“The Missing Feedback Loop -The Tools, Techniques, and Automation to Solve It” – Webinar presented by Anand Bagmar
Here’s a 3 min. read to summarize the webinar:
We were pleased to host Anand Bagmar, a leading software quality evangelist with 20+ years in the IT field and a popular QA speaker, to present, “The Missing Feedback Loop – the Tools, Techniques, and Automation to Solve It”. Anand went in-depth of the methodology and techniques behind building a good quality product, starting with the feedback loop.
Automation incorporated in the feedback loop
First things first, roles and titles in your office do not matter when it comes to the feedback loop! You can be a member of a team and do various activities to help your product succeed. Everyone is responsible for what goes on in production. Anand explained further what the feedback loop is and how it should be split into 3 core parts: 1. Build (experiments) 2. Measure (metrics) 3. Learn (predict), shown below.
Predict with machine learning
To reach one of the important stages, the prediction stage, you must have reliable measurement capabilities, observable systems, and built fit-for-purpose dashboards, this has to be all in real-time. To do all of this you must iterate your actions quickly. To repeat a process quickly you also need to use automation and keep the action in sync and make sure it is reliable – only then you can get your feedback internally. This is where Agile, with the help of CI/CD tools, helps out a lot with the feedback loop and establishes a better and more efficient product.
The big question you should be asking yourself here is, can AI/ML help in the cause to predict your next step in the loop? Yes, of course, to help better understand the measurement and learning aspect of the end user’s feedback helps us take the decision from a prediction to an action. Your end result will be a satisfied customer and business growth.
Anand closed the webinar with a Q&A session and for your convenience, we went ahead and added it below. If you like to hear more on the subject feel free to sign up to watch the recorded webinar here.
Q: What type of tools or technology will help move us in the direction of the Feedback Loop?
A: There isn’t one straight answer or tool to this. It will depend on your business’s deployment strategy. The point here is very clear: everyone needs to be contributing to understanding and building a quality product. Internally we will have to build and test the product and learn how quickly you can repeat these activities for each cycle. This is where automation plays a crucial role in doing the thin-slicing of requirements based on what is important and valid to be automated. It is also important for the dashboard to be ready before release. The key again is for every tool used by a team member should be accessed to the whole team, not just a selected few, and that way information will be shared easily and more transferable.
Q: Is the Feedback Loop applicable for any type of product? Will this be applicable to b2b products as well?
A: This a good question probably coming from the fact that we are speaking about the user a lot. If it is a b2b product then the number of users are manageable, so you can understand who they and have a call with them to see how the product is working for them. Unlike b2c where enterprises have millions of users, which makes it hard for them to easily understand their users. B2b has it a bit easier when it comes to understanding what is going on with your product. Although, consumer quality, understanding the feedback, and taking action is easier in b2b companies, the learning from the data and getting to the predictable data is still applicable for both.
Q: How do you prioritize feedback when the majority of your feedback comes from a minority of your users?
A: A lot of this comes down to your project strategy. The strategy will include: What is the vision for your product? What is the value position of your project? Etc. Depending on the way you answer these objectives is how you will know how valid the data gathered is to your organization. It all comes down to the impact of the issue, user base, value proposition, vision of the product, and then take action.
Q: What is the need for feedback from customers from a business growth perspective?
A: You need to know what your user is looking for before you ask for feedback. It’s more in terms of the goal to make your product as usable as possible and the user will be satisfied which makes the growth of the product guaranteed.