Fibery Process schema
Make more rational decisions about features prioritization and what to focus on in our product. It means we should collect feedback form all possible sources to understand quantity of requests for each particular problem/feature. Single channel like Customers Portal is not enough and can be misleading.
Understand problems deeper. It means we collect feedback in text + images form, just votes provide little interesting info, but still should be counted.
Communicate with our customers better. Notify them about bug fixes or features they requested, ask for additional feedback for early prototypes and MVPs.
We use Highlights to link feedback source to feedback target.
Feedback sources: Intercom, Discourse, Conversations (calls), Feedback from social media, messengers, and DMs.
Feedback targets: Product Area, Feature, Insight, Bug.
All linked Highlights are accumulated in target entities and you can easily see all related feedback linked to a Feature, Product Area, or Insight.
We use Intercom integration as the main communication channel. Most discussions and most feedback items are coming from Intercom. We sync all chats via Intercom Integration.
We use Discourse integration as a product community and people can post, comment, and vote for ideas/bugs here. We sync all posts via Discourse Integration into Fibery.
We have several types of calls: customer discovery, product demo, process setup, and Q&A sessions. See also:Customer discovery interviews & conversations
Sometimes we receive feedback in social media or private channels. In this case, it is advised to create a new Feedback Note, link it to the Workspace, copy/paste feedback from messages, and link text to relevant targets.
We have Slack integration and use a single #feedback-to-process channel to share all feedback from other sources. For example, from some email, or twitter. Then we process this feedback as usual and link to Product Areas, Features and Insights.
#feedback-to-process
Check Product development structure to understand Feedback targets in more details.
Link feedback to the lowest possible level.
First try to find a relevant Feature or Insight.
If none are found, link feedback to the Product Area. For example, you got feedback about a specific thing in Automations, you might link it to Automation PA so its owner will handle it in the future.
Here is the article that explains why you should connect feedback to your product hierarchy.
Typically, the Product Area Owner has the ability to create new features within the Product Area. But when is the appropriate time to create a feature?
We are quite certain that this problem should be solved in the product and have hopes that it will be done in foreseeable future.
The solution is quite clear and we know how it should work. This is relevant for small features.
Feature can live in Icebox and accumulate feedback for quite long time, it's OK.
Any customer-facing person can create a new Insight. Insight should be created when we don't know the solution. Some hints:
Insight should be formulated as a problem in most cases.
Check for duplicates before creating the new Insight.
Link Insight to the Product Area if possible.
🤬 Pain point within our productDependency management is missing on timeline/Gantt
👍 Praise for our productCharts are powerful
🏃♀️ Opportunity — an unaddressed needFeedback is disconnected from product management
🔎 Observation (default) — everything else worth notingCreator asks where Fibery is headquartered
Tips for capturing Insights
If a customer requests a feature, drill down to the actual pain point.
💩 Folders for Apps missing💎 Left menu gets cluttered with too many Apps
💩 Document can't be exported as PDF💎 Document can't be shared with people outside the company
Make sure that you understand the full workflow.
💩 Unable to duplicate App💎 Creator tries to duplicate App instead of extending Types
If there is a backlog item for the pain point, don't create an Insight but rather link the customer's quote to Feature.
💩 [I] Users want Editors to be able to collaborate with Documents💎 [F] Permissions: treat Documents and Whiteboards as entities not Views
💩 [I] Users want to be sure, that information in the field will be unique💎 [US] Unique setting on a Field
Mention the persona only if it narrows down the problem.
💩 User complains that it takes too much time to delete related entities💎 Deleting child entities is time-consuming
It's better to start with a broader Insight and then split it into several more specific ones.
💩 Users want to see not only the date but also day of week💎 Date formatting is missing
In many cases, Insight is a starting point for feedback collection. When we accumulate enough feedback and decide to solve the problem, we create a new Feature and link it to Insight.
✔️ Solved: We can't segment feedback by strategic niches. For example, we are focusing on product development companies now, but can't see how many product dev. companies requested some feature.
Solution: Now we can link feedback to segments, check Customers segmentation
✔️ Solved: It's hard to re-link feedback from Product Area to Feature or from Insight to Feature.
Solution: Now highlight is a usual entity and it is relatively easy to change highlight's target, so with few clicks you can re-link highlight to another feature.
✔️ Solved: It is not possible to easily merge Insights or Features.
Solution: Merge entities was added, so now it is possible.
You see that all of the problems above are solved thanks to Highlights functionality. If you want to dig deeper and apply it for your company, check some videos.
