Collating User Feedback
Collating user feedback involves gathering, organising, and summarising feedback from various channels, including direct interactions like sales and support, as well as indirect channels such as social media and review sites.
Goal
The goal is to consolidate feedback from diverse sources into a coherent set of data that can be analysed to inform product decisions, identify user needs, and uncover areas for improvement.
Context
Customers are already providing feedback on products through various channels, including customer support tickets, sales conversations, social media, and online reviews. This feedback is a valuable source of insights that can guide product development and improvement. Collating this feedback allows product teams to gain a comprehensive understanding of user needs and pain points, enabling them to make informed decisions about product direction and feature prioritisation.
Inputs
| Artifact | Description |
|---|---|
| Customer Support Tickets | Queries and issues reported by users, providing insights into problems and pain points. |
| Sales Feedback | Notes and insights from sales teams on customer needs and objections. |
| Social Media Comments | User comments and discussions on social media platforms regarding the product. |
| Online Reviews | User ratings and reviews on third-party websites and app stores. |
Outputs
| Artifact | Description | Benefits |
|---|---|---|
| Interview Snapshots | Reuse the same format as we use to capture feedback from interviews. |
|
| Research Repository | A centralised database or repository of all user feedback. | Facilitates easy access to and analysis of feedback data over time. |
Anti-patterns
- Feedback Silos: Allowing feedback to remain isolated within different teams or departments, leading to a fragmented understanding of user needs.
- Overlooking Indirect Feedback: Ignoring feedback from indirect channels like social media and review sites, which can offer valuable insights.
- Failure to Act: Collecting feedback without taking action on the insights gathered, undermining the value of the collation process.