Product Management Corner

The dictatorship of the Customer Feedback:

In the last years we are putting in the center of our product strategies the customers/users. Every day we are more customer focus, as this is the only way to ensure our products are facing users needs.

This concept needs to be in the DNA of a #ProductManager. We know the importance to conduct strong user research phases when we are defining the products/value propositions and ensure the product strategy is based on it. Also the importance to do user testing when we are designing the user experience (CX/UX/UI), and improve it based on users feedback.

To be honest I have been very obsessed to ensure I was capturing all the user feedback from the user interviews and the UX research phases to define the product roadmap, trying to combine all these feedbacks to reflect it in the products. But I have realised that sometimes when you are just so focus listening the users you can lose the product strategy. Do not take me wrong I think is right to have the customer in the center, their feedback offers a real value, but it should be informative not prescriptive, otherwise the product can become a patching of disconnected users feedback that are arriving to your inbox.

We have gone from not listening the users to the point that all decisions we take are based on user feedback. I feel now we are in the extreme, in the dictatorship of the customer’s feedback. We need to find the way to have a balance and combine the user feedback with our own product vision.

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