How do I handle Better World user feedback?
Better World helps organizations connect to the needs of their customers and employees. To do this, we offer a wide range of features that enable feedback to be collected, analyzed and acted upon.
En tant que Product Manager chez Better World, mon rôle depuis plus de 3 ans est de piloter et prioriser les innovations que nous apportons à nos produits. A travers cet article, je vais vous donner une vue sur les actions que je mène pour améliorer l’Expérience utilisateur, et espère que vous y trouverez des pratiques adaptables à vos besoins en termes d’Expérience Client, d'Expérience Patient ou d'Expérience Collaborateur…
Collecting and annotating returns
Il est essentiel de maintenir un bon niveau de contact avec les utilisateurs de nos produits, comme il est important pour vous de rester connecté·e à vos clients et employés. Pour ce faire, nous multiplions les interactions avec nos utilisateurs (entretiens utilisateurs réguliers, sondages, ...), que nous centralisons en un fil continu de retours. Nous utilisons nos propres outils de collecte pour sonder nos clients et utilisateurs. Leurs retours sont annotés pour en extraire le sujet et le sentiment, de la même façon que les retours que vous collectez sont classifiés par nos algorithmes d’Intelligence Artificielle. Nous sommes heureux de pouvoir utiliser nos outils pour vous apporter la meilleure expérience utilisateur et répondre au mieux à vos besoins, et nous inspirer de vos bonnes pratiques et suggestions.
Exploring the issues raised
This gives me an overview of feedback from all our channels, which I can filter by subject to get a sense of their representativeness. On the most frequently mentioned subjects, I can then read the details of the feedback collected, to understand the associated context and try to extract a need that can be generalized to all our users (what we call a "user story"). The aim is to empathize as much as possible with our users, to immerse ourselves in their problems and their working context, and to imagine ways of improving their experience. This approach is similar to the one you might take on our CX Analytics app, by studying word clouds by concept and reading some sample verbatims in our search engine.
Prioritization and definition of action plans
Once this study has been carried out, we are able to prioritize the topics and specify the functionalities to be developed to meet our users' needs. The specifications are passed on to our developers, who turn them into testable functionalities for our entire team. This is where "user stories" come into their own: they enable our team to empathize with our users and make sure that the rendering meets their needs. Once the functionality has been tested, we deploy it to all our users.
Experience impact monitoring
It's essential to monitor the impact of new features on our users' Experience. Our process of continuously listening to our users provides us with qualitative feedback from our users, which we aggregate as described above. In addition, with the help of "Product Analytics" tools, we are able to track the use of our functionalities and trace our users' journeys on our applications. This enables us to complete the flow of user feedback and provide more context for finding solutions to our users' needs. These observations enable us to assess the success of our deployments, and track performance at the level of each industry and client organization. You'll find these satisfaction performance tracking capabilities on our CX Analytics app, and we're currently working on a feature that lets you define and track actions based on the feedback collected.
A continuous cycle to improve the proposed Experience
In these few lines, I've outlined the product development cycle, which is based entirely on feedback from our users. Gathering quantitative feedback helps us to determine the areas of our business that need work, and qualitative feedback helps us to understand how to direct and prioritize this work. This feedback forms the basis for the specification of new functions, and enables us to monitor their adoption.
Better World offers a feature-rich Experience Management platform (click here for more details), enabling organizations to satisfy and retain their customers, as well as engage their employees.