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A Summary of

Designing Your Product's Continuous Feedback Loop

by
Sachin Rekhi
Sachin Rekhi
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Continuous feedback

A continuous process in improving a product. - Feedback comes from various sources and has pros and cons: - Detailed, long customer interviews - Scalable customer surveys - Customer support constantly sees pain points - Data on success from customer metrics - Feedback forums promote open discussion Sales - Employee feedback - Social media is great for customer engagement - Customer success: great source for identifying large adoption rates - Churn surveys

Establish a feedback river

Open channels to view and continuous feedback - Gmail, Outlook, Slack, HipChat - Open to everyone, including PMs, R&D, marketing, sales, and customer service - Broad transparency outweighs high potential of clutter

Establish a feedback system of record:

Consolidate large volume of feedback in succinct, organized, efficient manner - Format: 1) description, 2) product category, 3) names of requestors - Captured via - Spreadsheets (Google Sheets, Microsoft Excel) - Project management tool (JIRA, Asana, Trello), - Product roadmap tool (Aha.io, Wizeline) - Needs to be succinct, organized, and well-managed

Incorporating feedback

  • Discussions should be data-driven and made regular
  • Don’t just prioritize features most commonly asked by customers without also analyzing overall strategies and findings
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