What processes do you have in place to incorporate customer feedback into your product roadmap?

We have a great podcast episode about this! To summarize, it’s less about explicit processes and more about tools in the toolbelt. It’s all about right tool, right job. The tools that come to mind for incorporating customer feedback are: 1. User research. This typically involves a full user research team, crafted questions and a lab that users visit to provide feedback on designs, prototypes, live product, whatever is being used for testing. But sometimes it’s something you do on your own with t ...Read More

Customer feedback is critical to how we build, and we incorporate it at every step of the product development process. We get customer feedback from a variety of places. When building new products we proactively reach out to customers to learn about their needs and make sure we’re creating the right solutions for them. We have a User Research team that regularly speaks to customers via a variety of methods - everything from interviews and surveys to card sorting and field studies. Along our prod ...Read More

Customer feedback is a key driving factor in shaping the product roadmap. A good way of looking at a roadmap is categorizing intitatives into different buckets - eg. Strategic/ Innovative, Maintenance/Keeping lights on, Platform Enhancements, etc. Customer feedback can be incorporated in almost every bucket depending on how well the team has done user research and gone through the discovery process. We use tools such as Salesforce, Product Board and Zendesk where feedback gathered from the CS te ...Read More

The way quality overrides quantity in feedback collation, similarly, the technique employed takes precedence over the procedural aspects in gathering insights on CSAT. I try to ensure that we apply variety of approaches to gain wider understanding of product usage, feature adoption, customer sentiments and loyalty when working on the product roadmap. Each approach leads to learnings that can be incorporated in that respective function of product roadmap, while following a systematic processes to ...Read More