Since 2021 we have stated using Catenda hub for user feedback.
This feedback is maintained in the an issue board called User Voice.
Through direct conversations with our customers, users and resellers, we take note and promote to our Product team improvements and new features that could improve the day-to-day operations in their Catenda experience.
This Article contains the following sections:
User voice pyramid
The user voice pyramid consists of 6 stages that issues can move up and down in
When there is time between bigger assignments developers will be able to start work on any of the issues from the short list.
Issues that have been qualified by the customer success team will be looked at by developers. They will look at the issue and discuss the feasibility of this change.
The developers keep a short list of issues that are clearly defined and scoped.
. Whether an issue gets chosen to be worked on or not can depend on a variety of factors:
Available time and resources
Issue match with current changes (platform landscape)
Before each development period developers will look through the user voice issues that have been qualified by the customer success team.
They will discuss the issue to get a sense of how long it might take to make this change and describe any unforeseen technical challenges that could arise during the development of this change.
If an issue is qualified by the product team and its timeframe allows for the change to be made in the timeframe between bigger tasks it can be added to the short list.
If a user voice issue is expected to take one ore more full development periods the issue will be assigned to the road map.
Customer Success qualification
Every 3 months we go through new issues and qualify them.
The status of issues that are unclear will be changed to clarification.
Issues that have enough information and have been qualified go on to be qualified by the product team.
If an issue needs more information it can be marked for clarification upon which more information will be added or more information will be requested from the user asking for this question. When this happens it can take longer for an issue to go through the process so the more information is added to the issues in the form of information or use cases the more likely it is that an issue will get qualified.
Submitting an issue
A user voice issue starts out as a question to one of our employees by a user.
Questions can be asked in person, via email or through our chat bubble on the bottom right.
They are best asked by clicking on the bubble, clicking on the messages menu and then clicking on the "feedback form 🎫" option.
An issue will then be made explaining the situation.
If an issue already exists the user will be added to the list of people asking about this specific issue.
Customer success representatives will then state their priority given to this issue through the use of custom fields which will influence how likely it is that an issue gets qualified.
Large or unfeasible requests
These are requests that do not fit the pattern of a regular user voice issue
If a user voice issue is expected to take one ore more full development periods the issue will be assigned to the road map. If enough users ask about a road map issue we will be able to prioritize this issue to be tackled in one of our future development periods.
If it is decided that an issue is not feasible to implement at any stage of the process it will be marked as rejected.
The Catenda project will remain an internal project.
This means that we cannot display these issues publicly.
We want to be as transparent as possible however so if you are ever wondering about the status of a user voice issue feel free to ask support for an update!
Below is the list of what our team has delivered so far. And more is coming.