thank you for joining today's webinar I'm Deborah McGrath principal engineer technical product marketing and your last Thursday's webinar host today we're going to highlight our new product feedback application and I'm thrilled to be joined by Irene V senior outbound product manager with our SPM team and one of our favorite last Thursday speakers Irene will tell us all about this important new addition to our SPM capabilities and I'll follow that with a brief demo of the product feedback application we also have an upcoming event and some resources to share with you and time permitting we'll close with a brief Q&A so let's begin with the Safe Harbor notice just to point out that this presentation may contain forward-looking statements that reflect the current beliefs of service now all are based on current information available but actual results May differ materially and they should not be relied upon in making purchasing decisions so Irene welcome and thank you for joining us today thanks for having me Deborah for me me one of the most significant challenges I'm aware of that I've personally experienced in the past is that for many organizations there are so many different ways feedback is submitted so how can product managers be sure they have access to all that feedback and also because of this do some customers simply not submit feedback because they might not be sure how to do it or the appropriate way to do so yeah so not having a single source of feedback is definitely an issue that product managers face you know having to look through multiple channels to find um find that feedback the other one is that capturing feedback is often a very manual process so collecting and entering that feedback into the system can be really time consuming and that's going to reduce product managers you know time that they have to actually respond to that feedback uh the third issue we want to highlight here is that there's often no connection to stakeholder needs or other strategic goals so it's really difficult to see how that feedback that's coming in either aligns or conflicts with the work you have planned or other incidents that may come up or cases and the last issue to highlight here is that it's can be often difficult for product managers to make data driven decisions based on that feedback so what they really need to do is create a prioritized list based on clear data inputs to show the connection to the customer's needs and that's where our new product feedback application comes in so it's a single funnel for feedback to quickly analyze and accelerate the development of customer feedback or of customer Centric products so this will help you collect and analyze that feedback in a single source using one shown here you can gain actual insights to drive Innovation and this is all going to help increase customer satisfaction and engagement by showing customers that you're really responding to their feedback couple definitions here that are uh new new tables with this application the first is feedback so feedback can be thought of as kind of the raw data from the source so either from an internal or external source and that feedback could be something like an Insight it could be a problem statement or issue it could even be praised for the solution or it could be a customer's idea for how to make things better the feedback um will be automatically generated from the idea portal so anything that's submitted from the idea portal automatically will come into the product feedback application and this could also be generated from emails which I'll show you how in a second or it could be manually created a product idea is can be thought of as kind of the further development of those product feat of the product features from the feedback so these could be product um features they could be solutions they could be enhancements and they could be connected to one or more feedback items these product ideas can then be linked to other strategic planning item such as projects epics and demands or goals or any other entity honestly uh case incidents Etc and then they can also be directly prioritized in the strategic planning workspace so if you want to use that there to create your prioritized list that's another option so before I get into the features let's kind of look again at this sort of General flow of information from product feedback so first we have the actual feedback sources themselves that could be from the idea portal the Outlook addin or manually created it comes in as product feedback and you have a nice overview tab here um with like a dashboard view you also have a list view to see everything then you might take multiple of those feedback items and consolidate them into a product idea where you're really formulating what that's going to look like and kind of thinking about how it's going to affect the product and then you can connect them to a planning item again that's could be a project demand or up uh strategic goal cases or instance so that you'll be able to easily see on that product idea um you know who's working on this is it by multiple teams um is it connected to your goals is it connected to cases that have come up from support and this is really important for um coordinating across teams so often times when you're using different sources if you have no way to connect it to your planning items uh you could end up in situations where either no one's working on a specific feedback item or you have multiple teams working on it uh so by using this product idea as kind of the central Hub um for you know how you're addressing that feedback you can quickly see all of the planning items that it's linked to who's working on it and you know be able to address any gaps or overlaps so this product feedback module is really going to empower you to make informed decisions to develop customer Centric products and gain a Competitive Edge by centralizing the feedback and driving meaningful conclusions you'll shape your product strategy and stay ahead of the competition you'll also be able to streamline collaboration among product managers develop developers and designers to boost productivity and reduce time to Market so let's get into a couple of the features and then you'll see these again um in deis demo so the first is this Outlook addin which is going to be really awesome it is going to allow you to to quickly capture feedback from emails all without leaving your Outlook application so you just um install this addin which you could see on the right here and then it will automatically create a feedback from your email filling in the name the description with the email body the source and then again all directly with an Outlook you can assign the feedback type and also assign the feedback to a specific user and of course you could edit it to add any other details or add attachments if you need to now now let's look at the within the product this is the feedback overview tab so it's kind of like a dashboard um it's going to be where you can create new feedback if you need to you can filter the data which will filter those dashboards there's a sentiment analysis section and so that will provide an overview a public opinion to help Drive product decisions and you can see how the sentiment has changed over time in a bar graph over the past N9 months in the future you can use J AI to uh automatically tag the sentiments now this is the feedback list view so this is to show all of your feedback with details um such as the customer Source the number of product ideas it's created to again you can create new feedback at the top you can filter this page and then if you want to go and edit things you can either click on it to edit from the side panel or click on the fold details at the bottom to open it in a full page and see all of the information so now moving mov to product ideas so there's a overview tab um for product ideas but this is the list view that we're seeing here so this is how you're going to be able to see all of your product ideas create new ones again filter this you can edit from the side panel uh and you can also link your product ideas again to um either back to different feedback items or to planning items and now that last thing that's really cool that I want to highlight is our docs tab so this is a new component that we have that's for product ideas and this is going to be a central repository for collaborative documents related to product ideas such as meeting notes brainstorming or resource or research these documents are rich text and they also support embedded media like a live mirror board so what you see here is not just a screenshot of a mirror board that's actually a live editable mirror board any changes that you make in here will be directly um upd at on your mirror board you could see if other people are in it directly through miror you'll see them here um so that's really cool and these documents that are here are collaborative so this is just going to be another way to use that product idea as like the central source of Truth for this um for these enhancements that you're making on your product and then the last thing I want to show is just um kind of a conceptual diagram to to let you kind of get a peek under the hood and help you understand how all this data is connected and how all the tables are connected so again we have kind of our source material these are um you know feedback coming in from Outlook add-in they're the idea portal or they're anything you manually create you create those as feedback and then you can either directly link that feedback to other items such as project epics demands or goals or and this is new in November uh you can link it to any entity such as an incident or case or you can do kind of the intermediary step of linking feedback to a product idea and then those product ideas can have product documents associated with them and so all of these are many to many relationships so you can have multiple feedbacks going to a product idea you can have a product idea that's connected to um a couple incidents as well as an epic and a goal and um again that feedback can kind of um Leap Frog over the product idea and also be connected to a planning item all right that's uh it for me I'll hand it over to you Deborah all right so I'm sharing my screen in full disclosure because I saw some questions coming in you know about hey can you show this or that this is a click-through demo that I did capture from a live instance it just enables us to walk through more of the capabilities a little more rapidly to be able to show you more features in less time but we can certainly discuss any of the questions that came in like some of the howto type questions so let's get going so this is product feedback this is what enables product managers to have that single repository to collect all types of customer feedback they can then link the feedback to product ideas for better prioritization and Associate that feedback as Irene just mentioned to ideas ethics demands and projects and that's what we're going to see as we step through here so first we're looking at the overview page we see those top tags the customer feedback as well as different statistics if I update this so this will be automatically updated it enables you to capture feedback or have an at a glance view to make those datadriven decisions regarding product road maps marketing strategies even customer service improvements and you can capture feedback directly from your customers like apple Google or or any of your target audience and capture feedback on any of the products or services that you're offering here we've got you know some customer website B2B these can be business applications too I saw that as a question before I jumped on here so feedback on any products or Services you may be offering off the shelf internal homegrown whatever that is and we can filter by any of these tabs up here feedback can also be captured by many different sources so whether that's chat customer meeting email and we were talking about that before well wait a minute it's coming in from a variety of places but now we've got some consistency about how we're capturing that feedback so for example let's say we wanted to create a new feedback um we'll take a look at some of those others in a second but for a new feedback you can provide a standard form or forms and in this case we'll give it a name right so it's looking good and a description we could fill out some other other fields like Source assigned to and this is fully you can take advantage of the editing capabilities right up here too so we could submit that feature but again it's consistent in terms of not only what you're capturing so you can better evaluate and compare apples to apples but it's easier for your customer to know exactly what kind of information to provide the nice thing for your internal customers is that with that Outlook addin you can also submit feedback directly from email so this is what it would look like when you enable that says service now for product feedback so whatever they type in their Outlook email will be captured in the description field it's automatically identified the source is email and then you simply identify the type um a feedback it is the product and you can add any attachments and this again helps to really streamline it make it super simple for your internal customers and really encourage them to provide feedback that maybe they otherwise would not have done you know because too cumbersome they didn't know where to do it they didn't know what to do in the first place so now let's take a look at the list tab we can see all our feedback all feedback we've collected you can see it by name by various state if it happens to have been assigned source and again this is configurable we can add or remove fields we can also sort it by simply dragging and dropping maybe you have an upcoming customer meeting for example with Google and so we're just going to filter it to quickly zero in on all the feedback that had been submitted either directly by Google or maybe captured by Alejandra during a customer meeting with Google and that way it makes you better prepared more aware of anything that's working or that needs some attention in this case we see here that this Nexus settings looks like it's been completed right so we'll be able to talk about that with Google so now if we go back and we select this feedback that was submitted before by our internal customer now we're able to see it from the product manager side or whoever or the team that's actually looking at it right and so we see what they submitted we can see here's the attachment that was added um any collaboration we can type in notes and easily collaborate with them so it really helps to facilitate better collaboration with your internal customers and of course feedback is a great source of innovative ideas and now it's super simple to also be able to capture and evaluate some of those ideas so very similar to the overview of the feedback we have an overview of the product ideas and we can again consistently provide a form to be able to capture information about new product ideas identify the product we'll give it a description fill out any of these other fields and then we'll decide whether or not we'll say it's a high value so it's super simple to be able to consistently capture information about that new idea which makes it easier to compare apples to apples and then we're easily able to see what state they're in if I hover over any one of these I can see that 30% of 37% of them are actually in my my new state when I look at the list tab we can see that we've got a new feature moscal prioritization so it's super simple to be able to see must have should have could have or would have product ideas like this onboarding portal idea that is a musthave so if we click in on this we know that this is something we really must have we can easily add some work notes and then you know again keep everybody on the same page with this and the other really great thing and again because this is on the service now platform we can also see for any feedback we can see if there are any other planning items that this is related to so for example this particular feedback is related to this project for HR service management as well as this epic for employee onboarding we can see the different states they're in we can also see any goals this feedback might be supporting like this key goal for employee onboarding a Core Company goal and also important we can easily link this feedback to any other existing feedback so we can see that this this one had already been linked to three different feedbacks that were submitted before submitted again from different formats this one was captured live maybe during a customer meeting this one in a chat session this one in an email but I've got instant access to similar feedback around this and they might also be slightly different types of feedback hey these two are enhancement requests but this one happens to be an issue but one single view I've got access to more and we could certainly link additional feedback to this as well and then the last thing I wanted to show you docs embedding the nice thing about this again is that it provides that consistency so we can you can add in different templates this one happens to be the customer interview template right so again it guides the user as to exactly the information you're looking for what needs to be filled out so it's easier to evaluate and compare one another and then finally we also have mirror board embedding which really helps to streamline the collaboration of this you can bet existing mirror boards so again really helps to facilitate this collaboration we'll just like this and then we can link them to demands epics as well as projects and then track all of this on the service now roadmap that is my really quick demo of how product feedback enables this single repository of all your customer feedback regardless of the source and it's going to help provide datadriven insights into Trends statistics how you can link feedback to product ideas demands projects and epics and all of this really helps Drive greater Innovation and value so for our upcoming events on December 7th we have a now platform adoption Workshop that will give you hands-on experience with our next experience geni as well as workflow automation so you really want to check that out we've got some really exciting things on all three fronts there but especially the Gen AI one so just scan this QR code for details John Lim has also posted the links to all of these items in the chat for easy access for you we'd also like to point out our new name name for our last Thursdays with SPM webinars now and going forward our new name is SPM Academy last Thursdays so we're still sticking with the last Thursdays because they're on the last Thursdays but you'll find it under SPM Academy adding some consistency there are other business units that host some similar types of webinars and they're all called Academy so we're doing the same the first official act on behalf of the SPM Academy last Thursday's team John Lim my myself and all of our great speakers like Irene we'd like to thank our last Thursday's audience for another great year we delivered 10 webinars this year and we hope you'll join us for our 2024 season which will kick off on Thursday January 25th 2024 and of course you can view this webinar again and access any of our prior last Thursday's webinars on our YouTube Last Thursdays with SPM webinars playlist use the tiny URL in the blue box in the upper right corner of the screen the playlist name has not changed and you can register for any of our SPM and APM live on service now events all in one place at community. servicenow.com under events just want to say thank you very much Irene thank you to my last Thursday's co-producer John Lim and thank you so much to our last Thursday's audience for joining us throughout this 2023 season we'll see you on the last Thursdays in 2024