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Last updated on 2024年4月10日

What do you do if end-users in your Enterprise Software project are not providing feedback?

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When your enterprise software project seems to be moving smoothly but suddenly hits a roadblock because end-users are not providing feedback, it can be quite a challenge. Feedback is crucial for the development and refinement of any software, especially in the enterprise domain where software needs to meet specific business requirements. Understanding how to navigate this lack of communication is essential to ensure your project’s success and eventual user satisfaction.

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Marcos N.

1 Assess Barriers

One of the first steps is to identify why users are not providing feedback. It could be due to a lack of understanding of the importance of their input, or they might find the feedback process cumbersome. Ensure that the channels for feedback are user-friendly and accessible. Sometimes, users may not be aware of how to provide feedback or might feel that their opinions won't make a difference. It's important to communicate the value of their input and how it directly influences the improvements in the software they use every day.

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Marcos N.
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1. Initiate proactive outreach to encourage participation through surveys, emails, or one-on-one meetings. 2. Offer incentives or rewards for feedback to incentivize participation. 3. Create user-friendly feedback channels, such as online forms or feedback portals. 4. Communicate the importance of their input in shaping the software's usability and functionality. 5. Consider implementing feedback mechanisms directly within the software interface for seamless interaction. 6. Foster a culture of openness and transparency, encouraging users to voice their concerns and suggestions. 7. Continuously iterate and improve based on any available feedback, even if it's limited, to enhance user satisfaction and overall project success.

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Dr. Sriranga Narasimha Gandhi Aryavalli

Cyber Security Visionary | M.Tech | MIE | MBA (Finance) | Engineering Honors
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Amid an enterprise software project, Sarah, the project manager, encountered a problem: end users weren't providing feedback. Undeterred, Sarah incentivized feedback with rewards, simplifying the process. Soon, a flood of insights poured in, driving progress and ensuring the software met user needs.

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2 Encourage Engagement

To foster a culture of feedback, actively encourage engagement by making it part of the enterprise culture. Regularly remind users of the importance of their input and consider incentivizing feedback with recognition or rewards. Create a safe space where users feel comfortable sharing their honest opinions. You can organize workshops or training sessions to demonstrate how to provide constructive feedback and illustrate its impact on the software development lifecycle.

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Tom X Yates

Strategy | Product | Marketing | AI
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Many times users have had previous, unproductive experiences providing feedback -- comments rejected or ignored, never saw any progress or projects were cancelled, no one closed the loop to let them know what happened, et cetera. One of the most effective things I've found in these scenarios is to make sure that users understand how their feedback will be interpreted -- that your job is not to implement their specific idea (user wants UI in Comic Sans and Wingdings fonts!), but rather to merge their input with other users to develop and prioritize themes and features. For example, if there is consistent feedback about the UI look and feel, while Comic Sans doesn't make it into the product, UI updates will.

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3 Streamline Processes

If the feedback process is too complicated, users will avoid it. Review and streamline the feedback mechanisms to ensure they are as simple as possible. Implement intuitive tools like in-app feedback forms or surveys that are easy to access and use. Ensure that these tools are integrated into the users' workflow so that providing feedback becomes a seamless part of their daily routine, rather than an additional task.

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4 Personal Outreach

Sometimes, a personal touch can make all the difference. Reach out to users directly through one-on-one meetings, focus groups, or personalized emails. This approach not only shows that you value their input but also allows for more detailed and specific feedback that can be missed in broad surveys. Personal outreach can also help in identifying any specific issues or concerns that users may be facing but are reluctant to share in a public forum.

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Chuck Kirkpatrick
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Invite a key stakeholder or end-user to be a special guest or expert. You can ask them to participate in an online session, you can bring them to a special event, or you can feature them at your yearly software and customer celebration. The important thing to remember is that if you can increase the value for your end customer, they will absolutely make the time to give you feedback. Try and create a regular forum for customer feedback like a customer advisory board that needs monthly or quarterly. Once your customers see that you incorporate their feedback, they'll be super excited to give you feedback in the future.

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5 Analyze and Act

Collecting feedback is only one part of the equation; acting on it is what brings value. Analyze the feedback received to identify trends and areas for improvement. Prioritize the issues based on their impact and urgency, and develop a clear plan for addressing them. Communicate back to the users what changes are being implemented as a result of their feedback, which reinforces the importance of their input and encourages continued participation.

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6 Adjust Strategies

If you've tried all the above strategies and still find it challenging to get feedback, it might be time to adjust your approach. Consider alternative methods such as using analytics to understand user behavior or employing usability testing to get indirect feedback. Sometimes, changing the way you ask questions or the timing of when you seek feedback can also yield better results. Regularly review and adapt your feedback strategies to find what works best for your user base.

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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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What do you do if end-users in your Enterprise Software project are not providing feedback?

1

2

3

4

5

6

7

1 Assess Barriers

2 Encourage Engagement

3 Streamline Processes

4 Personal Outreach

5 Analyze and Act

6 Adjust Strategies

7 Here’s what else to consider

Enterprise Software

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What do you do if end-users in your Enterprise Software project are not providing feedback?

1

2

3

4

5

6

7

1 Assess Barriers

2 Encourage Engagement

3 Streamline Processes

4 Personal Outreach

5 Analyze and Act

6 Adjust Strategies

7 Here’s what else to consider

Enterprise Software

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