Step 2: Get User Feedback
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Gather and review current user feedback from available sources (e.g., support staff comments and statistics, ServiceNow incident/request data, application traffic, etc.) to uncover existing UX issues. Prioritize issues and include in your product objectives.
Feedback is foundational to understanding and optimizing user experience.
Procedure
- Apply the ”I like, I wish, What if” methodology to collect feedback on the prioritized task(s) identified in step one. Use one of these templates to help you collect responses:
Note: The “I like, I wish, What if” methodology can be executed in a user or stakeholder interview or discussion, in a workshop, and as a survey. It can also help sort through and theme feedback from additional sources like support tickets or user comments. Use the most appropriate template for how you choose to proceed. - Group the feedback by likeness in each category. e.g. likes, wishes, what ifs”
- Prioritize the feedback. What feedback should be addressed?
- What order should the feedback be addressed?
- Add the items to address to the project requirements
Job Aids (choose one of the following):
- Mural for data collection (all tasks in the procedure can be done in Mural)
- I like, I wish, what if, work
- I like I wish what if survey template (google forms)