now, most notably through it’s biggest change to date (animate drop RIP Wiki markup), I also helped launch the add-on Team Calendars for Confluence and am the current Product Manager for that as well. \n\nAnd most recently, I’ve been the PM for the “Confluence Inbox” feature you guys saw in the keynote. \nThroughout all these projects, I’ve learnt a lot about building feedback loops - and a lot of what I share with you today has been a learning from each of these projects. \n
  • But before we begin, a little about me.\n\nAs Nick said, I’m Sherif Mansour. Engineer turned product manager and since then: I’ve been the Confluence product manager for a couple of years now, most notably through it’s biggest change to date (animate drop RIP Wiki markup), I also helped launch the add-on Team Calendars for Confluence and am the current Product Manager for that as well. \n\nAnd most recently, I’ve been the PM for the “Confluence Inbox” feature you guys saw in the keynote. \nThroughout all these projects, I’ve learnt a lot about building feedback loops - and a lot of what I share with you today has been a learning from each of these projects. \n
  • But before we begin, a little about me.\n\nAs Nick said, I’m Sherif Mansour. Engineer turned product manager and since then: I’ve been the Confluence product manager for a couple of years now, most notably through it’s biggest change to date (animate drop RIP Wiki markup), I also helped launch the add-on Team Calendars for Confluence and am the current Product Manager for that as well. \n\nAnd most recently, I’ve been the PM for the “Confluence Inbox” feature you guys saw in the keynote. \nThroughout all these projects, I’ve learnt a lot about building feedback loops - and a lot of what I share with you today has been a learning from each of these projects. \n
  • But before we begin, a little about me.\n\nAs Nick said, I’m Sherif Mansour. Engineer turned product manager and since then: I’ve been the Confluence product manager for a couple of years now, most notably through it’s biggest change to date (animate drop RIP Wiki markup), I also helped launch the add-on Team Calendars for Confluence and am the current Product Manager for that as well. \n\nAnd most recently, I’ve been the PM for the “Confluence Inbox” feature you guys saw in the keynote. \nThroughout all these projects, I’ve learnt a lot about building feedback loops - and a lot of what I share with you today has been a learning from each of these projects. \n
  • But before we begin, a little about me.\n\nAs Nick said, I’m Sherif Mansour. Engineer turned product manager and since then: I’ve been the Confluence product manager for a couple of years now, most notably through it’s biggest change to date (animate drop RIP Wiki markup), I also helped launch the add-on Team Calendars for Confluence and am the current Product Manager for that as well. \n\nAnd most recently, I’ve been the PM for the “Confluence Inbox” feature you guys saw in the keynote. \nThroughout all these projects, I’ve learnt a lot about building feedback loops - and a lot of what I share with you today has been a learning from each of these projects. \n
  • But before we begin, a little about me.\n\nAs Nick said, I’m Sherif Mansour. Engineer turned product manager and since then: I’ve been the Confluence product manager for a couple of years now, most notably through it’s biggest change to date (animate drop RIP Wiki markup), I also helped launch the add-on Team Calendars for Confluence and am the current Product Manager for that as well. \n\nAnd most recently, I’ve been the PM for the “Confluence Inbox” feature you guys saw in the keynote. \nThroughout all these projects, I’ve learnt a lot about building feedback loops - and a lot of what I share with you today has been a learning from each of these projects. \n
  • So for the next 8 minuets, I’m going to go through:\n\n* The importance of feedback in your build, measure, learn product development cycle\n* Take a look at six practical tips for creating effective feedback loops, mostly derived from the lessons I’ve learnt on the projects I mentioned earlier\n* and then I’m quickly going to touch on what to do (and not do) once you have a lot of feedback coming through.\n\nSo the Build, measure learn cycle... \n\n
  • Eric Ries talks about a product lifecyles in his book in his book, “The Lean Startup”. Anyone read this book? \n\n(Hands up)\n\nIn this book, he describes a “lean startup” cycle for product development. This typically goes through a loop that looks something like this..\n\n\n
  • (animate)\nYou start with your product team\n\nThey start building something, produce some artefacts\n\nThen comes measuring the impact of those changes. \n\nFrom the analytics you then formulate your learnings and come up with ideas, changes, new proposals for ways of doing this.\n\nThe whole idea is to go through this loop as fast as possible.\n\nNow a large part of this loop is all about measure and learn. Measuring typically comes through such things in-product product analytics and also through general customer feedback (animate drop)\n\nThere is a whole talk for analytics, I’m more going to focus on the techniques to get direct customer feedback....\n\nReceiving communication from your customers is a critical part of being successful in this cycle... so how do you go about doing this? \n
  • (animate)\nYou start with your product team\n\nThey start building something, produce some artefacts\n\nThen comes measuring the impact of those changes. \n\nFrom the analytics you then formulate your learnings and come up with ideas, changes, new proposals for ways of doing this.\n\nThe whole idea is to go through this loop as fast as possible.\n\nNow a large part of this loop is all about measure and learn. Measuring typically comes through such things in-product product analytics and also through general customer feedback (animate drop)\n\nThere is a whole talk for analytics, I’m more going to focus on the techniques to get direct customer feedback....\n\nReceiving communication from your customers is a critical part of being successful in this cycle... so how do you go about doing this? \n
  • (animate)\nYou start with your product team\n\nThey start building something, produce some artefacts\n\nThen comes measuring the impact of those changes. \n\nFrom the analytics you then formulate your learnings and come up with ideas, changes, new proposals for ways of doing this.\n\nThe whole idea is to go through this loop as fast as possible.\n\nNow a large part of this loop is all about measure and learn. Measuring typically comes through such things in-product product analytics and also through general customer feedback (animate drop)\n\nThere is a whole talk for analytics, I’m more going to focus on the techniques to get direct customer feedback....\n\nReceiving communication from your customers is a critical part of being successful in this cycle... so how do you go about doing this? \n
  • (animate)\nYou start with your product team\n\nThey start building something, produce some artefacts\n\nThen comes measuring the impact of those changes. \n\nFrom the analytics you then formulate your learnings and come up with ideas, changes, new proposals for ways of doing this.\n\nThe whole idea is to go through this loop as fast as possible.\n\nNow a large part of this loop is all about measure and learn. Measuring typically comes through such things in-product product analytics and also through general customer feedback (animate drop)\n\nThere is a whole talk for analytics, I’m more going to focus on the techniques to get direct customer feedback....\n\nReceiving communication from your customers is a critical part of being successful in this cycle... so how do you go about doing this? \n
  • (animate)\nYou start with your product team\n\nThey start building something, produce some artefacts\n\nThen comes measuring the impact of those changes. \n\nFrom the analytics you then formulate your learnings and come up with ideas, changes, new proposals for ways of doing this.\n\nThe whole idea is to go through this loop as fast as possible.\n\nNow a large part of this loop is all about measure and learn. Measuring typically comes through such things in-product product analytics and also through general customer feedback (animate drop)\n\nThere is a whole talk for analytics, I’m more going to focus on the techniques to get direct customer feedback....\n\nReceiving communication from your customers is a critical part of being successful in this cycle... so how do you go about doing this? \n
  • (animate)\nYou start with your product team\n\nThey start building something, produce some artefacts\n\nThen comes measuring the impact of those changes. \n\nFrom the analytics you then formulate your learnings and come up with ideas, changes, new proposals for ways of doing this.\n\nThe whole idea is to go through this loop as fast as possible.\n\nNow a large part of this loop is all about measure and learn. Measuring typically comes through such things in-product product analytics and also through general customer feedback (animate drop)\n\nThere is a whole talk for analytics, I’m more going to focus on the techniques to get direct customer feedback....\n\nReceiving communication from your customers is a critical part of being successful in this cycle... so how do you go about doing this? \n
  • (animate)\nYou start with your product team\n\nThey start building something, produce some artefacts\n\nThen comes measuring the impact of those changes. \n\nFrom the analytics you then formulate your learnings and come up with ideas, changes, new proposals for ways of doing this.\n\nThe whole idea is to go through this loop as fast as possible.\n\nNow a large part of this loop is all about measure and learn. Measuring typically comes through such things in-product product analytics and also through general customer feedback (animate drop)\n\nThere is a whole talk for analytics, I’m more going to focus on the techniques to get direct customer feedback....\n\nReceiving communication from your customers is a critical part of being successful in this cycle... so how do you go about doing this? \n
  • (animate)\nYou start with your product team\n\nThey start building something, produce some artefacts\n\nThen comes measuring the impact of those changes. \n\nFrom the analytics you then formulate your learnings and come up with ideas, changes, new proposals for ways of doing this.\n\nThe whole idea is to go through this loop as fast as possible.\n\nNow a large part of this loop is all about measure and learn. Measuring typically comes through such things in-product product analytics and also through general customer feedback (animate drop)\n\nThere is a whole talk for analytics, I’m more going to focus on the techniques to get direct customer feedback....\n\nReceiving communication from your customers is a critical part of being successful in this cycle... so how do you go about doing this? \n
  • (animate)\nYou start with your product team\n\nThey start building something, produce some artefacts\n\nThen comes measuring the impact of those changes. \n\nFrom the analytics you then formulate your learnings and come up with ideas, changes, new proposals for ways of doing this.\n\nThe whole idea is to go through this loop as fast as possible.\n\nNow a large part of this loop is all about measure and learn. Measuring typically comes through such things in-product product analytics and also through general customer feedback (animate drop)\n\nThere is a whole talk for analytics, I’m more going to focus on the techniques to get direct customer feedback....\n\nReceiving communication from your customers is a critical part of being successful in this cycle... so how do you go about doing this? \n
  • (animate)\nYou start with your product team\n\nThey start building something, produce some artefacts\n\nThen comes measuring the impact of those changes. \n\nFrom the analytics you then formulate your learnings and come up with ideas, changes, new proposals for ways of doing this.\n\nThe whole idea is to go through this loop as fast as possible.\n\nNow a large part of this loop is all about measure and learn. Measuring typically comes through such things in-product product analytics and also through general customer feedback (animate drop)\n\nThere is a whole talk for analytics, I’m more going to focus on the techniques to get direct customer feedback....\n\nReceiving communication from your customers is a critical part of being successful in this cycle... so how do you go about doing this? \n
  • (animate)\nYou start with your product team\n\nThey start building something, produce some artefacts\n\nThen comes measuring the impact of those changes. \n\nFrom the analytics you then formulate your learnings and come up with ideas, changes, new proposals for ways of doing this.\n\nThe whole idea is to go through this loop as fast as possible.\n\nNow a large part of this loop is all about measure and learn. Measuring typically comes through such things in-product product analytics and also through general customer feedback (animate drop)\n\nThere is a whole talk for analytics, I’m more going to focus on the techniques to get direct customer feedback....\n\nReceiving communication from your customers is a critical part of being successful in this cycle... so how do you go about doing this? \n
  • (animate)\nYou start with your product team\n\nThey start building something, produce some artefacts\n\nThen comes measuring the impact of those changes. \n\nFrom the analytics you then formulate your learnings and come up with ideas, changes, new proposals for ways of doing this.\n\nThe whole idea is to go through this loop as fast as possible.\n\nNow a large part of this loop is all about measure and learn. Measuring typically comes through such things in-product product analytics and also through general customer feedback (animate drop)\n\nThere is a whole talk for analytics, I’m more going to focus on the techniques to get direct customer feedback....\n\nReceiving communication from your customers is a critical part of being successful in this cycle... so how do you go about doing this? \n
  • (animate)\nYou start with your product team\n\nThey start building something, produce some artefacts\n\nThen comes measuring the impact of those changes. \n\nFrom the analytics you then formulate your learnings and come up with ideas, changes, new proposals for ways of doing this.\n\nThe whole idea is to go through this loop as fast as possible.\n\nNow a large part of this loop is all about measure and learn. Measuring typically comes through such things in-product product analytics and also through general customer feedback (animate drop)\n\nThere is a whole talk for analytics, I’m more going to focus on the techniques to get direct customer feedback....\n\nReceiving communication from your customers is a critical part of being successful in this cycle... so how do you go about doing this? \n
  • (animate)\nYou start with your product team\n\nThey start building something, produce some artefacts\n\nThen comes measuring the impact of those changes. \n\nFrom the analytics you then formulate your learnings and come up with ideas, changes, new proposals for ways of doing this.\n\nThe whole idea is to go through this loop as fast as possible.\n\nNow a large part of this loop is all about measure and learn. Measuring typically comes through such things in-product product analytics and also through general customer feedback (animate drop)\n\nThere is a whole talk for analytics, I’m more going to focus on the techniques to get direct customer feedback....\n\nReceiving communication from your customers is a critical part of being successful in this cycle... so how do you go about doing this? \n
  • I’m going to go through just six, as there are probably a lot more, practical tips for building an effective feedback loop\n
  • I’m going to go through just six, as there are probably a lot more, practical tips for building an effective feedback loop\n
  • I’m going to go through just six, as there are probably a lot more, practical tips for building an effective feedback loop\n
  • The first tip I’ve got is all about reducing friction. \n\nIt’s important to remember when your thinking about getting feedback, that they are doing you a favour. They’ve got their job to get along with and to encourage them to give you feedback, you really need to make it as frictionless as possible for them.\n\n\n\n
  • The first tip I’ve got is all about reducing friction. \n\nIt’s important to remember when your thinking about getting feedback, that they are doing you a favour. They’ve got their job to get along with and to encourage them to give you feedback, you really need to make it as frictionless as possible for them.\n\n\n\n
  • Quick story about Confluence 4 editor:\n\nWho here used Confluence before 4.0, when it had Wiki Markup.\n\nYou’ll know it was a significant change.\n\nWe knew we HAD to to make easy to get feedback. \n\nExample: "Got Feedback" at Atlassian (All started in Confluence 4.0) and then got shipped to customers in our milestone releases - with over 270 feedback submissions from external customers and over 1,000 from internal customers. \n\nIn addition, Team Calendars 1.0 EAP shipped with a fat "feedback" button, and all around Atlassian now on internal and external sites we’ve deployed this strategy.\n\n\n\n
  • Quick story about Confluence 4 editor:\n\nWho here used Confluence before 4.0, when it had Wiki Markup.\n\nYou’ll know it was a significant change.\n\nWe knew we HAD to to make easy to get feedback. \n\nExample: "Got Feedback" at Atlassian (All started in Confluence 4.0) and then got shipped to customers in our milestone releases - with over 270 feedback submissions from external customers and over 1,000 from internal customers. \n\nIn addition, Team Calendars 1.0 EAP shipped with a fat "feedback" button, and all around Atlassian now on internal and external sites we’ve deployed this strategy.\n\n\n\n
  • Quick story about Confluence 4 editor:\n\nWho here used Confluence before 4.0, when it had Wiki Markup.\n\nYou’ll know it was a significant change.\n\nWe knew we HAD to to make easy to get feedback. \n\nExample: "Got Feedback" at Atlassian (All started in Confluence 4.0) and then got shipped to customers in our milestone releases - with over 270 feedback submissions from external customers and over 1,000 from internal customers. \n\nIn addition, Team Calendars 1.0 EAP shipped with a fat "feedback" button, and all around Atlassian now on internal and external sites we’ve deployed this strategy.\n\n\n\n
  • Quick story about Confluence 4 editor:\n\nWho here used Confluence before 4.0, when it had Wiki Markup.\n\nYou’ll know it was a significant change.\n\nWe knew we HAD to to make easy to get feedback. \n\nExample: "Got Feedback" at Atlassian (All started in Confluence 4.0) and then got shipped to customers in our milestone releases - with over 270 feedback submissions from external customers and over 1,000 from internal customers. \n\nIn addition, Team Calendars 1.0 EAP shipped with a fat "feedback" button, and all around Atlassian now on internal and external sites we’ve deployed this strategy.\n\n\n\n
  • Quick story about Confluence 4 editor:\n\nWho here used Confluence before 4.0, when it had Wiki Markup.\n\nYou’ll know it was a significant change.\n\nWe knew we HAD to to make easy to get feedback. \n\nExample: "Got Feedback" at Atlassian (All started in Confluence 4.0) and then got shipped to customers in our milestone releases - with over 270 feedback submissions from external customers and over 1,000 from internal customers. \n\nIn addition, Team Calendars 1.0 EAP shipped with a fat "feedback" button, and all around Atlassian now on internal and external sites we’ve deployed this strategy.\n\n\n\n
  • Quick story about Confluence 4 editor:\n\nWho here used Confluence before 4.0, when it had Wiki Markup.\n\nYou’ll know it was a significant change.\n\nWe knew we HAD to to make easy to get feedback. \n\nExample: "Got Feedback" at Atlassian (All started in Confluence 4.0) and then got shipped to customers in our milestone releases - with over 270 feedback submissions from external customers and over 1,000 from internal customers. \n\nIn addition, Team Calendars 1.0 EAP shipped with a fat "feedback" button, and all around Atlassian now on internal and external sites we’ve deployed this strategy.\n\n\n\n
  • How do you do this? There are a few principles you need to stick by:\n\n1. Less clicks\n2. Less fields to fill out, especially “required” fields”\n- Automatically capture as much information (javascript etc.)\n3. make it easy to express themselves\n4. no context switching\n5. Reduce barrier to entry as much as posssible \nNo account, automatically detect acouunts \n
  • How do you do this? There are a few principles you need to stick by:\n\n1. Less clicks\n2. Less fields to fill out, especially “required” fields”\n- Automatically capture as much information (javascript etc.)\n3. make it easy to express themselves\n4. no context switching\n5. Reduce barrier to entry as much as posssible \nNo account, automatically detect acouunts \n
  • How do you do this? There are a few principles you need to stick by:\n\n1. Less clicks\n2. Less fields to fill out, especially “required” fields”\n- Automatically capture as much information (javascript etc.)\n3. make it easy to express themselves\n4. no context switching\n5. Reduce barrier to entry as much as posssible \nNo account, automatically detect acouunts \n
  • So how do you go about doing this? Well, with our GotFeedback, button, I actually created that with a simple\nWuFoo form. A free service, \n\n(WuFoo, JIRA issue collector, whatever it is - having less clicks, low barrier to entry, automatically capture as much information as possible to save manual data entry for the user etc…)\nExample: "Got Feedback" at Atlassian (All started in Confluence 4.0) and then got shipped to customers in our milestone releases - with over 270 feedback submissions from external customers and over 1,000 from internal customers. In addition, Team Calendars 1.0 EAP shipped with a fat "feedback" button \n
  • So how do you go about doing this? Well, with our GotFeedback, button, I actually created that with a simple\nWuFoo form. A free service, \n\n(WuFoo, JIRA issue collector, whatever it is - having less clicks, low barrier to entry, automatically capture as much information as possible to save manual data entry for the user etc…)\nExample: "Got Feedback" at Atlassian (All started in Confluence 4.0) and then got shipped to customers in our milestone releases - with over 270 feedback submissions from external customers and over 1,000 from internal customers. In addition, Team Calendars 1.0 EAP shipped with a fat "feedback" button \n
  • So how do you go about doing this? Well, with our GotFeedback, button, I actually created that with a simple\nWuFoo form. A free service, \n\n(WuFoo, JIRA issue collector, whatever it is - having less clicks, low barrier to entry, automatically capture as much information as possible to save manual data entry for the user etc…)\nExample: "Got Feedback" at Atlassian (All started in Confluence 4.0) and then got shipped to customers in our milestone releases - with over 270 feedback submissions from external customers and over 1,000 from internal customers. In addition, Team Calendars 1.0 EAP shipped with a fat "feedback" button \n
  • So how do you go about doing this? Well, with our GotFeedback, button, I actually created that with a simple\nWuFoo form. A free service, \n\n(WuFoo, JIRA issue collector, whatever it is - having less clicks, low barrier to entry, automatically capture as much information as possible to save manual data entry for the user etc…)\nExample: "Got Feedback" at Atlassian (All started in Confluence 4.0) and then got shipped to customers in our milestone releases - with over 270 feedback submissions from external customers and over 1,000 from internal customers. In addition, Team Calendars 1.0 EAP shipped with a fat "feedback" button \n
  • But there’s more you can do other than looking at reducing friction to encourage feedback from your end users. \n\nAnd second tip I’ve got is all about making the feedback experience more engaging and fun.\n
  • But there’s more you can do other than looking at reducing friction to encourage feedback from your end users. \n\nAnd second tip I’ve got is all about making the feedback experience more engaging and fun.\n
  • But there’s more you can do other than looking at reducing friction to encourage feedback from your end users. \n\nAnd second tip I’ve got is all about making the feedback experience more engaging and fun.\n
  • Who here has watched the biggest looser? Well, in Australia we’ve had the biggest looser come down under as well. We have this habit of copying the TV shows you guys have. I think we’ve had so many different editions of the biggest looser I’ve lost count. \n\nBiggest looser the original, \nBiggest looser singles\nBiggest looser couples\nWe’ve had a biggest looser celebrities as well...\n\nThroughout the Confluence 4.0 development lifecycle I came home one day from work and was watching TV, and the Biggest Looser was on and at the same time, I’d been spending a bit of time trying to figure out mechanisms to encourage feedback during Confluence 4.0.\n
  • Who here has watched the biggest looser? Well, in Australia we’ve had the biggest looser come down under as well. We have this habit of copying the TV shows you guys have. I think we’ve had so many different editions of the biggest looser I’ve lost count. \n\nBiggest looser the original, \nBiggest looser singles\nBiggest looser couples\nWe’ve had a biggest looser celebrities as well...\n\nThroughout the Confluence 4.0 development lifecycle I came home one day from work and was watching TV, and the Biggest Looser was on and at the same time, I’d been spending a bit of time trying to figure out mechanisms to encourage feedback during Confluence 4.0.\n
  • How did we do this?\nBlogging - updates for the ladder pool,\nWe ended up all the feedback went into JIRA for us, so it was super easy for us to generate a report to work out who the winners were \n\nFor Team Calendars - we told our beta customers the most helpful feedback would get a free license\n\nFo internal and external release notes, we call out specific thanks with @mentions \n\nPeople recognise and feel they are contributing \n
  • How did we do this?\nBlogging - updates for the ladder pool,\nWe ended up all the feedback went into JIRA for us, so it was super easy for us to generate a report to work out who the winners were \n\nFor Team Calendars - we told our beta customers the most helpful feedback would get a free license\n\nFo internal and external release notes, we call out specific thanks with @mentions \n\nPeople recognise and feel they are contributing \n
  • How did we do this?\nBlogging - updates for the ladder pool,\nWe ended up all the feedback went into JIRA for us, so it was super easy for us to generate a report to work out who the winners were \n\nFor Team Calendars - we told our beta customers the most helpful feedback would get a free license\n\nFo internal and external release notes, we call out specific thanks with @mentions \n\nPeople recognise and feel they are contributing \n
  • How did we do this?\nBlogging - updates for the ladder pool,\nWe ended up all the feedback went into JIRA for us, so it was super easy for us to generate a report to work out who the winners were \n\nFor Team Calendars - we told our beta customers the most helpful feedback would get a free license\n\nFo internal and external release notes, we call out specific thanks with @mentions \n\nPeople recognise and feel they are contributing \n
  • How did we do this?\nBlogging - updates for the ladder pool,\nWe ended up all the feedback went into JIRA for us, so it was super easy for us to generate a report to work out who the winners were \n\nFor Team Calendars - we told our beta customers the most helpful feedback would get a free license\n\nFo internal and external release notes, we call out specific thanks with @mentions \n\nPeople recognise and feel they are contributing \n
  • How did we do this?\nBlogging - updates for the ladder pool,\nWe ended up all the feedback went into JIRA for us, so it was super easy for us to generate a report to work out who the winners were \n\nFor Team Calendars - we told our beta customers the most helpful feedback would get a free license\n\nFo internal and external release notes, we call out specific thanks with @mentions \n\nPeople recognise and feel they are contributing \n
  • Conclusion find a way to make to make it fun\n - For us it was running a competition \n - You might look at other ways at adding some game mechanics to it \n\n
  • Conclusion find a way to make to make it fun\n - For us it was running a competition \n - You might look at other ways at adding some game mechanics to it \n\n
  • Conclusion find a way to make to make it fun\n - For us it was running a competition \n - You might look at other ways at adding some game mechanics to it \n\n
  • So we’ve talked about reducing friction and making the feedback experience more fun and enjoyable....\nAnd part of making that experience enjoyable is being able to get individuals involved at a personal level.\n\nSo my third tip as all about getting personal..... and no, it’s not that kinda personal...\nLet me explain what I mean \n
  • So we’ve talked about reducing friction and making the feedback experience more fun and enjoyable....\nAnd part of making that experience enjoyable is being able to get individuals involved at a personal level.\n\nSo my third tip as all about getting personal..... and no, it’s not that kinda personal...\nLet me explain what I mean \n
  • So we’ve talked about reducing friction and making the feedback experience more fun and enjoyable....\nAnd part of making that experience enjoyable is being able to get individuals involved at a personal level.\n\nSo my third tip as all about getting personal..... and no, it’s not that kinda personal...\nLet me explain what I mean \n
  • Hopefully you guys will recall yesterday you might have seen the Confluence notifications and tasks in the Keynote yesterday, or maybe some of you were also in the Confluence state of the Union and saw this.\n\nBut very quickly, we had lots of unknowns when we first started this project. We wanted to know what types of users would find this helpful, should we also integrate with other development tools, like Bamboo or Crucible... who would find this feature the most helpful and why. \n\nAnd Atlassian is getting quite big now, with over 500 staff, so when we launched this internally one of our engineers came up with a very creative way of helping us figure this stuff out...\n
  • Hopefully you guys will recall yesterday you might have seen the Confluence notifications and tasks in the Keynote yesterday, or maybe some of you were also in the Confluence state of the Union and saw this.\n\nBut very quickly, we had lots of unknowns when we first started this project. We wanted to know what types of users would find this helpful, should we also integrate with other development tools, like Bamboo or Crucible... who would find this feature the most helpful and why. \n\nAnd Atlassian is getting quite big now, with over 500 staff, so when we launched this internally one of our engineers came up with a very creative way of helping us figure this stuff out...\n
  • So we got personal, we put a face to the numbers. \n\nWhat you see here is a face of our top users by day. So each day, the analytics would get updated. And you’ll notice here we’ve got a few things:\n\nFirstly we have the persons face and name - we’re getting personal here. Connecting ourselves and our engineers with the actual user\n\nWe also put this in our wallboard. \n
  • So we got personal, we put a face to the numbers. \n\nWhat you see here is a face of our top users by day. So each day, the analytics would get updated. And you’ll notice here we’ve got a few things:\n\nFirstly we have the persons face and name - we’re getting personal here. Connecting ourselves and our engineers with the actual user\n\nWe also put this in our wallboard. \n
  • So we got personal, we put a face to the numbers. \n\nWhat you see here is a face of our top users by day. So each day, the analytics would get updated. And you’ll notice here we’ve got a few things:\n\nFirstly we have the persons face and name - we’re getting personal here. Connecting ourselves and our engineers with the actual user\n\nWe also put this in our wallboard. \n
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  • So we’ve talked about reducing friction, making the experience fun and getting personal.\n\nBut I want to pause for a minute and clarify something - you can do a lot to get feedback well before you start coding your final solution. \n\nThis is particularly helpful if:\n- you’ve got a customer that you know is constantly changing requirements\n- if you have a lot of unknonws\n- if its costly to implement the solution that you’re thinking of\n- you a business guy and you’ve got some spare cycles to explore a few things while your dev team is building stuff... \n
  • So we’ve talked about reducing friction, making the experience fun and getting personal.\n\nBut I want to pause for a minute and clarify something - you can do a lot to get feedback well before you start coding your final solution. \n\nThis is particularly helpful if:\n- you’ve got a customer that you know is constantly changing requirements\n- if you have a lot of unknonws\n- if its costly to implement the solution that you’re thinking of\n- you a business guy and you’ve got some spare cycles to explore a few things while your dev team is building stuff... \n
  • So we’ve talked about reducing friction, making the experience fun and getting personal.\n\nBut I want to pause for a minute and clarify something - you can do a lot to get feedback well before you start coding your final solution. \n\nThis is particularly helpful if:\n- you’ve got a customer that you know is constantly changing requirements\n- if you have a lot of unknonws\n- if its costly to implement the solution that you’re thinking of\n- you a business guy and you’ve got some spare cycles to explore a few things while your dev team is building stuff... \n
  • So we’ve talked about reducing friction, making the experience fun and getting personal.\n\nBut I want to pause for a minute and clarify something - you can do a lot to get feedback well before you start coding your final solution. \n\nThis is particularly helpful if:\n- you’ve got a customer that you know is constantly changing requirements\n- if you have a lot of unknonws\n- if its costly to implement the solution that you’re thinking of\n- you a business guy and you’ve got some spare cycles to explore a few things while your dev team is building stuff... \n
  • \nFake clothing Bali - \nStory of nephews clothing \n\nFake it - low cost, get feedback early and for a lot of things its viable \n
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  • Get feedback before a single line of code \n\nMockups, visual designs, prototyping, keynote - this is a whole other talk, but we've got plenty of examples of how we did this with the Confluence 4.0 editor (usability tests with developers), Team Calendars and Work Day (faked it all out in Keynote) \n\n\n\n
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  • Transcript of "Building Effective Customer Feedback Loops, AtlasCamp US 2012"

    1. 1. Building an EffectiveCustomer Feedback Loop Sherif Mansour
    2. 2. 2
    3. 3. ur@sh erifmanso 2
    4. 4. ur@sh erifmanso 2
    5. 5. ur@sh erifmanso 2
    6. 6. 2 ur@sh erifmanso
    7. 7. R.I.P wiki markup 2 ur@sh erifmanso
    8. 8. R.I.P wiki markup 2 ur@sh erifmanso
    9. 9. R.I.P wiki markup 2 ur@sh erifmanso ?
    10. 10. Agenda• Build, measure, learn• Five tips for effective feedback loops
    11. 11. 2.0
    12. 12. 2.0Build
    13. 13. 2.0Build Measure
    14. 14. 2.0 Build MeasureLearn
    15. 15. 2.0 Build MeasureLearn
    16. 16. 2.0 Build MeasureLearn
    17. 17. Five Tipsfor building effective feedback loops
    18. 18. 1
    19. 19. 1 friction
    20. 20. 1
    21. 21. 1 GOT FEEDBACK?
    22. 22. 1
    23. 23. 1 GOT FEEDBACK?
    24. 24. 1 GOT FEEDBACK?
    25. 25. 1 GOT FEEDBACK?900+ feedbacksubmissions
    26. 26. 1
    27. 27. 1 ↓ barrier to entry Avoid login, context switching...
    28. 28. 1 ↓ barrier to entry Avoid login, context switching... ↓ fields Less fields, reduce required fields * required Automatically populate where possible
    29. 29. 1 ↓ barrier to entry Avoid login, context switching... ↓ fields Less fields, reduce required fields * required Automatically populate where possible Rate this feature: bad Easily express yourself good Quick and simple great
    30. 30. 1
    31. 31. 1
    32. 32. 2
    33. 33. 2 make it fun!
    34. 34. 2
    35. 35. 2
    36. 36. 2
    37. 37. 2
    38. 38. 2 PRIZE movie tix
    39. 39. 2 FREE license BETA PRIZE movie tix
    40. 40. 2 FREE license BETA Release notes Thank you: • John Masson for reporting CONF-334 • Ryan Anderson for the feature PRIZE movie tix suggestion in CONF-4534 SAY THANKS
    41. 41. 2
    42. 42. 2 Incentivise Through prizes and awards
    43. 43. 2 Incentivise Through prizes and awards Thanks! Say thank you Provide recognition in release notes, @mentions
    44. 44. 2 Incentivise Through prizes and awards Thanks! Say thank you Provide recognition in release notes, @mentions Game mechanics Encourage feedback
    45. 45. 3
    46. 46. 3 get pers nal
    47. 47. 3
    48. 48. 23 ?
    49. 49. 3
    50. 50. 3
    51. 51. 3 get personal jkodumal name 2.0/4.0 key feature usage
    52. 52. 3
    53. 53. 3 = Put a face to the stat Make that customer connection
    54. 54. 3 = Put a face to the stat Make that customer connection Engage engineers Review it daily, get it on your wallboard, talk about it...
    55. 55. 3 = Put a face to the stat Make that customer connection Engage engineers Review it daily, get it on your wallboard, talk about it... KNOW the customer Use data to drive interviews
    56. 56. 4
    57. 57. 4 fee db ack w ritea gy strate
    58. 58. new vsexisting
    59. 59. new internal vs vsexisting external
    60. 60. new internal vs vsexisting externalspecific vsgeneral
    61. 61. new internal vs vsexisting externalspecific ad-hoc vs vsgeneral deadline
    62. 62. new vsexisting
    63. 63. new internal vs vsexisting external
    64. 64. new internal vs vsexisting externalspecific vsgeneral
    65. 65. new internal vs vsexisting externalspecific ad-hoc vs vsgeneral deadline
    66. 66. Feedback strategy new internal vs vsexisting externalspecific ad-hoc vs vsgeneral deadline
    67. 67. New Feedback strategy new• Techniques to encourage install internal vs vs• Finding BETAexisting customers externalspecific ad-hoc vs vsgeneral deadline
    68. 68. New Both Feedback strategy new internal (Internal+External)• Techniques to • Internal feedback: encourage install captured more data, vs vs easier to engage• Finding BETAexisting customers external • External feedback: increased privacyspecific ad-hoc vs vsgeneral deadline
    69. 69. New Both Feedback strategy new internal (Internal+External)• Techniques to • Internal feedback: encourage install captured more data, vs vs easier to engage• Finding BETAexisting customers external • External feedback: increased privacy Generalspecific• Placement of “feedback” button ad-hoc vs vs• Arranged casualgeneral interviews deadline
    70. 70. New Both Feedback strategy new internal (Internal+External)• Techniques to • Internal feedback: encourage install captured more data, vs vs easier to engage• Finding BETAexisting customers external • External feedback: increased privacy General Deadlinespecific• Placement of “feedback” button ad-hoc • Incentivise the feedback process vs vs• Arranged casual • Followup plangeneral interviews deadline
    71. 71. 4
    72. 72. 4 Write a plan of attack! Seriously, just do it.
    73. 73. 4 Write a plan of attack! Seriously, just do it. Consider setting numeric goals Especially if you’ve got a baseline.
    74. 74. 5
    75. 75. 5 e forey ou fe ed bac kb get START
    76. 76. fake it till you make IT
    77. 77. tools to help youfake IT
    78. 78. AUI User InterfaceAtlassianhttp://atlss.in/AUIFlatpackhttp://atlss.in/AUISandbox
    79. 79. AUI User InterfaceAtlassianhttp://atlss.in/AUIFlatpackhttp://atlss.in/AUISandbox
    80. 80. Speakeasy Per-user plugins Great for visual prototypes Quick and easy to hack up HTML + CSS + JS and you’re donehttp://developer.atlassian.com/display/SPEAK
    81. 81. + + ... = prototype
    82. 82. fidelity speed
    83. 83. fidelity speed
    84. 84. fidelity speed
    85. 85. fidelity speed
    86. 86. ?fidelity speed
    87. 87. fidelity speed
    88. 88. fidelity speed
    89. 89. Faking it: A recipe
    90. 90. dit ion eE Faking it: A recipe otK eyn
    91. 91. dit ion eE Faking it: A recipe otK eyn1 Make your base Take a screenshot with the main screen(s) you want to work with, paste in Keynote.
    92. 92. dit ion eE Faking it: A recipe otK eyn1 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.
    93. 93. dit ion eE Faking it: A recipe otK eyn1 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!
    94. 94. Atlassian User Interface Keynotehttp://bitbucket.org/sherif
    95. 95. 129 3 It’s okay to fake it Save time and money - validate your concepts, fast. 6
    96. 96. 129 3 It’s okay to fake it Save time and money - validate your concepts, fast. 6 Use the right tool High fidelity prototypes are not always what you want: Use the right tool to communicate.
    97. 97. Conclusion incase you forgot...
    98. 98. 2.0
    99. 99. 2.0 friction
    100. 100. 2.0 friction make fun! it
    101. 101. 2.0 friction make fun! itgetpers nal
    102. 102. 2.0 friction make fun! itget a fee dback write rategypers nal st
    103. 103. 2.0 friction make fun! itget a fee dback back be fore you write rategy get feedpers nal st START
    104. 104. Thank you! r@she rifmansou
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