We receive a lot of feedback every day from trial users and customers alike. So much so that it can often be rather difficult when our product team wants to construct our roadmap and make data-driven decisions on what gets built into the product next. In order for the Product Manager, of any product, to make the right decisions on feature development, he/she has to have enough data on what customers want and why they want it. Ideally, what and why feature request data would be organized so that the Product Manager can filter, sort and view exact feedback directly from users.
Here at Spatial Networks, the user’s voice is important to our decision-making process. And while we often think we know what the customer wants by continuously talking with our users through the sales process, onboarding efforts, account management, and support inquiries, how does any company keep track of all that user feedback? Until recently, there was not a good solution that could span all departments and capture user feedback in an organized way. Many companies, including us, have tried or use many different solutions: Spreadsheet, Basecamp, Pendo, UserIQ, Salesforce, Asana, Gainsight, Github issues, and many other project management, product analytic software, and feedback solutions.
Whatever the solution, it needs to meet these requirements:
Simple - Simple to use, both to submit feature requests by all users and employees and for the product team to make data-driven decisions.
Transparent - Be transparent across all departments and with customers.
Inform - It has to automatically inform users when progress is made on features they care about.
For years, I searched for a solution that would meet the needs stated above. Well, we think we have finally found a good solution and we just implemented it into Fulcrum. You will now find a “Give Feedback” button in our support bubble in the bottom right-hand corner of every page.
Users will now have the ability to state their what and why of each feature request directly to our product team. Users can also upvote feature requests from others. Users who contribute feedback, add comments, or upvote feature requests will be notified when a request changes its status by our product team. (Feature request status levels are Under Review, Planned, In Progress, and Complete.)
Along with a feature requests section, we also have also provided a section for ways users want to integrate with Fulcrum. What products do you wish were easier to integrate with Fulcrum and why? Also, what languages do you want Fulcrum to be translated into?
While everything can be accessed within our support bubble, users can also visit the site directly to provide feedback.
Also, it is important to mention: If you have given feedback to anyone at this company prior to this blog post, it has been documented and reviewed by our product team. To date, we have hundreds of feature requests to consider and categorize. Unfortunately we are not able to transpose that prior feedback into this new system, but it is still being used to make roadmap decisions going forward.
Now, whenever you give someone on our team feedback, they should provide you with a link (fulcrum.canny.io) for you to directly give feedback yourself so that your words make it to the right people who prioritize feature development and they can have the correct data in hand. We can’t guarantee that top votes or trending requests move to the top of the priority list. We will do our best to participate in the discussions.
We look forward to hearing from you and are excited to continue adding features that will make Fulcrum even more useful for our customers.
Fulcrum is a data collection platform that enables organizations to reduce costs, access critical data in real time, and improve decision making at every level. With Fulcrum, you can create custom apps using our simple drag-and-drop builder to turn your paper documents into digital forms that your field teams can quickly complete on mobile devices.