INTEGRATE

CUSTOMER

FEEDBACK INTO YOUR

PRODUCTGREG NELSON

@GREGJNELSON

PRODUCT MANAGER, HUDL

USAGE DATA ≠ USER

FEEDBACK

LET USER FEEDBACK

COMPLIMENT USAGE DATA

TALK TO YOUR USERS IN

CONTEXT

• Engineers

• Designers

• Quality Analysts

• Business Analysts

• Everyone?

THE TEAM HAS TO BE THE

PRODUCT OWNER

Ownership Pride User Empathy

THRIVE ON THE FRONT LINES

PM

Dev

DesQA

Use

r

Dev

PM

Dev

DesQA

Use

r

Dev

Use

r Use

r

800 Emails

• “Nice vanity metric.”

• “Congrats on turning your

development team into an email

support team.”

“I need to be able to share. How do

I do that?”

Create

Diagrams

Organize

Diagrams

Share

Diagrams

Athlete

Views

“How share? This is broken.”

Create

Diagrams

Organize

Diagrams

Share

Diagrams

Athlete

Views

Synthesize Prioritize

• Problem A - 4

• Needs Feature B - 3

• Bug Fix C - 5

• Problem D - 2

Revisit Workflow E - 7

• Problem F

• Needs Feature G

• Bug Fix H

• Problem J

• Workflow K

WHAT THIS LOOKS LIKE IN PRACTICE:

• ROADMAP ADJUSTS FREQUENTLY

• EVERYONE INTERACTS WITH USERS

• TEAM IS UNCOMFORTABLE WITHOUT

FEEDBACK

• RANDOM BRAINSTORM SESSIONS

• TEAM IS QUOTING USER FEEDBACK

THANKS!

GREG NELSON

@GREGJNELSON

PRODUCT MANAGER, HUDL