Navigating Product Evolution Through Feedback Management

Let's begin by a thought experiment this time.

Product A is lead by a product manager who is building up his product roadmap based on his best judgement and based on the immediate feedback that his product developers gets him.

On the other hand, we have Product B which is lead by another product manager who not just uses her best judgement, but is also heavily influenced by all the feedback that she collects and funnels from her end-users, sales teams and the product developers.

Which of the products do you think will keep going in the long run and loved by the users? Well, Product B of course. It is a no-brainer that

As consumers we love to get our voice heard and see our ideas being implemented in the products and services that we love!

Now look at this from the product manager's perspective. Your users are getting you a lot of valuable feedback to keep your innovation engine up and running! You are not just creating champions....

You are navigating product evolution using the greatest ever Product GPS - your user's feedback!

So, why are not every product managers adopting this? I think they are, in some form or the other. With every sprint demo, teams gather feedback. Feedbacks also come in the form of Issues, Defects and Complaints. And this works when the scale is small.

It is when scaling up, that managing feedback becomes a BIG Task.

For example, if you are a product manager who is managing a retail website - you would most likely ask for some external help to go through all sorts of different feedbacks that you get from your users. And imagine the impact to your business if you miss a critical feedback - the risk of NOT ACTING ON A BRILLIANT AND FEASIBLE IDEA!

So, how can ServiceNow help? We have recently introduced Product Feedback in our Strategic Portfolio Management solution. This is targeted towards Product teams and helps to:

1. Connect to multiple different sources to get all the raw feedback in.
2. Help teams to effectively manage feedback and generate Product Idea.
3. From these Product Ideas, link them or create a new Planning Item such as a Demand, Epic or Project - something that your teams can now work on.

Think of Product Feedback as a machine to make sense on a lot of unstructured idea - and ultimately generating something concrete that your product team can work on.

Looking for more details? Here is a short video to see this in action.

?? Product Feedback