Ship it or leave it: how to follow-up on feature requests?

  • 3 March 2020
  • 4 replies
  • 3262 views

Userlevel 3
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Hey, fellow product managers!

How many feature requests do you have in your backlog? And how many of them will you actually implement? Does the user ever hear back again about their idea?

Oof, customer requests... Tricky they are!

Like you, we at Miro love our customers, and they love us back: we get lots of great feedback and tons of amazing, elaborate feature ideas. There are several channels that we are tracking: NPS survey feedback, support tickets, shoutouts on social networks, regular feedback review meetings with customer success and support agents.

But while we certainly want to deliver as much value as possible, it may be challenging to manage customers’ expectations when it comes to these requests.

So how do you go about it? Please share with us your tried and tested ways to track and follow-up on customer requests to guarantee the best user experience.


Or, take part in this short poll, and leave your own option in the comments!

 

In your opinion, what's the best way for communicating with customers about their feature requests?


4 replies

Userlevel 5
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It’s crucial for me to make sure our users know that we are listening and care about their opinion.

 

Usually it is user feedback that makes the product better and not the input from my team. Currently I reply directly to reviews to let them know our plans. I think it’s the most trustworthy and un-biased method to let anyone who reads the reviews know where things stand.

 

However, I would love to have an official post to present goals for the product. But this isn’t always possible because I don’t want too many competitors getting ahead of our roadmap. So maybe we will only feature top 3 😉 and keep the rest a surprise.

Userlevel 3
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Kyle,
Direct replies to reviews is an amazing effort! Do you keep these contacts for further hypotheses validation in interviews or usability testing?


But this isn’t always possible because I don’t want too many competitors getting ahead of our roadmap.


This makes sense. Sometimes you simply cannot afford this kind of transparency! :wink:  

 

 

its not a one way thing.
listen to the users and engage them, try to understand more about the reasoning 
and potential use case of the requested feature.
people like a feature to feature comparison, but a lot of the features details might be overkill..
e.g. the Mindmap in Miro, when first use it, i thought it less sophisicated compare to my dedicated Mindmap.  but when down to using it, some key elements stand out of the Miro version. e.g. Cloud, MultiUser Wiki (nicely shown thru a demo video), cross platform, keystroke shortcuts..
these are enough to make Miro standout.

obviously, its not designed to compete with full blown, multi hundred dollar Apps just on that one feature.

while that said, i’d still like to see the Miro app integrate well with other Apps in the mindmap world, e.g. like import/export of OPML, esp import, since Miro is a good presentation/action tool for a team.
pointers links to images from the Mindmap would also be welcome, since thats a basic feature among Miro anyway..
 

I think you're right to monitor all those areas for feedback, rarely does it come from one place.

 

I've got a BIG feature request (so I hope you're monitoring this!) - playing Google Drive videos in Miro. You can play YouTube videos (and enable logging in via Google) within Miro so I don't see this as too big a deal to implement. Plus Google Drive and Google Photos use the YouTube player interface to play videos within the browser.

 

Besides this (admittedly big deal to me), I think Miro is absolutely fantastic, it's the tool I can't go a day without since I found it 3 weeks ago and that's no exaggeration, I've used it daily for 3 solid weeks since signing up. It's intuitive, extremely powerful on the back end and handles everything very very well. The Android/iPad apps don't like editing text bigger than 288 but it gets there eventually.

 

Great job!

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