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Would Tender go beyond the reactive "solving a problem" mental framework, to incorporating more user side features that move into the "let's make this XYZ better" beyond fixing things "support" wise?
e.g. How does a user get to try and see a list of requested features from users?
Maybe there are internal features to handle suggestions, but are there actually outward features?
See in comparison getsatisfaction's angle on this.
Sharing ideas - and very importantly - not letting those enter a Customer Service black hole "thank you for your suggestion...(but)..." seems a big part of making the feedback a loop, rather than creating a dead end for suggestions and ideas from customers. A fired up userbase will want to help the product, company - are there ways to help foster and support this, without butting too much against companies' wishes to make roadmaps secret?
Maybe the users energy just can't prioritise over the company's will to keep roadmaps secret. It would be interesting to see how different companies manage this.
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1 Posted by Will on 01 Sep, 2010 07:20 PM
Hey Tom. The user side of Tender is much like a standard forum. Maybe there is a suggestions category they could keep tabs on or subscribe to? The users wont see a queue, but they can view categories/discussions and their watcher counts.
In the login run we definitely want to give the user side as much power as possible to help them help each other. A strong user community is extremely important.
2 Posted by Tom on 01 Sep, 2010 07:44 PM
Thanks for the reply Will. That's the thing - like a forum. A chain of replies & posts vs a leaderboard of suggestions ranked by number of people interested. A fragmented board where the same feature is requested in slightly different ways, vs more 1 idea 1 thread/user request tally.
It's great what you've done :)
So out of curiousity - what are the current top 10 most requested features for tender app by the users of the product, and the top 10 from buyers? Could a user/buyer see that easily, and should they?
3 Posted by Will on 02 Sep, 2010 01:21 AM
I wouldn't say we really receive a lot of feedback from individual users, it's mostly a middlemen request, where our customers are requesting things on behalf of their userbase/product needs.
From that perspective though, it's more like a standard forum. There isn't anything that shows more popular items in the UI. Although items that are under heavier load are usually always in the front of the recent discussions area on the main page.
Nicole closed this discussion on 17 Sep, 2010 07:25 PM.