To build great user experience in Avo, we use both qualitative and quantitative data. This Notion page is a guiding light for extracting good qualitative data:

First, why does user experience matter at Avo:

We started Avo because we believe we can change the way organizations use data to make better decisions for their customers. We believe companies will move faster in bringing value to their customers, if everyone in the company can make data driven decisions fast. The world also believes this. Org structures are shifting away from a centralized BI team to democratized self-serve access to insights.

Avo helps organizations through this transition. Avo changes the way product managers, developers, and data teams collaborate to plan, track, and govern analytics across organizations.

What this means is we need to build Avo so every team member at every one of our customers loves using Avo. Great user experience is a building block for our customers to be successful in democratizing self-serve access to insights.

General recommendations for user feedback:

Recommended reading material further down this page. The following list is from recommendations for conducting user interviews of prototypes, but apply well for general user feedback:

• Be kind. Smile.
• Build rapport. Make small talk and ask easy-to-answer background questions. Don’t just jump right to the prototypes.
• Let participants figure it out on their own. Don’t pitch or explain the product. Answer questions with questions.
• Ask who, what, where, when, why, and how questions.
• Ask follow-up questions. Silence and pregnant pauses are also effective ways to draw people out.
• Avoid leading questions.
• Ask for specific, recent, personal examples — instead of theories or projections about other people.
• Mostly be quiet. Let participants do the talking.
• Watch the time.
• Watch for participants’ non-verbal cues. Are they nervous? Frustrated? Annoyed? Try to build better rapport for better interviews.
• Go overboard in expressing appreciation for their time and input. “Thank you sooo much! This has been incredibly interesting and valuable.”

How to deal with customer feature requests?

Let's say the team has been working on a new screen that lists events and just got released to your users. Shortly after, a customer reaches out to you on Intercom with a feature request: