How do people share insight progress?

  • 8 June 2022
  • 8 replies
  • 82 views

Userlevel 1
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I’ve been working with our Success and Support teams to get them into the habit of submitting good, tagged, detailed Insights.

Then I have the PM’s working to get these processed & assigned to Features.  And then getting those features into releases w/ realistic statuses that I can report on & share w/ Roadmaps.

AFTER the tagging happens, how can we clearly articulate what’s going on?  How can I help people to be able to see the fruits of their labors.  AND I need some way to let management know what’s going on.

Possible Uses:

  • Some sort of an Insight dashboard (e.g. 100 Insights created & assigned to Features, 35 of those Features are in development, 25 were released, 42 are . . . )? 
  • A roadmap of Insight development status (e.g. CSM 1 can see all their asks, related features & when they will become available)?

I know that each individual insight can be viewed & clicked on to see how that feature is doing.  BUT that’s potentially a LOT of clicking.


8 replies

Userlevel 7
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Hi @susanshev,

Always fantastic seeing your topics, and love how you’re thinking about things overall. A few things I can share:

  • Some tips here in our article on building a sustainable feedback pipeline - in short it’s a combination of bringing it into conversations, meetings, and interactions. 
  • Makers and Contributors do have access to our Insights Trends and our upcoming Customer Board will help with some of the CS and internal team use cases you’ve shared. In addition, some of those questions could be potentially answered with our reports. And you can also use the Followed By / Follower filter on the insights board (and also filter by status of processed, unprocessed, and archived), features board, or roadmaps to see which insights you have shared and which features are being worked on related to that feedback or even particular feedback from a specific user or company (using the Users or Companies filters).
  • An important part as well, is that just because a note has been shared and that note (or parts) turned into an insight doesn’t mean your product team will be immediately actioning it. It’s critical to get away from every input being perceived as an order for your product team to action, but rather for these to act as signals that help you hone in on the right strategy and focus.

Tagging @Sophie Lalonde and @Michael.Stencl from our product team as well in case they’d be interested in chatting more about your particular use cases and needs here.

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Hey @susanshev I’m curious - does a customer success representative need to look at all of their asks or would it suffice to look at it from the perspective of individual customers?  Thanks for the insight!

 

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thanks @scott.baldwin . . . it looks like I don’t have access to Trends or Reports since we’re on the ‘scale’ plan (I guess this is a separate conversation I will need to have).

Agree completely that just because they ask, we won’t necessarily build it.  Which is why we want to show them a roadmap - here’s what’s coming in Q3 22, Q4 22, CY25, etc. . .) 

 

@Sophie Lalonde : I think, both.  If they’re getting ready to go into an account review w/ a customer, they would want to filter & see the asks for that organization. Looks like your Customer boards might be the ticket here.

  • I know they can filter insights by the tags or customers.  Do those tags flow through to the features?  Or only the user/company that is associated to the Insight? 
  • Does a follower (or creator) of a Note automatically become a follower of the linked features?  OR do they have to specifically click & subscribe?

From a higher perspective, the Success organization, as a whole, is looking to be reassured that Product is listening to them & the ways in which we’re doing that.  AND to help our customers also understand how responsive we are to them (e.g. last quarter, 30% of our release was based on your feedback, keep it coming! 😀).

 

Userlevel 7
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@susanshev you can show them a roadmap which will only contain all of the feedback either that they have shared or tied to a particular company. Just open up your roadmap and use the filters (users, followers, or companies all work here depending on your needs). This exactly what our CS team does to share a roadmap during their customer conversations and how our team is able to see what we’re delivering based on the feedback of a particular person or company.

Userlevel 3
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@susanshev Hi! I’ve had the same questions from Customer Success and Support teams. I find that if your PMs are doing the best job they can by getting those insights through to features and then the portal. Then from the portal, your PM’s can send update about the feature requests submitted directly to those teams that submitted them. Also any of your Customer Success or Support team members can have access to Productboard as contributor and look for the insights they submitted themselves.

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excellent @Philippa Ford!  Do you have to manually add your elements to a portal?  Or is there an automated way to add the relevant features to the portal?

Userlevel 3
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@susanshev  from the feature section you just add them over to the portal (we made specific internal portals that only internal business folk can access, it’s via the “sharing options) here is an article about sending updates about the feature via the portal Close the feedback loop with Portal card updates – Productboard Support

So for example say a CSM asked for a new feature in your product called A, the product manager makes decision to get the feature A done, puts it on the portal so other people can upvote it and then if the product manager wants to share an update say it has been released, they can just comment on the portal card for that feature A and it will send everyone that upvoted or asked for this feature an update.

I don’t believe there is an automated way, maybe via API’s not sure

Userlevel 7
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To clarify, the process is manual. There are currently no APIs for the Portal.

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