Many-to-one

In the typical organization, the people who interface directly with customers outnumber product managers 20 to 1. Support agents, sales reps, account management and customer success – they all have valuable input to share.

With so many forwarding on feature requests (at worst) or championing the needs of customers (at best), it’s no wonder product managers can be left feeling overwhelmed.

Slack messages pile up…

Inboxes fill up…

Your daily work is punctuated by a neverending stream of colleagues stopping by your desk to voice requests.

And while being cornered by account managers in the elevator on the way down to lunch isn’t the end of the world, you’re not necessarily in the right headspace to take action on their feedback:

Customer X is demanding we build Y. They’ve been saying this for the past year! What’s the hold up!?

The thing is, many of these inputs contain gold nuggets of user insight – information that could help your team build the right thing, and design it in the right way.

What would it look like to have a system to automatically consolidate all these inputs in one place?

Product managers need a single “inbox” to process all of these inputs on their own terms.

It should centralize product ideas, requests, and feedback from many sources and log them in a single searchable repository.

And it should be designed to help product managers identify trends around what users really need.

That’s what productboard’s Insights board is all about. 

With the Insights board, you can capture all of the following:

  • User interviews
  • Feature request emails
  • Support tickets
  • Chat conversations
  • Feature request forum submissions
  • Win/loss analysis
  • Feedback from white-glove customers

Set up integrations to automatically consolidate inputs:

  • Zendesk
  • Intercom
  • Hundreds of other solutions via Zapier

Use additional tools to submit ideas, requests, and feedback:

  • Chrome extension
  • Spreadsheet import tool
  • "Notes" in the productboard application
  • Forward emails

The "contributor" user role

With productboard’s contributor user role, product managers can invite colleagues from across the organization to help input valuable information into productboard, while limiting their access to other boards in productboard.

Contributors can do the following:

  • Create and tag new notes
  • Categorize notes they've created
  • Submit feedback via Chrome extension
  • Review (but not edit) data on Features and Roadmap boards
  • Review Portal if shared with team or made public
  • Leave comments and @mention colleagues

It's also possible to limit contributors to the Roadmap. (From there they can submit feedback on specific feature ideas, either on behalf of themselves or customers.)

By inviting contributors into productboard product managers benefit from additional user insights as well as the extra help in categorizing and processing it all. That way it’s ready to be put to use during prioritization and design.

Meanwhile, contributors from across the organization get to play a role in the product prioritization process. They see firsthand the sheer amount of information flooding the product management team, and catch wind of the needs of other types of users they don’t typically interact with. Even if their favored features don’t get prioritized, they’ll be more invested in the whole process, and they'll know they've been heard.

.     .     .

Sign up for a free trial to see how you can manage all your user feedback in one place!

Winston Christie-Blick May 8, 2019