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Harnessing the Power of Customer Feedback


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Customer feedback is not a moment in time; it's a continuous process. In this presentation, Aradhana Vaidya, Cloud Rendering Engineer, talks about being guided by your product vision and the real problems for real people that are you trying to solve. Use your product knowledge, and customer feedback and market trends to decide where to go next.

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Harnessing the Power of Customer Feedback

  1. 1. © 2017 Autodesk Aradhana Vaidya @aradhanav WWC Connect 2017 Harnessing the power of customer feedback
  2. 2. The Autodesk vision is to help people imagine, design, and create a better world.
  3. 3. Image courtesy of Tesla Motors, Inc. Image courtesy of Gensler. The Martian © 2015 Twentieth Century Fox. All rights reserved.
  4. 4. Cloud Rendering Image courtesy ofJelena Krco Image courtesy of Stanislav Stanislavov
  5. 5. Customers at the core • Teaming with customers early • Build the right product and meet expectations. • Don't spend time working on rarely or never used features • Use your time & budget wisely
  6. 6. Get to the right product • Cloud & mobile applications • Continuous integration & delivery • Continuous updates • Marketplace for products and services is always changing • With frequent customer outreach, it’s easier to course-correct Source:
  7. 7. Product development lifecycle Requirements Design Develop Test & Release Customer
  8. 8. Product development lifecycle Adjust Requirements Iterate Design Develop Test & Release Customer
  9. 9. Customer feedback is not a one-time activity, but a continuous process
  10. 10. Customer Input • Make it an integral part of product development • Example: iphone messaging app -location feature • Feedback is critical but hard • Quantitative: • Feature-specific data • Overall usage data, metrics, analytics • Qualitative: • Feedback forms, surveys, 1:1 customer interviews, focus group sessions • Helps you move away from HiPPO decision making (Highest paid person’s opinion)
  11. 11. Awareness Adoption Retention Customer engagement Events, talks, meetups Webinars Product website Sales presentations Support Community forums Social – blog, twitter Tutorials, Help pages New features updates Priority Customer Support In-product feedback
  12. 12. Synthesis of feedback • Aggregate feedback from different channels • Look at the big picture and synthesize • Don’t merely focus on most frequently asked features or only on power users • Rise above the minutiae
  13. 13. Product Vision Market trends Customer feedback Product Roadmap • Long term vision and strategy for the product • Identify market trends, where is the competition headed • Customer feedback, how are they using the product, what problems are they trying to solve.
  14. 14. Doing so ensures that you have a product that most people love!
  15. 15. At Autodesk • Fusion 360: CAD, CAM tool on a cloud-based platform • Iterative feature development with continuous customer input • Customer story
  16. 16. Want to know more Connect with me @aradhanav
  17. 17. Interested in learning more? Join the Autodesk Forge Developer Community Las Vegas November 13-14, 2017 Global: UK (June), Japan (Sept.), Germany (Oct.), China • Call for Speakers Open – Apply or recommend someone • Help us power the future of making things. • Developer Portal • Blog – community events & resources • Quick Start Guides • Stack Overflow • Github – Code Samples
  18. 18. Autodesk and the Autodesk logo are registered trademarks or trademarks of Autodesk, Inc., and/or its subsidiaries and/or affiliates in the USA and/or other countries. All other brand names, product names, or trademarks belong to their respective holders. Autodesk reserves the right to alter product and services offerings, and specifications and pricing at any time without notice, and is not responsible for typographical or graphical errors that may appear in this document. © 2017 Autodesk. All rights reserved.