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How do you incorporate user feedback into system improvement or maintenance plans?

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User feedback is essential for any system deployment project, as it helps you identify and prioritize the needs, expectations, and satisfaction of your stakeholders. However, collecting and analyzing feedback is not enough; you also need to incorporate it into your system improvement or maintenance plans. In this article, we will discuss how to do that effectively and efficiently.

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Kal Lodin

Cyber Forensic Investigator at Kluetek

1 Define your feedback goals and metrics

Before you solicit feedback from your users, you need to have a clear idea of what you want to achieve and how you will measure it. For example, do you want to improve the usability, functionality, or performance of your system? Do you want to increase user adoption, retention, or satisfaction? Do you want to reduce errors, complaints, or support requests? Depending on your goals, you will need to define the appropriate metrics and indicators that will help you track and evaluate your progress.

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Kal Lodin

Cyber Forensic Investigator at Kluetek
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I personally am not a fan of satisfaction ratings or "How likely am I to recommend (enter service or product here)" I remember a chef that wanted to know how everyone was enjoying the food. The owner said "are you seeing any plates come back with food on them or the food wasn't eaten?" The chef replied "No!" The owner said well then they loved it! An empty plate means you are doing well.

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2 Choose your feedback methods and tools

There are many ways to collect user feedback, such as surveys, interviews, focus groups, usability tests, analytics, or reviews. Each method has its advantages and disadvantages, so you need to choose the ones that suit your project scope, budget, timeline, and audience. You also need to select the tools and platforms that will help you design, distribute, and manage your feedback collection. For example, you can use online survey tools, such as SurveyMonkey or Google Forms, to create and send questionnaires to your users. You can also use software tools, such as UserTesting or Hotjar, to conduct usability tests or analyze user behavior on your system.

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Kal Lodin

Cyber Forensic Investigator at Kluetek
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Sometimes setting up automation for technical feed back is easier as you can see time spent to accomplish the same task .. if the productivity increased and the desired results didn't diminish in quality then what more do you want, a cookie? You could encourage users to provide feedback based on their own experiences and use cases. Ask users to describe a specific task they are trying to complete, and ask them to provide feedback on how easy or difficult it was to complete that task using the current system. By educating users on what kind of feedback is most helpful and relevant, you can increase the likelihood that the feedback you receive will be actionable in improving the system. I love the suggestion box, those who care will use it.

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3 Analyze and prioritize your feedback data

Once you have collected your feedback data, you need to analyze it and identify the main themes, patterns, and insights. You can use qualitative methods, such as coding, categorizing, or summarizing, to understand the user opinions, preferences, or emotions. You can also use quantitative methods, such as statistics, charts, or graphs, to measure the user behavior, performance, or satisfaction. After you have analyzed your feedback data, you need to prioritize the issues and opportunities that emerge from it. You can use criteria, such as urgency, impact, feasibility, or alignment, to rank and sort your feedback items.

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4 Communicate and validate your feedback findings

Before you implement any changes or improvements based on your feedback data, you need to communicate and validate your findings with your stakeholders. This includes your users, your project team, your sponsors, and any other relevant parties. You need to present your feedback findings in a clear, concise, and compelling way, using visual aids, such as reports, dashboards, or presentations. You also need to solicit feedback on your feedback findings, to ensure that you have interpreted and prioritized them correctly, and that you have the support and approval of your stakeholders.

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5 Implement and monitor your feedback actions

The final step is to implement and monitor your feedback actions, which are the changes or improvements that you plan to make based on your feedback data. You need to define the scope, budget, timeline, and resources for your feedback actions, and assign roles and responsibilities to your project team. You also need to document and communicate your feedback actions to your stakeholders, and keep them updated on the status and progress of your implementation. Moreover, you need to monitor and evaluate the results and outcomes of your feedback actions, using the same metrics and indicators that you defined in the first step.

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6 Review and refine your feedback process

User feedback is not a one-time activity, but a continuous process that requires regular review and refinement. You need to assess the effectiveness and efficiency of your feedback process, and identify the strengths and weaknesses of your feedback methods, tools, data, findings, actions, and results. You also need to solicit feedback on your feedback process, from both your users and your project team, and learn from their experiences and suggestions. Based on your review and feedback, you can make adjustments and improvements to your feedback process, and ensure that it meets your project goals and stakeholder needs.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How do you incorporate user feedback into system improvement or maintenance plans?

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1 Define your feedback goals and metrics

2 Choose your feedback methods and tools

3 Analyze and prioritize your feedback data

4 Communicate and validate your feedback findings

5 Implement and monitor your feedback actions

6 Review and refine your feedback process

7 Here’s what else to consider

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